Contact Centre - Team Manager

Make a difference. Daily.

Are you our new Team Manager?

As a Team Manager at Intrum in Glasgow, combined with hybrid working, you will lead a team of Customer Support Representatives, playing a key role in enhancing the department's performance through your leadership. Your focus will be on inspiring, motivating, and developing your team to meet the department's objectives. You'll be joining a forward-thinking organisation committed to delivering personalised, customer-centric service. We are focused on transparency and providing tailored financial solutions to ensure the best results for each customer.

What you'll do:

• Motivate and develop the team to enhance performance and maintain quality standards.

• Monitor and coach team members, ensuring compliance with regulatory and mandatory standards.

• Implement people policies to manage absence, conduct, and behavioural standards.

• Oversee adherence to company processes and procedures within agreed service levels. Analyse data and trend reporting.

• Be an SME on the customer journey and positively contribute to the team's customer outcomes via actions and remediation.

• Work with all areas of the business to support the needs of the team/department.

• Devoted to the FCA principle of Consumer Duty, by ensuring we are driving good customer outcomes across all aspects of services that have potential to impact our customers.

What we're looking for:

• Demonstrable experience in Contact Centre leadership, with a talent for coaching, mentoring and inspiring staff.

• Proven success in building and leading high-performing teams

• Strong communication and presentation skills, both written and verbal

• Experience in managing key stakeholders, both internal and external, including attending client meetings to discuss performance.

• Time management/organisational skills - ability to manage and prioritise workloads.

• Excellent knowledge of Word and Excel

• Be a role model within the organisation, taking accountability for agent performance, and fostering colleague engagement within the team and across the wider business.

Interested? We thought you would be! But there's more!

What we offer: At Intrum we offer not only a challenging and rewarding career but also:

• Lifestyle: A competitive salary and attractive benefits package including 33 days holidays including bank holidays upon commencement, with the ability to buy more or sell back. You can participate in gadget schemes and give as you earn charity donation schemes. Interactive subsides events. Contributory workplace pension scheme. Additionally, you'll get an extra day to celebrate your birthday.

• Opportunities to grow: You'll receive training and coaching for your personal development/progression, and employee recognition programmes to help you grow in your career.

• Health: You'll have access to private medical insurance, health cash plans, dental insurance, health assessments, life assurance, and more.

• Wellbeing: You'll enjoy discounts on gym memberships, cycle to work schemes, and a 24/7 employee assistance programme. You'll also have sociable working hours and breakfast snacks provided in the office.

• Supportive, open, and value-driven culture: Ethics. Dedication. Solutions. Empathy. Our values aren't just words hanging in the reception. They guide us all daily. It's what makes our culture inclusively open, inspiringly supportive and rich in diverse perspectives. It's why Intrum is a natural home for people ready to make a difference. And it's why people like you recognise this is the place to do just that.

About Intrum:

Intrum is the industry-leading provider of credit management services across 20 markets in Europe. By helping companies to get paid and support people with their late payments, Intrum leads the way to a sound economy and plays a critical role in society at large. Intrum has circa 10,000 dedicated professionals who serve around 80,000 companies across Europe.

At Intrum we consider everybody to be a leader. We lead ourselves when collaborate to meet the needs of our clients and customers. We are all accountable to our actions as well as trust and care for each other. This makes us all leaders, independent of role or responsibility, and this is reflected in our 3 leadership principles: Deliver Impact, Inspire Trust and Embrace Growth.

How to apply:

If you are interested in this position and believe you have the right experience, please send your English CV via the "apply button".

At Intrum we strive to create a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply.

If a person with disabilities is put at a disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes. If you need a change to be made so that you can make your application, you should contact Intrum Talent Acquisition team via as soon as possible before the closing date to discuss your needs.

We are an equal opportunities employer and authorised and regulated by the Financial Conduct Authority. We will conduct credit, fraud, criminal record, right to work and reference checks as part of our pre-employment screening. You should not be bankrupt, have any outstanding county court judgments on your credit file. You must not have excessive default balances and any outstanding debt will be considered on a case-by-case basis