Job Description
Business Unit: COO, Customer Support
Salary range: £56,000 - £81,000 per annum DOE + red-hot benefits
Location: UK Hybrid - 1 Day per week in Leeds or Gosforth
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Live to challenge the status quo. Live a life more Virgin.
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You’ll be responsible for owning customer engagement within Collections & Customer Support business unit, covering Collections and Recoveries and Customer Support Operations (Bereavement, Power of Attorney and Specialist Support).
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The primary output is delivery of compelling and engaging communication materials to drive contact and inform customers of the support available throughout their collections journey. You’ll also be responsible for driving improvements in cross product customer journeys, including managing the day-to-day relationships with key stakeholders such as StepChange, PayPlan and Paylink, the provider of our Income and Expenditure tool.
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You’ll have experience managing individual and team workloads, with matrix management of change analysts, and be confident influencing and communicating with stakeholders across all levels of the organisation. You’ll build relationships with key stakeholders including Marketing, Regulatory Compliance, Legal, Project teams and Senior Managers within the Collections and Recoveries team.
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