Customer Service Team Manager

Hybrid Working 3 days office / 2 days from home (Mon-Fri shifts range from 8 am to 6 pm)

I’m currently recruiting for a Team Manager to join a leading, globally recognised financial services organisation, based in Kilmarnock at the impressive Halo Enterprise & Innovation Centre.

The company is publicly listed on Nasdaq and is a market leader in acquiring and managing non-performing loans. It plays a key role in helping customers resolve debt in a fair and responsible way, while delivering strong, sustainable returns for investors.

Over the past decade, the organisation has significantly expanded its UK presence, created hundreds of jobs and demonstrated a long-term commitment to growth, innovation and the local community across Kilmarnock and London.

This is an exciting opportunity to join a successful, forward-thinking business operating from the award-winning HALO building — a net-zero, low-carbon regeneration development transforming the heart of Kilmarnock. It’s a fantastic environment that supports collaboration, wellbeing and high performance.

If you’re an experienced leader looking to take the next step in your management career within a thriving and supportive organisation, I’d love to hear from you.

• Monitor & manage a larger scale team of up to 16x FTE
• Managing workloads and resource to ensure that SLAs area maintained and that good customer outcomes are achieved
• Drive an ethos of continuous improvement with the team to ensure that call quality and efficiency targets are achieved
• Create and maintain a coaching culture where agent feedback is key and that all team members are accountable for their own and organisational objectives
• Communicating key changes to direct reports and peers through excellent verbal and written communication skills
• Overseeing team cross skilling across different workloads
• Building and maintaining team spirit through effective engagement
• Ensuring team and departmental compliance with Customer Services policies and procedures
• Liaising with vendors and clients during external audits and visits
• Communicating and liaising with external agencies

• Respond to all managerial direction and requests in a positive manner
• Work proactively with Training and Call Quality to ensure best practice adhered to
• Be accessible and approachable to all internal and external customers
• Adapt communication style to suit audience
• Be able to build effective relationships and influence key managers/stakeholders across the business

• Minimum of one-year managerial experience preferred
• Experience of managing the daily running of a team within a fast-paced environment.
• The ability to review the performance of employees, identifying training needs, making recommendations for improvement, and providing appropriate coaching/training daily.
• Strong communication and leadership skills.
• Ability to listen and lead team through effective engagement which will help drive performance.
• The ability to manage internal/external relationships effectively, and influence key managers/stakeholders across the organisation.

Please apply by sending your CV. If you require more information, please email David Colquhoun at

HRC Recruitment is an equal opportunities employer and all applications will be treated as such.