Senior Analyst; dialler

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Business Unit: Customer Operations
Salary range: £31,600 - £39,500 per annum
Location: Hybrid with 1 day per week in Leeds or Gosforth
Contract type
:
Permanent

Our Collections and Recoveries team is investing in strategic improvements across the Collections operation. These enhancements will ensure the operation is fit for purpose in the context of a continually evolving and complex regulatory landscape where customer circumstances require often tailored and sensitive solutions. Positive customer outcomes will continue to be at the heart of everything the function does with broader functional improvements driving a more engaging colleague experience across the front-line Collections operation.

We're looking for individuals to join us to help deliver this exciting strategic initiative, working with colleagues across Virgin Money and Nationwide, to deliver improvements in the operation of the Collections and Recoveries function.

Collections Strategy are responsible for ensuring we effectively manage customers who present a risk to the Bank, protecting the asset quality of our portfolios and supporting customers who may be experiencing difficulty. This involves managing, maintaining and optimising Credit Strategies, monitoring of key metrics, involvement in business-wide projects and pro-active communication across the business.

What you'll be doing

• Monitoring the effectiveness of the Bank's dialler strategies, optimising time to call, rotation and exhaustion criteria.
• Deliver insightful MI and commentary on dialler and telephony performance against business plans, forecasts and capacity.
• Own the scoping, design, development and implementation of dialler strategies, whilst maintaining regulatory compliance.
• Develop improvements in telephony and processes to generate improvements in effectiveness and further efficiencies, including cost reductions.
• Working closely with internal technology teams and 3 rd party suppliers to implement changes, and resource planning teams to ensure demand and capacity profiles are aligned.
• Promote and represent the team in cross-business projects and meetings, especially in relation to new Dialler and Telephony technology (e.g. Digital Contact Centre).
• Manage and prioritise own workloads to align work and deliver to priorities defined from management.

We need you to have

• Proven experience in a Contact Centre / Collections role demonstrating an excellent ability to analyse and interpret data, showing a logical approach to problem solving in relation to both business and technical issues
• Hands‑on experience managing and optimising dialler strategies (e.g., time‑to‑call, rotation, exhaustion criteria).
• Understanding of regulatory requirements (e.g., FCA, CONC) and how they impact collections strategies.
• Familiarity with telephony systems and digital contact centre technologies
• A business/numerate degree and/or equivalent relevant technical experience
• Strong ability to analyse performance metrics and deliver insightful MI with commentary
• Experience using data to drive operational improvements and efficiency
• Excellent report writing and presentation skills
• Excellent communication and Stakeholder skills

It's a bonus if you have but not essential

• SAS / SQL coding experience
• Experience at using Microsoft Office (Excel, Word & PowerPoint)

We really need you to have the skills and experience listed in the essentials you'll need to bring section above, but the rest is just our wish list, so please don't let that put you off applying, we'd love to hear from you!

Red Hot Rewards

• 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
• Private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance‑related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our flexible benefits scheme
• Life assurance to provide peace of mind for you and your loved ones
• Up to 2 days of paid volunteering a year

If we're lucky to receive a lot of…