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Head of Litigation Operations

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Lowell Group

2mo ago

  • Job
    Full-time
    Expert Level
  • Legal
  • Leeds
  • Quick Apply

AI generated summary

  • You must have experience leading large teams, managing 200+ FTE in a contact center, change program implementation, and a solid understanding of consumer credit, compliance, and service delivery.
  • You will oversee voice and admin teams, drive operational efficiency, enhance customer satisfaction, optimize processes, and ensure alignment with business goals.

Requirements

  • Demonstrable experience of leading large teams and operating in a matrix structure.
  • Contact Centre Management experience of 200+FTE in a professional environment.
  • Managing multi-channel, multi-service teams would be an advantage.
  • As would a good understanding of consumer credit and regulatory compliance, and the SRA.
  • An in depth understanding of the end-to-end service delivery process and working within regulatory guidelines.
  • A proven track record of implementing change programmes to ensure the business remains at the leading edge of service propositions.

Responsibilities

  • You will be responsible for overseeing our voice and admin teams, ensuring operational efficiency, and fostering a high-performance culture.
  • Your leadership will be instrumental in enhancing customer satisfaction, optimising processes and ensuring we meet our business and strategic goals.

FAQs

What is the job title for this position?

The job title is Head of Litigation Operations.

Where is the office located?

The office is located in Leeds, Thorpe Park.

Is flexible working considered for this role?

Yes, flexible working will be considered for this role.

What type of services does Overdales Legal provide?

Overdales Legal is one of the largest providers of specialist debt litigation services in the UK.

What is the primary mission of Overdales Legal?

The mission is to help customers on the path to becoming debt-free, focusing on helping them pay off debts in practical and affordable ways.

What experience is required for the Head of Litigation Operations position?

Demonstrable experience of leading large teams, particularly in a matrix structure, is required.

How many FTE is the contact center the candidate will manage?

The candidate will manage a contact center of 200+ FTE.

Is experience with multi-channel, multi-service teams advantageous?

Yes, managing multi-channel, multi-service teams would be an advantage.

What kind of understanding should the candidate have regarding regulations?

A good understanding of consumer credit, regulatory compliance, and the SRA is necessary.

What is one of the key responsibilities in this role?

One of the key responsibilities is to oversee the voice and admin teams, ensuring operational efficiency.

What benefits are offered in this position?

Benefits include a competitive salary, discretionary annual bonus, flexible benefits, free parking, and life assurance among others.

How many holiday days are provided?

28 days of holiday plus public holidays, with the option to purchase up to an additional 5 days.

What support is available for employee wellbeing?

Wellbeing support and a program of webinars and classes geared towards mindfulness are offered.

What is the company’s culture like?

Overdales Legal promotes a fantastic culture and values strong teams with diverse voices.

When is the application deadline for this position?

The job description does not specify an application deadline; interested candidates are encouraged to apply as soon as possible.

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Lowell Group

Making credit work better for all

Finance
Industry
1001-5000
Employees
2004
Founded Year

Mission & Purpose

Lowell is one of Europe’s largest credit management companies with a mission to make credit work better for all. It operates in the UK, Germany, Austria, Switzerland, Denmark, Norway, Finland, Sweden and Amsterdam. Lowell’s unparalleled combination of data analytics insight and robust risk management provides clients with expert solutions in debt purchasing, third party collections and business process outsourcing. With its ethical approach to debt management, Lowell always looks for the most appropriate, sustainable and fair outcome for each customer’s specific circumstances. Lowell was formed in 2015 following the merger of the UK and German market leaders: the Lowell Group and the GFKL Group. In 2018, Lowell completed the acquisition of the Carve-out Business from Intrum, which has market-leading positions in the Nordic region. It is backed by global private equity firm Permira and Ontario Teachers’ Pension Plan.