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Customer Operations

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Our contact centres are where our Customer Focused value really comes alive. Staff get the training and resources needed to give our customers the service they deserve. These centres are fast-paced and lively with a great emphasis on team work.

Staff are also encouraged to take ownership of their work. They have the opportunity to work on wider-projects across the business. This helps develop their skills and allows them to use the expert knowledge they have of our customer base.

Our Contact Centres

We currently have three UK-based contact centres in Solihull, Rotherham and Cardiff. Each of these centres focuses on different area of our business.

Solihull

Home to four dedicated contact centres:

  • Secure Trust Bank Savings Team
  • Moneyway Motor Finance
  • Moneyway Motor Collections
  • OneBill

Rotherham

Our Debt Managers business hosting a debt collection contact centre.

Cardiff

Our V12 Retail Finance business which has customer service and collections teams.

Case Studies

  • Gareth Hall - Senior Collections Manager DMS

    "I love working here. We're driving the right values and we really look after our customers." Gareth is the Senior Collections Manager at Debt Managers (Services) Ltd. He oversees 120 employees within Collections, develops and maintains relationships with clients, takes responsibility for meeting revenue targets and manages the teams who have the often challenging job of helping vulnerable customers in financial difficulties.

    Gareth is 26. He started on the phones nine years ago.

    Gareth's progression at DMS has been extraordinary and largely driven by his own determination and drive. However, he says that if you have the ambition to succeed, you'll get all the support you could ever want.

    Starting in the call centre after taking his 'A' levels, he was promoted to Team Senior after a year and a half, then Team Manager.

    "It was quite a challenge having to manage 12 people but I did it. And I also started on a development plan because I was keen to progress."

    Through this, Gareth became involved with an intensive debt sale project which gave him an opportunity to learn and show how capable he was. He had his sights set on a promotion to Collections Manager but his first interview was unsuccessful. It didn't put him off - "I just tried harder" - and in January 2015, he went for the job again and got it.

    Now after just a year, he's been promoted again, this time to Senior Collections Manager, and he's also studying for his Credit Services Association (CSA) Diploma. The CSA is the voice of the debt collection industry and he knows this qualification will help him progress even further.

    "Balancing a new job and more responsibility with studies is tough, but everyone's really supportive. They're flexible and I can manage my own workload."

    "I'm new to this role and I know I've got a lot to learn. But I've got my sights set on becoming a Director next, and after that, who knows?"

    "I've got no plans to leave - I want to stay here and help move the business forward. It would be great if I could play a part in creating more opportunities."

    Read More

Your Development

Here at Secure Trust Bank Group we believe in helping you to be the best you can be and to support this we offer a range of development tools. Ranging from professional qualifications with the likes of The London Institute of Banking & Finance (LIBF) to Connect & Learn which offers staff the opportunity to spend time in different departments across the business helping you to gain information from different areas to further your knowledge. We have a huge range of development tools that you can choose from to create a personalised development path for yourself. We have a great Learning & Development team who are here to support you from day one.

We take your learning and career development as seriously as you do. We don’t believe in holding you back if you have the skills and desire to move forward.

You would be joining at an exciting time as we have introduced our Confident Leader Academy – a structured and engaging leadership framework that offers relevant, realistic and up to the minute learning. From your earliest role supervising others, right through to leading leaders, we have something for you.

Our Values sit at the centre of everything we do – lots say it, we live it – our behavioural standards help you evidence how you have delivered in your role and help us spot high potential in order to offer bespoke and unique support to those we believe will go far here at Secure Trust Bank Group. Are you one of those people?

Our statistics for internal promotions and progression speak for themselves; if learning and progression are your goals then you will be coming to the right place.

Your Benefits

Depending on your grade and eligibility, you can expect:

A great salary and package from day one

A great salary and package from day one

Paid holiday

Paid holiday

Sharesave scheme after qualifying period

Sharesave scheme after qualifying period

Staff benefits

Staff benefits

Access to a huge range of tailored benefits including gym discounts, eating out offers, buy and sell holiday, insurance and more on successful completion of your probation

Coach and mentor matching service

Coach and mentor matching service