David Makey Email & Phone Number

Arnold, England, GB

Northampton, England, United Kingdom

Nottingham, England, United Kingdom

• Responsible for the performance of the collections teams (c30 FTE) and associated outsource partners, ensuring commercial and quality KPIs are achieved within the highly regulated area of HCST lending.
• Working collaboratively with stakeholders to deliver change and improvements to customer journey.
• Manage recruitment to maintain headcount to meet customer demand.
• Developed collections email and SMS content for connecting with customers in arrears
• Rebranded and simplified… Show more
• Rebranded and simplified the collections call flow to simplify the customer and agent journey whilst meeting regulatory requirements.

Nottingham, United Kingdom

• Key Responsibilities
• Leading & Developing positive relationships with government clients. Ensuring new and existing services are meeting contracted service levels and quality standards.
• Engaging daily with operational teams and suppliers to ensure that any service issues are addressed timely without impact to the client.
• Manage escalations and incidents through to conclusion, reviewing and critiquing incident reports prior to submitting to the client to ensure that root cause… Show more Key Responsibilities
• Manage escalations and incidents through to conclusion, reviewing and critiquing incident reports prior to submitting to the client to ensure that root cause has been identified and mitigating actions are fit for.
• Working closely with Client Relationship Managers to ensure updates and communication to and from the client is effective. Gaining feedback on the key challenges of the client.

Nottingham, United Kingdom

• Key Achievements
• Built a fit for purpose collections approach for the business following government changes to apprenticeship funding.
• Carried out credit control activity to understand the barriers for debtors to help shape the process as well as reduce the existing expose and bad debt liability.
• Worked with key stakeholders across the business to develop visibility of performance and escalation process for problem debt.
• Documented process and approach alongside letter and… Show more Key Achievements
• Documented process and approach alongside letter and email templates. Set-up access to process small claims and established effective use of online legal solicitors to maximise cash recovery for the business. Show less

Newark

• Leading the Collections Area for the Vodafone campaign, responsible for cash performance of £80m per month across 5 different billing platforms and minimising Bad Debt exposure.
• Client facing - working with stakeholders to deliver commercial performance and improvement ideas to eradicate risk and customer churn.
• Day to day management of all team activities, maintaining an operational overview and driving business improvement and efficiency to maximise margins.
• Full… Show more
• Full accountability for achievement of objectives set within the Collections business plan, ensuring the area remains in alignment with the overall business strategy.
• Engaging managers and agents in the business to maximise retention, skills and create a positive environment across the centre.

Nottingham, United Kingdom

• Key Responsibilities:
• Day to day management of all team activities, maintaining an operational overview and providing leadership to my business unit and team.
• Full accountability for achievement of objectives set within the Collections & Recoveries business plan, ensuring the area remains in alignment with the overall business strategy.
• Managing managers, ensuring that the team is effectively managed whilst delivering a compelling customer experience that is both cost effective and… Show more Key Responsibilities:
• Managing managers, ensuring that the team is effectively managed whilst delivering a compelling customer experience that is both cost effective and within risk appetite.
• Maintaining good understanding of the regulatory landscape for debt management and ensure that all strategies and standards are in line with regulatory and legal requirements.

Nottingham, United Kingdom

Nottingham, United Kingdom

Nottingham, United Kingdom