Our client is an established and growing financial services provider offering an exciting opportunity for an experienced Team Manager to manage the Customer Services Department which provides customer services for mortgages and savings products. You will have a background in managing a telephone based team as well as ability to line manage at least 9 direct reports including a team leader. The role is offered as hybrid with 2-3 days per week in the Head office, more during the initial settling in and training period.
Responsibilities of the Customer Services Team Manager:
- Manage and coordinate workloads, planning and prioritizing as necessary to always ensure high quality and efficient service delivery.
- Responsible for ongoing compliance with all TCF principles as they relate to Member Services activities.
- Undertake monthly 1:1’s & performance related reviews with all direct reports.
- Management of all mortgage administration services (e.g. completion processes, post-completion
- Member of the society’s Product Pricing Committee (PPC) and Operational Risk Management Committee
- Production of any required departmental reports and MI on a timely basis
- Ensure the effective induction and training of all staff such that requisite training and competence requirements are met.
- Monitor the ongoing competence of all Member Services staff through effective activity reviews (e.g. call monitoring, controls and checks)
- Monitor standards of customer feedback on a regular basis identifying and addressing all issues and required actions accordingly.
Skills / experience requirements for the Customer Services Team Manager:
- Experience of managing a Call Centre team, preferably within a financial services business
- Good knowledge of savings and mortgage products and processes
- Willing to study for CeMAP qualification if not already obtained
- Highly customer focussed, always looking for the best customer outcomes
- An engaging management approach, continuously seeking to develop and motivate colleagues
This is an excellent opportunity to join a highly customer focussed business and contribute to their success as a leading, specialist financial services provider. In return you will receive a competitive salary of up to £45k + good benefits. They operate a flexible hybrid work policy, long term likely 2-3 days a week in the office, but you will be required more full time in the early months of the role as you get to know the business. If you are an engaging leader who has experience in a contact centre / call centre environment then we look forward to your application.