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Service Hub Team Leader - Cumbria

£dependent on experience - Central Operations
Ref: 717 Date Posted: Monday 23 Apr 2018
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Our client is a well-established, award winning financial services provider who are currently going through a significant period of change and are recruiting for new positions within their new structure.  This is an exciting time to join the organisation as they look to maximise opportunities and grow significantly.


The purpose of this role is to deliver customer service excellence by managing the Service Hub team performance, workloads and processes across all in-scope products.  The role-holder will lead the team and ensure all BAU, ad-hoc and routine activities are delivered to high standards and within specified service level agreements, compliance and risk tolerances.  Listening to the voice of the customer and wider stakeholders, the role-holder will demonstrate a continual improvement in the team’s service and effectiveness.


Key responsibilities:

  • The management of work to deliver service excellence
  • The leadership and management of the Customer Service team
  • The ownership of Service processes; monitoring and management, improvement and reporting
  • The delivery of ad-hoc and periodic activities, as confirmed with Planning and Control


Experience & skills required:

  • An energetic leader with an eye for detail and process control / improvement
  • Experience in effectively operating in a customer facing and regulated environment
  • Proven track record in delivering service excellence
  • Running teams and improving their skills, competencies, and performance
  • Saving and Mortgages experienced, ideally CeMap qualified


In return, you can expect a competitive salary and benefits package and the opportunity to work in a forward thinking, customer focussed environment where your opinion will be truly valued and a positive work/life balance.