Mortgages - Head of Customer Service & Collections

Head of Customer Support (Mortgages)

Milton Keynes

Hybrid role - 3 days in the office, 2 from home

Founded in 2007 our client is one of the fastest growing banks of their kind in the UK. They offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.

Due to business requirements, they are now looking to acquire the services of a 'Head of Customer Support' to manage the Customer Services and Collections teams. As a Head of Customer Support, you will have responsibility for the management of Customer Support and Collections & Recoveries. You will use your experience to guide and support each section to ensure we are providing excellent customer service, good outcomes for the Bank’s customers and for those customers needing additional or specialist support .

Key responsibilities

• Demonstrate and lead a customer centric culture to ensure that all customers needs are met and ensure that the team is focussed on providing and maintaining an outstanding service.

• Develop and maintain a working knowledge of policies, procedures and systems across Customer Services, Collections & Recoveries.

• Develop and maintain a continuous improvement culture within the department which supports improvements to how we deliver customer outcomes.

• Provide cover for absent direct reports to ensure that service levels remain unaffected during lower resource periods.

• Ensure all T&C checks are completed with strong outcomes for colleagues to ensure that competency is maintained

• Be the point of escalation for any issues arising within Customer Services, Collections & Recoveries.

• Monitor and manage daily work activity across Customer Services, and Collections & Recoveries ensuring SLAs are met.

• Monitor and manage general customer experience and ensure that good outcomes are delivered across Customer Service and Collections & Recoveries

• Represent Customer Services, Collections & Recoveries during internal meetings, forums, and committees.

• Ensure all appropriate governance, controls and management reporting is in place across Customer Service and Collections & Recoveries.

Key Skills required

• Retail Banking experience (ideally mortgages) – First Line of Defence managerial experience in Customer Service / Complaints / Collections / Financial Crime.

• Ability to multi-task and work in a fast-paced environment.

• Strong communication (written and oral) and organisational skills.

• Ability to think creatively when resolving problems and/or identify alternatives where established procedures may not exist, ensuring an improved customer experience.

• Prepared to take ownership and be a Subject Matter Expert in Account Servicing, Collection and Recoveries.

• Excellent customer service skills.

• Problem-solving and decision-making skills, with the ability to analyse complex information to identify the key issue/action and drive resolution.

• Knowledge and understanding of risk control arrangements.

• Knowledge of regulatory environment and key regulatory regimes.

Additional Details

We offer highly attractive reward package; the typical benefits include:

• 25 days holiday entitlement increasing with service

• Pension Plan

• Private Medical Insurance

• Dental Cover

• Income Protection

• Life Assurance

• Employee Referral Bonus