Financial Services
Glasgow

Customer Services Team Leader

Ref: 765| Posted: 12th Jan 2021

We are recruiting for a Customer Services Team Leader to join our growing Financial Services client based in Glasgow. 
 
As the Customer Services Team Leader you will lead, support, direct, monitor and control a team of mortgage customer service administrators in the delivery of excellent service.
 
THE SUCCESSFUL APPLICANT
  • A minimum of 5 years’ post completion/servicing experience within the secured lending mortgage market is essential.
  • Experience in the customer management of a residential and Buy To Let mortgage portfolio including oversight of securities registered with HM Land Registry and the Registers of Scotland.
  • Experience of people management.
  • Understanding of the FCA’s regulatory requirements including MCOB and TCF.
  • Excellent analytical and problem-solving skills, with excellent attention to detail.
  • A self-motivated, logical and organised approach with the ability to work under the pressure of deadlines.
  • Good verbal and written communication skills.
 
JOB DESCRIPTION
  • Ensure that the customer service team provide a high quality of service to customers and associated parties on a consistent basis.
  • Maintain and focus on resourcing requirements ensuring sufficient cover and training is continually reviewed, with all risks mitigated.
  • Line manage and coach all direct reports, including all aspects of performance management, personal development, conduct, sickness management, appraisals, employee administration and recruitment. Ensure Continuous Personal Development (CPD) plans are kept up to date.
  • Monitor and manage workflow queues to ensure Service Level Agreement's (SLA’s) are met and quality standards are regularly tested and maintained.
  • Regularly test established controls and processes across the team to ensure effective and relevant assessment on the quality of the team’s work.
  • Assess the ongoing competence of their team by undertaking sample quality reviews, adherence to policy and appropriateness of customer outcomes.
  • Review processes ensuring that they are well documented, customer focused, efficient and up to date.
  • Maintain oversight and review of all new mortgage registrations, any delayed registrations and discharges.
  • Ensure department procedures and associated manuals are easy to understand, complete, compliant and up to date.
  • Assess departmental and Treating Customer Fairly Key Performance Indicators, providing information to the team as appropriate.
  • Maintain the company's compliance standards and own compliance training in relation to the customer services team
  • Work closely with other teams in particular: customer support, business intelligence, audit and control teams fostering healthy relationships.
  • Answer and address technical and complex queries from customers and associated third parties.
  • Support change to ensure effective delivery of change across the team.
  • Prepare regular status reports around key status updates, issues, performance and achievements for the customer services team.
  • Create operational and ad-hoc reports and data extracts to support business processes.
  • Ensure reports are completed within the specified requirements and the agreed SLAs.
 
REMUNERATION PACKAGE ON OFFER
 
Competitive Salary & excellent benefits.