Other
Glasgow

Customer Services Team Leader

Ref: 409| Posted: 12th Oct 20182018-10-12

Reporting to the Head of Department, the Customer Service Team Leader will lead, support, direct, monitor and control a team of customer support officers in the delivery of an excellent service to customers experience difficulty in meeting their repayment obligations.
 
ABOUT OUR CLIENT
 
Our client is a Glasgow-based Financial Services firm providing specialist lending across the UK. A dynamic organisation which can offer the right candidate an extraordinary career path within an environment of excellence and considerable potential.
 
THE SUCCESSFUL APPLICANT
  • A minimum of 5 years’ experience within the secured lending or residential or commercial mortgage market.
  • A minimum of 3 years’ experience as a Team Leader within Financial services.
  • Significant experience of Mortgage Collections/Arrears Handling process.
  • Understanding of the regulatory environment and in particular TCF
  • Technology skills - MS Excel and Word.
  • Excellent communication skills.
  • Attention to detail.
  • Ability to work under pressure and to strict deadlines.
  • Strong planning and problem-solving skills.
 
JOB DESCRIPTION
  • Ensure that the customer support team provide a high quality of service to customers, considering the customers individual circumstances, including root cause and affordability when agreeing appropriate solutions.
  • Maintain and focus on resourcing requirements ensuring sufficient cover and training is continually reviewed and 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.
  • Ensure the customer support team apply the relevant Arrears Management & Repossession Policy when considering the most appropriate solution for the customer.
  • Monitor and manage workflow queues to ensure Service Level Agreement's (SLA’s) are met and ensure quality standards are regularly tested and maintained.
  • Regularly test established controls and processes across the team to ensure effective and relevant assessment on quality of the team’s work.
  • In adherence to the Training and Competency Scheme policy, assess the ongoing competence of their team by undertaking sample case reviews, measuring Root Cause, Affordability, No Financial Advice and Customer Outcomes.
  • Review processes ensuring that they are well documented, customer focused, efficient and up to date.
  • Ensure department procedures and associated manuals are easy to understand, are complete, compliant and up to date.
  • Prepare regular status reports around key updates, issues and achievements for the customer support team.
  • Assess departmental Key Performance Indicator’s (KPIs) and Treating Customer Fairly (TCF) KPI’s providing information to the team as appropriate and ensure we maintain the ability to demonstrate we are meeting our TCF obligations.
  • Regular and accurate production of key management information and reporting.
  • Maintain the company's compliance standards and own compliance training in relation to the customer support team.
  • Set high standards in relation to dealing with enquiries from customers and colleagues demonstrating a desire and willingness to listen and take appropriate action when necessary.
  • Answer and address technical and complex queries from customers and staff.
 
REMUNERATION PACKAGE ON OFFER
 
Competitive Salary & excellent benefits.