Job Ref: 213111175

Date: 2021-02-01 15:22:40

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Customer Service Team Leader – Permanent, full time – Milton Keynes

Managing a small team of three Customer Advisors within the Home Finance division, you will be responsible for the day to day running of the Customer Service (also incorporates the Complaints function), ensuring the unit runs smoothly and SLA's and quality standards are met.

Day to day responsibilities will include;

Establishment and on-going review of working practices to ensure they are fit for purpose and meeting customer's needs
Develop and maintain a working knowledge of policies, procedures and systems
Good understanding of consumer lending activities including products and services
Prepare, reconcile and validate loan data, account reconciliations, and financial transactions for accuracy
Efficiently monitor the specific Mailbox, regularly responding to overseas customers via email

Prepare and deliver monthly andor quarterly business reviews to senior management and clients.
Ensure that all new loans are properly set-up on system and that all notifications, welcome letters, etc. are distributed to the appropriate parties
Perform necessary transactions and maintenance of system records to post loan advances, loan transfers, new portfolios and/or funds and reallocation
Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately, explaining policies and procedures courteously and patiently

Ensure that all staff receive an annual appraisal and follow up review in line with Bank guidelines and timescales
Identify products, services and other opportunities and threats within the market place and advise/recommend to management accordingly
Implement and embed the requirements of the risk framework and risk policies and relevant controls within your area of responsibility
Given the nature of the department, demonstrate a flexible approach and be prepared to occasionally work outside normal office hours, coupled with some UK travel

If you bring experience from within Banking or Financial Services, this will be vastly beneficial. Other relevant knowledge and skills;

Experience in mortgages / savings servicing
Ability to multi-task and work in a fast-paced environment while providing a high level of customer service
Excellent verbal and written communication skills and attention to detail
Effective interpersonal, customer service and organisational skills are necessary
Excellent customer service, problem resolution skills and strong PC skills
Ability to provide internal and external customers with the highest quality of customer service that meets their needs, in a timely efficient and professional manner; ability to follow up on customer complaints, questions or requests
Ability to meet deadlines along with excellent time management skills

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