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Form of work
SalaryJob title:Customer Service Team Lead
Location: Milton Keynes
Hybrid Role - Site visits for team days
Job Summary:
The role will work closely in conjunction with the Head of Account Servicing and Customer Service advisors to support and be responsible for the day to day running of the Customer Service team.
Use experience and skills to lead and support the team managing customer enquiries, collecting, and posting of payments, customer redemptions and ensuring the smooth transition of customer product transfers within agreed SLAs and in line with the Bank's policies and procedures.
Support the team in managing the overall customer journey, conversations and communications with brokers, Solicitors, and internal colleagues effectively.
Key responsibilities:
- Lead a team of Customer Service Advisors to manage the day-to-day tasks within the Customer service area, ensuring customer satisfaction and SLA's are being met.
- Oversight and responsibility to prepare, reconcile and validate financing data, account reconciliations, and financial transactions for accuracy prior to passing to the Finance team.
- Oversight and responsible for monitoring the Customer Service Mailbox ensuring all emails are dealt with precisely to ensure customer satisfaction and within SLA.
- Ensure team provide support to other departments via incoming phone calls regarding account information. This includes answering questions, education on the product, and resolving any account issues.
- Ensure that all new finance products are properly set-up on system and that all notifications, welcome letters, etc. are distributed to the appropriate parties.
- Oversight of incoming post to ensure reviewed and actioned appropriately within SLA.
- Oversee and be responsible for the redemption process ensuring redemptions dealt with swiftly and solicitors instructed.
- Responsible to ensure retention process is followed and SLA's are met for the smooth transition of product transfers.
- Oversight and overall responsibility for the delivery of Performance Management for the team, ensuring that the appropriate support in terms of direction, training, coaching regular 121's and appraisals are provided.
- Carry out regular competency checks in line with the Operational Training & Competency Scheme.
Skills required:
- Banking experience, preferably in home finance / savings servicing or bank operations.
- 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 meet deadlines along with excellent time management skills.
- Ability to perform in a strong customer-oriented team environment utilising strong leadership skills, professionalism and teamwork.
About them
Founded in 2007, they are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. 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.
Additional Details:
They offer a 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
They are an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
