My client is looking for Customer Support Manager to provide support to customers in financial difficulty. They will direct, control and oversee the management of Customer Support team in terms of process, results and people.
Responsibilities:
Contribute positively to the existing management team, ensuring the department provides a happy, positive, and supportive working environment for all colleagues.
Assist Team Leaders and others in quality checking to ensure service delivery standards are met.
Oversight and management of key third party vendors providing critical services to the customer support team.
Ensure delivery of first-class audit results externally, where ensuring adherence to key polices including but not limited to Customer Support related policies.
Analyse the team’s productivity and quality trends and create and implement new ideas to improve performance in these key areas.
Ensure planning and prioritisation of allocated workloads meet agreed service standards.
Identify process improvements and efficiencies, representing Customer Support in change programmes as required.
Regular evaluation and improvement of control environment via active review and monitoring of KRIs and KPIs.
Skills & Experience:
Experience operating at Manager level within Mortgage Lending covering Residential or Buy to Let mortgages.
Experience in total life-cycle of mortgage collections.
Experience in leading, coaching and developing team members, developing their team’s skills, and monitoring progress.
Demonstrable experience of ability to work well under pressure, balancing customer requirements and departmental objectives.
Demonstrable experience of delegation, organisational and people management
Demonstrable experience of understanding the challenge of managing Vulnerable Customer accounts and resultant scenarios
Please note, should feedback not be received within 28 days due to the large volume of applications, unfortunately, your application has been unsuccessful. However, we may be in touch with similar relevant opportunities.
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