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Senior Customer Journey Manager – Commercial Lending

  • Location

    Cambridgeshire

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £80,000

  • Consultant:

    Avi George

  • Email:

    ageorge@merje.com

  • Job ref:

    AG/15951

  • Published:

    20 days ago

MERJE are delighted to once again be representing one of the most recognised brands within commercial lending.  As our client drives forward with its promise to always put the customer at the heart of everything, we are supporting their search for an experienced Operational Leader.  With multiple stakeholder and customer touch points, this role has essentially been created to designed and deliver process improvements that are firstly customer and secondly business beneficial.
 
Key responsibilities include:
 
Using highly effective metric testing through QA, VoC, Policies, Governance and Risk Assessment.  Through a direct reporting line across a number of divisions your key responsibilities will include but may not be limited to:
 
• Appetite to lend Assessment
• Sector defining customer service
• Retention Management
• Team Coaching, Mentorship & Recruitment
• Accuratre Customer Grading 
• Complaints Management & Definition 
• MI & BI Reporting and implementation
• QA Testing and Implementation
• RCA 
• Customer Compliance as part of CX
• Wider Business Stakeholder Management and/or Engagement
 
This is a blend of operational improvement, delivery and management with a nice slice of strategy.  Ideally suited to an experienced Customer Contact Professional with exposure to all front and back office elements that contribute to customer excellence.  To be successful you must have a solid background within Commercial Lending Contact Centre Environments.
 
This is a snapshot of an exciting and integral new vacancy at a leading Financial Services outfit.  For more details please APPLY NOW.
 
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.