Mortgages - Head of Customer Service & Collections

1 week ago

United Kingdom The Curve Group Full time

Head of Customer Support (Mortgages)

Milton Keynes

Hybrid role - 3 days in the office, 2 from home

Founded in 2007 our client is one of the fastest growing banks of their kind in the UK. 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.

Due to business requirements, they are now looking to acquire the services of a 'Head of Customer Support' to manage the Customer Services and Collections teams. As a Head of Customer Support, you will have responsibility for the management of Customer Support and Collections & Recoveries. You will use your experience to guide and support each section to ensure we are providing excellent customer service, good outcomes for the Bank’s customers and for those customers needing additional or specialist support .

Key responsibilities

• Demonstrate and lead a customer centric culture to ensure that all customers needs are met and ensure that the team is focussed on providing and maintaining an outstanding service.

• Develop and maintain a working knowledge of policies, procedures and systems across Customer Services, Collections & Recoveries.

• Develop and maintain a continuous improvement culture within the department which supports improvements to how we deliver customer outcomes.

• Provide cover for absent direct reports to ensure that service levels remain unaffected during lower resource periods.

• Ensure all T&C checks are completed with strong outcomes for colleagues to ensure that competency is maintained

• Be the point of escalation for any issues arising within Customer Services, Collections & Recoveries.

• Monitor and manage daily work activity across Customer Services, and Collections & Recoveries ensuring SLAs are met.

• Monitor and manage general customer experience and ensure that good outcomes are delivered across Customer Service and Collections & Recoveries

• Represent Customer Services, Collections & Recoveries during internal meetings, forums, and committees.

• Ensure all appropriate governance, controls and management reporting is in place across Customer Service and Collections & Recoveries.

Key Skills required

• Retail Banking experience (ideally mortgages) – First Line of Defence managerial experience in Customer Service / Complaints / Collections / Financial Crime.

• Ability to multi-task and work in a fast-paced environment.

• Strong communication (written and oral) and organisational skills.

• Ability to think creatively when resolving problems and/or identify alternatives where established procedures may not exist, ensuring an improved customer experience.

• Prepared to take ownership and be a Subject Matter Expert in Account Servicing, Collection and Recoveries.

• Excellent customer service skills.

• Problem-solving and decision-making skills, with the ability to analyse complex information to identify the key issue/action and drive resolution.

• Knowledge and understanding of risk control arrangements.

• Knowledge of regulatory environment and key regulatory regimes.

Additional Details

We offer 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

  • Mortgages - Head of Customer Service & Collections

    1 month ago

    United Kingdom The Curve Group Full time

    Head of Customer Support (Mortgages) Milton Keynes Hybrid role - 3 days in the office, 2 from home Founded in 2007 our client is one of the fastest growing banks of their kind in the UK. 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...

  • Mortgages - Head of Customer Service & Collections

    1 week ago

    United Kingdom The Curve Group Full time

    Head of Customer Support (Mortgages) Milton Keynes Hybrid role - 3 days in the office, 2 from home Founded in 2007 our client is one of the fastest growing banks of their kind in the UK. 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...

  • Mortgages - Head of Customer Service & Collections

    1 month ago

    United Kingdom The Curve Group Full time

    Head of Customer Support (Mortgages) Milton Keynes Hybrid role - 3 days in the office, 2 from home Founded in 2007 our client is one of the fastest growing banks of their kind in the UK. 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...

  • Mortgage Broker

    2 weeks ago

    United Kingdom Regal Mortgages Full time

    Self-Employed Mortgage Broker - Qualified Leads ProvidedRegal Mortgages, a leading whole-of-market mortgage broker, is seeking talented and ambitious individuals to join our expanding team. We are looking for self-employed mortgage professionals who are passionate about providing exceptional customer service and committed to finding the best financial...

  • Mortgage Advisor

    1 month ago

    United Kingdom London & Country Mortgages Full time

    Experienced Mortgage Adviser (Minimum 2 years regulated experience required)Remote WorkingStart date 20th January 2025£30k base plus commission and benefits.Inclusive, fun, rewarding and with the opportunity to develop and grow your career. That’s life with L&C Mortgages, the UK’s leading fee free mortgage broker with over 160 awards to its name.Join us...

  • Mortgage Advisor

    1 month ago

    United Kingdom London & Country Mortgages Full time

    Experienced Mortgage Adviser (Minimum 2 years regulated experience required)Remote WorkingStart date 20th January 2025£30k base plus commission and benefits.Inclusive, fun, rewarding and with the opportunity to develop and grow your career. That’s life with L&C Mortgages, the UK’s leading fee free mortgage broker with over 160 awards to its name.Join us...

  • Mortgage Advisor

    2 weeks ago

    United Kingdom London & Country Mortgages Full time

    Buy to Let Mortgage Specialist – Remote – Salary £30,000 Remote WorkingStart Date - 20th January 2025Inclusive, fun, rewarding and with the opportunity to develop and grow your career. That’s life with L&C Mortgages, the UK’s leading fee free mortgage broker with over 160 awards to its name. Join us and you’ll be part of a business that takes your...

  • Experienced Mortgage Advisor Experienced Mortgage Advisor

    1 week ago

    United Kingdom Mortgage Advice Bureau Full time €50,000

    Mortgage Advice Bureau (MAB) are a nationally recognised mortgage broker and network, winners of over 200 awards in the past 5 years and continually growing. Are you an experienced mortgage adviser looking to help your customers wanting to purchase their first or new home, and assisting with protection needs? If so, you have come to the right place one...

  • Experienced Mortgage Advisor Experienced Mortgage Advisor

    1 week ago

    United Kingdom Mortgage Advice Bureau Full time €50,000

    Mortgage Advice Bureau (MAB) are a nationally recognised mortgage broker and network, winners of over 200 awards in the past 5 years and continually growing. Are you an experienced mortgage adviser looking to help your customers wanting to purchase their first or new home, and assisting with protection needs? If so, you have come to the right place one...

  • Mortgage Advisor

    1 week ago

    United Kingdom Mortgage Advice Bureau Full time €50,000

    Mortgage Advice Bureau (MAB) are a nationally recognised mortgage broker and network, winners of over 200 awards in the past 5 years and continually growing. Are you an experienced mortgage adviser looking to help your customers wanting to purchase their first or new home, and assisting with protection needs? If so, you have come to the right place one of...

  • Mortgage Advisor

    1 week ago

    United Kingdom Mortgage Advice Bureau Full time €50,000

    Mortgage Advice Bureau (MAB) are a nationally recognised mortgage broker and network, winners of over 200 awards in the past 5 years and continually growing. Are you an experienced mortgage adviser looking to help your customers wanting to purchase their first or new home, and assisting with protection needs? If so, you have come to the right place one of...

  • Commercial Director

    2 weeks ago

    United Kingdom Kensington Mortgages Full time

    Commercial DirectorLocation: Remote (UK residents only)Package: base salary + bonus award and package to include 25 days holiday and a fantastic range of benefits which can be found HEREAbout UsWhen we started Kensington, we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years later, we are the UK's...

  • Implementation Business Analyst

    1 week ago

    United Kingdom Kensington Mortgages Full time

    Implementation Analyst 9 Month Secondment / Fixed Term Contract Location: Remote ( We can only consider candidates with the right to work in the UK at this time) Working Hours: Full Time (Monday - Friday 09:00 - 17:30) When we started Kensington, we were the first specialist lender to offer mortgages to people the high street turned down. Over 25...

  • Implementation Business Analyst

    1 week ago

    United Kingdom Kensington Mortgages Full time

    Implementation Analyst 9 Month Secondment / Fixed Term Contract Location: Remote ( We can only consider candidates with the right to work in the UK at this time) Working Hours: Full Time (Monday - Friday 09:00 - 17:30) When we started Kensington, we were the first specialist lender to offer mortgages to people the high street turned down. Over 25...

  • Business Implementation Analyst

    1 week ago

    United Kingdom Kensington Mortgages Full time

    Implementation Analyst9 Month Secondment / Fixed Term ContractLocation: Remote (We can only consider candidates with the right to work in the UK at this time)Working Hours: Full Time (Monday - Friday 09:00 - 17:30) About UsWhen we started Kensington, we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years...

  • Business Implementation Analyst

    1 week ago

    United Kingdom Kensington Mortgages Full time

    Implementation Analyst 9 Month Secondment / Fixed Term Contract Location: Remote ( We can only consider candidates with the right to work in the UK at this time) Working Hours: Full Time (Monday - Friday 09:00 - 17:30) About Us When we started Kensington, we were the first specialist lender to offer mortgages to people the high street turned down....

  • Business Implementation Analyst

    1 week ago

    United Kingdom Kensington Mortgages Full time

    Implementation Analyst 9 Month Secondment / Fixed Term Contract Location: Remote ( We can only consider candidates with the right to work in the UK at this time) Working Hours: Full Time (Monday - Friday 09:00 - 17:30) About Us When we started Kensington, we were the first specialist lender to offer mortgages to people the high street turned down....

  • Business Implementation Analyst

    3 weeks ago

    United Kingdom Kensington Mortgages Full time

    Implementation Analyst9 Month Secondment / Fixed Term ContractLocation: Remote (We can only consider candidates with the right to work in the UK at this time)Working Hours: Full Time (Monday - Friday 09:00 - 17:30) About UsWhen we started Kensington, we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years...

  • Business Implementation Analyst

    3 weeks ago

    United Kingdom Kensington Mortgages Full time

    Implementation Analyst9 Month Secondment / Fixed Term ContractLocation: Remote (We can only consider candidates with the right to work in the UK at this time)Working Hours: Full Time (Monday - Friday 09:00 - 17:30) About UsWhen we started Kensington, we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years...

  • Mortgage Advisor

    1 week ago

    United Kingdom Countrywide Mortgage Services Full time €65,000

    Geering & Colyer in Maidstone re looking for a Mortgage and Protection Advisor to join them in Hove. OTE: Up to £65k We are looking for highly motivated person who has the skills, attributes and drive to improve our customers experience throughout the mortgage process. You will need to be adaptable, self-motivated and comfortable working in a fast paced,...