Customer Service Team Lead

1 week ago


Milton Keynes, Milton Keynes, United Kingdom Gatehouse Bank plc Full time
Team Leader Customer Service

Hours: 9-5, Monday – Friday
Hybrid: Milton Keynes

Role Purpose
The role involves working closely with the Head of Account Servicing and Customer Service advisors to lead and be accountable for the daily operations of the Customer Service team. Utilize your experience and skills to guide and assist the team in handling customer inquiries, processing payments, managing customer redemptions, and ensuring seamless customer product transfers within agreed timelines and in alignment with the Bank's policies.
Support the team in overseeing the overall customer journey, interactions, and correspondences with brokers, solicitors, and internal colleagues efficiently.

About Us
Established in 2007, we are a challenger bank operating based on Shariah principles, with offices in London, Milton Keynes, and Wilmslow. We are among the rapidly growing banks in the UK and a subsidiary of Gatehouse Financial Group Limited. Offering personal and corporate savings products, financing for UK residential and commercial property, as well as sourcing and advising on UK real estate investments. Our approach is consistent, transparent, and involves sharing risks and rewards fairly. This is why we emphasize balanced banking.

Key Responsibilities
  • Line Manager oversight for approximately 6 customer service advisors
  • Lead, motivate, and develop the team, addressing performance and behavioral issues promptly, and encouraging all team members to achieve their maximum potential
  • Contribute to maintaining a robust control environment by minimizing avoidable breaches and risk events
  • Assist the team with challenging queries and escalations
  • Supervise the key processes within the department to ensure consistent delivery of exceptional customer outcomes
  • Support the ongoing enhancement of the department by regularly assessing the quality of customer interactions
  • Monitor SLAs, customer satisfaction, FCA compliance, TCF, adherence to bank values, policies, and procedures
  • Utilize management information for reporting purposes

Key Skills Required
  • Demonstrated experience as a resilient and motivating leader (preferably in Banking or Financial Services)
  • Adaptability and rationality when dealing with shifting priorities in a dynamic setting
  • Ability to multitask and thrive in a fast-paced environment while delivering top-notch customer service

Additional Details
We provide a highly competitive rewards package including:
  • 25 days holiday entitlement increasing with tenure
  • Pension Plan
  • Private Medical Insurance
  • Dental Cover
  • Income Protection
  • Life Assurance
  • Employee Referral Bonus

Gatehouse Bank is an equal opportunities employer, welcoming applications from qualified candidates regardless of various backgrounds. Please note that our recruitment partner, The Curve Group, manages our recruitment process to offer candidates the best experience in pursuing a career with Gatehouse Bank. Any personal details shared may be processed by The Curve Group on behalf of Gatehouse Bank. The Privacy Policy of The Curve Group can be found following this link

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