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Customer Service Team Lead

4 months ago

United Kingdom Gatehouse Bank Plc Full time

To 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. To 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.

Key responsibilities
  • 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 Purchase Plans 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 (Service Level Agreements) are met for the smooth transition of product transfers
  • Lead by example by demonstrating the Bank’s ROC values to both internal and external stakeholders and customers
  • Carry out regular competency checks in line with the Operational Training & Competency Scheme
  • Effectively manage resource in relation to team attendance ensuring operational capacity is optimised
  • Use management information, to proactively monitor and manage productivity and efficiency across the Team
  • Demonstrate personal accountability for ensuring the highest standard of quality work is delivered and the Bank’s ROC values are embedded within the Team
  • Identify opportunities to improve business process and implement changes to enhance the customer experience and operational effectiveness
  • Ensure that TCF (Treating Customers Fairly & Consumer Duty principles are embedded throughout the customer life cycle
  • Participate in process/strategy reviews or projects as Subject Matter Expert on Customer Service processes to ensure continuous improvement of activities completed
  • Lead your team by role modelling our ROC values and behaviours. People managers are responsible for completing all colleague life cycle activities such as recruitment; performance review process: providing input and encouraging colleague development with a focus on values, behaviours; wellbeing and to promote and enhance colleague engagement. People managers are also expected to adhere to all policies and procedures and ensure their team function effectively
  • Any other duties commensurate with the grade and level of responsibility of this post, for which the post holder has the necessary experience and/or training
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 us

Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. We 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.

We offer a highly attractive reward package; the typical benefits include:

  • 25 days holiday entitlement increasing with service
  • Pension Plan
  • Private medical insurance
  • Income Protection
  • Life Assurance
  • Employee Referral Bonus

Gatehouse Bank is 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.

Please be advised that we have an appointed recruitment partner, The Curve Group, to manage our recruitment process and give candidates the best possible experience in pursuing a career with Gatehouse Bank. The personal details you have shared with us may be processed by The Curve Group on behalf of Gatehouse Bank. Full details of their Privacy Policy can be viewed here .

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