Head of Customer Operations

1 month ago

London, United Kingdom Generation Home Full time

At Gen H, our mission is to give everyone the opportunity to become a homeowner. To achieve this, we're building a home buying process that is simple, transparent and fair.

We are on a mission to transform the housing market: We're broadening access to homeownership for aspiring buyers, simplifying the home-buying process, and promoting our customers' financial wellbeing through the smarter management of their home finances. Backed by institutional & angel investors, we're set for an exceptional 2023.

The opportunity is huge, and we are looking for people passionate about delivering fantastic customer outcomes. Working at Gen H means having high standards you set for yourself, working with urgency, and owning the outcomes of your work. We expect our people to be humble and communicate openly and honestly with one another.

And that's where you come in:
**Your mission**

We're looking for a Head of Customer Operations to deliver outstanding outcomes for customers in all their interactions with Gen H across direct sales, completions and servicing. You will ensure that we adhere to our responsibilities in the performance of our regulated functions. Additionally, you will also maintain an underwriting framework that delivers outcomes that conform to our Responsible Lending Policy, strong credit outcomes for our funding partners, and outstanding customer service.

**Your role**

As Head of Customer Operations, you will be responsible for:
Effective team leadership based on trust and support
- Overseeing day-to-day operations & 1st line supervision
- Hiring, training & performance management
- Reporting management information & KPIs
- Improving effectiveness through intra-team procedures & inter-team collaboration

Ensuring outstanding customer outcomes
- Maintaining SLAs (quarterly alignment with ExCo & implementation across the team)
- Complaints handling & reporting

Maintaining regulatory controls
- Maintaining processes, policies & documentation
- Managing and mitigating risks
- Quality Assurance (framework, performance and results) in line with Consumer Duty
- Ensuring all compliance with regulatory requirements and industry standards

**Requirements**:

- Good experience in managing a team of Mortgage Advisors for a lender/high street bank and primary servicing knowledge
- A commitment to treating customers fairly at the heart of all that you do and the ability to build strong relationships with customers and peers
- A good understanding of the mortgage market, products and services
- Ability to ensure delivery of our compliance and quality measures to a satisfactory level

**What we have to offer**
- £75,000-90,000 base salary (flexible depending on experience)
- Meaningful Equity Shares
- £1,000 annual training budget
- Private Health Care with Vitality
- Enhanced maternity leave
- Mental wellbeing support: access therapy and mental health sessions through Spill
- 25 days of holiday plus bank holidays
- Regular Lunch and Learns
- Cycle to Work Scheme
- £300 yearly BEAM contributions on your behalf
- Hybrid working with 2-3 days a week in our London office #li-hybrid

**Some final guidelines**:

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