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Head of Primary Customer Servicing

4 months ago

Woking, United Kingdom Step One Finance Limited Full time

We are a growing financial services company committed to providing our clients with exceptional service and innovative solutions. We are looking for a highly motivated and experienced Primary Serving Lead to oversee our inbound and outbound contact operations and ensure the highest level of service for our customers.

**Role Requirements**
- Track record of dealing with customers in a financial services organisation, ideally 10+ years in a lending environment.
- Staff management experience in a customer services role.
- Leadership skills with the ability to motivate a team.
- Knowledge and experience of arrears management.
- Confident and clear communicator, both verbal and written.
- Ability to multi-task and prioritise deadlines.
- Self-starter and self-reliant.
- Strong attention to detail and a commitment to accuracy.
- Pragmatic, flexible and solutions orientated.
- Ideally experience with call centre software and CRM systems.

**Main Responsibilities**:

- Ensuring the completion of welcome calls to new customers and ensuring they have a positive onboarding experience.
- Overseeing and delegating missed payments, generating letters and statements, and ensuring timely follow-up.
- Generating redemption statements and communicating with customers about their loan repayment options.
- Maintaining accurate records of customer interactions.
- Tracking forbearance and agreements, and ensuring customers are aware of their repayment options and providing appropriate support and guidance as needed. The Primary Serving team deal with ‘Early Arrears’ which is 0 to 2.99 months in arrears.
- Handling complaints from customers and working to resolve them in a timely and satisfactory manner, including liaising with the Compliance function as necessary.
- Overseeing the discharge of the mortgage requests.

**Why should you apply?**
- The chance to join a fantastic growing company.
- To showcase your current knowledge and skills in the field.
- To lead and grow a specialist team.

Salary dependent on experience.

**Job Types**: Full-time, Permanent

**Salary**: £35,000.00-£45,000.00 per year

**Benefits**:

- Casual dress
- Company pension
- Cycle to work scheme
- Private medical insurance
- Referral programme

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Woking, GU21 6DJ: reliably commute or plan to relocate before starting work (required)

**Experience**:

- customer service: 5 years (required)

Work Location: One location