Head of Customer Support

1 month ago

Milton Keynes, Milton Keynes, United Kingdom Gatehouse Bank plc Full time
Job Title: Head of Customer Support

Gatehouse Bank plc is seeking a highly experienced and skilled professional to lead our Customer Support team. As Head of Customer Support, you will be responsible for managing the day-to-day operations of the team, ensuring that customers receive excellent service and that the team is equipped to handle complex customer issues.

Key Responsibilities:
  • Develop and maintain a working knowledge of policies, procedures, and systems across Customer Services, Collections & Recoveries.
  • Lead a customer-centric culture to ensure that all customer needs are met and that the team is focused on providing and maintaining an outstanding service.
  • Monitor and manage daily work activity across Customer Services, and Collections & Recoveries ensuring SLAs are met.
  • 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.
Requirements:
  • Retail Banking experience (ideally mortgages) – First Line of Defence managerial experience in Customer Service / Complaints / Collections / Financial Crime.
  • 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.
  • Knowledge and understanding of risk control arrangements.
  • Knowledge of regulatory environment and key regulatory regimes.
What We Offer:
  • 25 days holiday entitlement increasing with service.
  • Pension Plan.
  • Private Medical Insurance.
  • Dental Cover.
  • Life Assurance.
  • Employee Referral Bonus.

Gatehouse Bank plc 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. Full details of their Privacy Policy can be viewed by using this link.

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