Head of Customer Support

4 weeks ago

Milton Keynes, Milton Keynes, United Kingdom The Curve Group Full time
Job Description

As a key member of our team, you will be responsible for leading the Customer Services and Collections teams to deliver exceptional customer experiences and outcomes. You will have a strong focus on customer centricity, ensuring that all customers' needs are met and that the team is focused on providing and maintaining an outstanding service.

Key Responsibilities

  • Develop and maintain a customer centric culture to ensure that all customers' needs are met and that the team is focused on providing and maintaining an outstanding service.
  • Develop and maintain a working knowledge of policies, procedures, and systems across Customer Services, Collections & Recoveries.
  • Develop and maintain a continuous improvement culture within the department which supports improvements to how we deliver customer outcomes.
  • Provide cover for absent direct reports to ensure that service levels remain unaffected during lower resource periods.
  • Ensure all T&C checks are completed with strong outcomes for colleagues to ensure that competency is maintained.
  • Be the point of escalation for any issues arising within Customer Services, Collections & Recoveries.
  • Monitor and manage daily work activity across Customer Services, and Collections & Recoveries ensuring SLAs are met.
  • Monitor and manage general customer experience and ensure that good outcomes are delivered across Customer Service and Collections & Recoveries.
  • 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.

Key Skills Required

  • Retail Banking experience (ideally mortgages) – First Line of Defence managerial experience in Customer Service / Complaints / Collections / Financial Crime.
  • Ability to multi-task and work in a fast-paced environment.
  • Strong communication (written and oral) and organisational skills.
  • 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.
  • Problem-solving and decision-making skills, with the ability to analyse complex information to identify the key issue/action and drive resolution.
  • Knowledge and understanding of risk control arrangements.
  • Knowledge of regulatory environment and key regulatory regimes.

Additional Details

We offer a highly attractive reward package, including:

  • 25 days holiday entitlement increasing with service.
  • Pension Plan.
  • Private Medical Insurance.
  • Dental Cover.
  • Income Protection.
  • Life Assurance.
  • Employee Referral Bonus.

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