Customer Service Department Leader
4 weeks ago
We are seeking an experienced Customer Service Department Manager to join our team at Marc Daniels Specialist Recruitment Limited in Bracknell.
Job DescriptionThis is an interim role initially offered for approximately 6 months, requiring a high credit assessment mandate holder with extensive customer service experience and understanding of credit and financial service offerings.
- Maintain and develop strong retailer relationships and collaborate with colleagues to achieve 'Lender of Choice' status.
- Promote a culture of integrity, leading by example and ensuring the team's conduct exceeds expectations of retailers, customers, and regulators.
- Lead and motivate the team to deliver exceptional retailer service, maintaining relationships through department functions.
- Ensure service delivery aligns with Consumer Duty rules, encouraging right outcomes for customers through retailer behavior.
- Deliver regular reporting through first-line QA to manage deliverables, service KPIs, and identify improvements and support required.
- Manage credit assessment and activation work queues to ensure timely completion, meeting SLAs regardless of application channel.
- Develop and assess the team through appraisal processes, setting SMART individual goals and objectives.
- Organize resources to cover all work shift patterns, maintaining high retailer service levels.
- Support the Customer Department Manager as needed with resources and expertise.
- Implement procedures and policies as required, managing departmental reports for senior management recommendations.
- Introduce process improvements and efficiencies using TQM principles.
- Benchmark the department's annual plan, setting clear objectives to achieve company-wide objectives and strategy.
- Balance risk factors while maintaining a commercial viewpoint, contributing to customer retention initiatives.
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