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Customer Service Director
1 month ago
Customer Service Director
The Curve Group is seeking a highly skilled Customer Service Director to lead our Customer Services and Collections teams. As a Customer Service Director, you will be responsible for managing the teams to ensure excellent customer service, good outcomes for customers, and a continuous improvement culture within the department.
Key Responsibilities:
- Develop and maintain a customer-centric culture to ensure all customer needs are met.
- Develop and maintain a working knowledge of policies, procedures, and systems across Customer Services and Collections.
- Develop and maintain a continuous improvement culture within the department.
- Provide cover for absent direct reports to ensure service levels remain unaffected.
- Ensure all T&C checks are completed with strong outcomes for colleagues.
- Be the point of escalation for any issues arising within Customer Services and Collections.
- Monitor and manage daily work activity across Customer Services and Collections.
- Monitor and manage general customer experience and ensure good outcomes are delivered.
- Represent Customer Services and Collections during internal meetings, forums, and committees.
- Ensure all appropriate governance, controls, and management reporting is in place.
Key Skills:
- 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.
- Excellent customer service skills.
- Problem-solving and decision-making skills.
- 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.
