Head of Customer Service
1 month ago
Head of Customer Support (Mortgages)
Milton Keynes
Founded in 2007 our client is one of the fastest growing banks of their kind in the UK. They offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.
Due to business requirements, they are now looking to acquire the services of a 'Head of Customer Support' to manage the Customer Services and Collections teams. As a Head of Customer Support, you will have responsibility for the management of Customer Support and Collections & Recoveries. You will use your experience to guide and support each section to ensure we are providing excellent customer service, good outcomes for the Bank’s customers and for those customers needing additional or specialist support .
Key responsibilities
• Demonstrate and lead a customer centric culture to ensure that all customers needs are met and ensure that the team is focussed 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 highly attractive reward package; the typical benefits include:
• 25 days holiday entitlement increasing with service
• Pension Plan
• Private Medical Insurance
• Dental Cover
• Income Protection
• Life Assurance
• Employee Referral Bonus
-
Head of Customer Service
6 months ago
Milton Keynes, United Kingdom Policy Expert Full timeDo you have a passion for putting people first and driving exceptional customer experiences? Are you fueled by innovative ideas and a relentless drive for success? If so, we want to hear from you! We are looking for a dynamic individual to join us as our Head of Department in Customer Service. In this role, you'll be the driving force behind our customer...
-
Head of Customer Service
2 months ago
Milton Keynes, United Kingdom The Curve Group Full timeHead of Customer Support (Mortgages)Milton KeynesFounded in 2007 our client is one of the fastest growing banks of their kind in the UK. They offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.Due to business requirements, they are now...
-
Head of Customer Service
2 months ago
Milton Keynes, United Kingdom The Curve Group Full timeHead of Customer Support (Mortgages)Milton KeynesFounded in 2007 our client is one of the fastest growing banks of their kind in the UK. They offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.Due to business requirements, they are now...
-
Head of Customer Service
2 months ago
Milton Keynes, United Kingdom The Curve Group Full timeHead of Customer Support (Mortgages)Milton KeynesFounded in 2007 our client is one of the fastest growing banks of their kind in the UK. They offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.Due to business requirements, they are now...
-
Head of Customer Service
2 months ago
Milton Keynes, United Kingdom The Curve Group Full timeHead of Customer Support (Mortgages)Milton KeynesFounded in 2007 our client is one of the fastest growing banks of their kind in the UK. They offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.Due to business requirements, they are now...
-
Head of Customer Service
2 months ago
Milton Keynes, UK, Buckinghamshire, United Kingdom The Curve Group Full timeHead of Customer Support (Mortgages)Milton KeynesFounded in 2007 our client is one of the fastest growing banks of their kind in the UK. They offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.Due to business requirements, they are now...
-
Head of Customer Experience
8 months ago
Milton Keynes, United Kingdom Page Personnel Full timePermanent Head of Customer Experience role in Milton Keynes - Great commercial focused senior management role leading a team and strategy **About Our Client**: This Head of Customer Experience, permanent role will be the guardian of their Customer Experience, having a clear understanding of their existing and target business customers. You'll also define...
-
Customer Service Advisor
7 months ago
Milton Keynes, United Kingdom Bridge of Hope Full timeAnnual salary: up to £16,323.14 **Customer Service Advisor** Milton Keynes **Part Time Fixed Term - Up to £27,751 pro-rated £16,323.14** **25 hours a week working Monday - Friday** We are the largest provider of repairs and maintenance, and regeneration services across the UK. Mears provide tailored rapid-response and planned maintenance services...
-
Head of Customer Support
1 month ago
Milton Keynes, United Kingdom Gatehouse Bank plc Full timeJob Description Head of Customer Support Milton Keynes Role purpose The purpose of this role is to be responsible for the management of Customer Support and Collections & Recoveries. The Head of Customer Support will use their experience to guide and support each section to ensure we are providing excellent customer service, good outcomes for the...
-
Customer Service Representative
2 weeks ago
Milton Keynes, Milton Keynes, United Kingdom 3R Truck Service Full timeJob Summary: As a Sales Support Specialist, you will be the face of our brand, delivering exceptional customer experiences. Your role involves helping customers place orders, addressing complaints, and managing queries. You will work a night shift, from 6PM to 3AM, including every other weekend.About Us: At Charles Tyrwhitt, we aim to make it easy for men to...
-
German Language Customer Service Representative
3 weeks ago
Milton Keynes, Milton Keynes, United Kingdom Interstate AC Service Full timeWe are seeking a highly skilled and multilingual customer service representative to join our team at Interstate AC Service in Milton Keynes. The successful candidate will be responsible for providing exceptional customer experiences, managing queries, and resolving complaints via webchat, email, and phone calls. Key Responsibilities:Respond to customer...
-
Customer Service Executive
6 months ago
Milton Keynes, United Kingdom vGroup International Full time**JOB DESCRIPTION** **ABOUT US**:vGroup are expert in Manufacturing, Logistics with a full understanding of JIT and sequencing, JIC and own transport. Its products are split into Cars, Vans, Home and has a sophisticated suite of platforms under the vLink Brand. **JOB TITLE**:CUSTOMER SERVICES EXECUTIVE **RESPONSIBLE TO**:HEAD OF CUSTOMER SERVICES **JOB...
-
Bar Staff
6 months ago
Milton Keynes, United Kingdom Nags Head Full timeThe Nags Head, Great Linford is looking for energetic people to join our bar team. Experience is preferred but not essential. Must be flexible with shifts, the shifts include weekends, daytime and evenings. Around 30-40 hours per week, with the opportunity for more over the busier summer months. **Responsibilities**: - Provide excellent customer...
-
Customer Service Representative
6 months ago
Milton Keynes, United Kingdom BMI Group Full time**Empower, Connect, Evolve, **and** Inspire - **these are the values that drive us and make **BMI **a company where you can thrive and grow. **Customer Service Representative** Office address: BMI House, Kiln Farm, Milton Keynes, MK11 3LW (Head Office for UK & Ireland) Office based Monday - Friday (40 hour week) Rotational working pattern: 7:30 - 4:30pm,...
-
Milton Keynes, Milton Keynes, United Kingdom Interstate AC Service Full timeWe are seeking an experienced customer service agent to join our team in Milton Keynes, providing exceptional service to clients who require support in both English and German. As a key member of our contact centre team, you will be responsible for managing customer relationships, resolving queries, and delivering outstanding customer experiences.Key...
-
Customer Service Advisor
6 months ago
Milton Keynes, United Kingdom Jobs 22 Full time**JOB DESCRIPTION*** **Position Title**: Customer Service Advisor Part of On-Programme Customer Experience Team **Role Status**: Full Time **Reports To**: Customer Experience Lead **Roles Reporting to this Position**: None **Primary Objective**: The primary objective of this role is to support the on-programme team to deliver a best-in-class service...
-
Sales / Customer Service
3 months ago
Milton Keynes, United Kingdom tesa Full timeWhat you will do Customer Support Manager – lead a cross-border B2B team Are you ready to manage a team of 10 customer support representatives split between the Nordics and the UK with all the cultural diversity that entails? And can you set their direction through harmonisation and digitalization in an international group that has never been more...
-
Customer Service Professional
4 weeks ago
Milton Keynes, Milton Keynes, United Kingdom The Goddard School of Saint Charles, MO Full timeJob DescriptionWe are seeking a highly motivated and enthusiastic individual to join our sales team in Milton Keynes. As a Sales Assistant, you will be responsible for providing outstanding customer service, achieving sales targets, and maintaining high visual merchandising standards.You will work closely with colleagues to achieve store goals, support new...
-
Head of Public Services
1 day ago
Milton Keynes, Milton Keynes, United Kingdom Buckinghamshire Council Full timeBuckinghamshire Council is a forward-thinking organisation that combines the strengths and expertise of the previous five councils in the county to create positive change for local people, communities, and businesses.">Job DescriptionThis is a senior-level post working within the Communities Directorate, reporting to the Neighbourhood Services Director. You...
-
Customer Service Team Leader
6 months ago
Milton Keynes, United Kingdom The Curve Group Full time**Job title**: Customer Service Team Lead **Location**: Milton Keynes **Hybrid Role - **Site visits for team days **Job Summary**: The role will work closely in conjunction with the Head of Account Servicing and Customer Service advisors to support and be responsible for the day to day running of the Customer Service team. Use experience and skills to...