Head of Customer Service

2 months ago


Milton Keynes UK, Buckinghamshire, United Kingdom The Curve Group Full time

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



  • Milton Keynes, UK, Buckinghamshire, United Kingdom New Era Cap Full time

    Job TitleHead of Customer ServiceLocationMilton KeynesReporting toSales DirectorJob DescriptionResponsibilitiesManage and support the Customer Service team based in Milton Keynes.Manage and support the Customer Service leads in Germany, Spain, Italy, and France, including visits to, and regular communication with the subsidiary offices.Lead, motivate,...

  • Head of Operations

    3 weeks ago


    Milton Keynes, UK, Buckinghamshire, United Kingdom FIREAWAY PIZZA Full time

    Job Overview:The Head of Operations at Fireaway Pizza Ltd. will be responsible for overseeing and optimising the operational efficiency of all company locations, ensuring consistency in quality, service, and profitability. This senior leadership role requires a dynamic and strategic thinker who can drive performance, manage a high-performing team, and scale...


  • Milton Keynes, UK, Buckinghamshire, United Kingdom Addition+ Full time

    We are currently recruiting for a global financial services provider, for the role of Head of Vulnerability Management. It’s an exciting new opportunity to work for a recognised leader that have been in operation for over 100 years and now have over 14 million active customers and currently going through an exciting transformation phase!What you’ll be...

  • Head of Sales

    2 months ago


    Milton Keynes, UK, Buckinghamshire, United Kingdom CyberOne Full time

    Job Title: Head of Sales - Managed Cyber Security ServicesLocation: Milton Keynes one day per week/remote Company: CyberOne (Cyber Managed Security Service Provider)Are you a sales leader with a passion for driving growth in the world of managed cyber security services? Do you thrive in a hands-on role, leading from the front while mentoring a dynamic sales...

  • Head of Operations

    1 month ago


    Milton Keynes, UK, Buckinghamshire, United Kingdom Teleconsult Full time

    Head of OperationsJob Overview:As the Head of Operations, you will oversee and enhance the operational performance of ourorganisation, with a key focus on ensuring exceptional service delivery, operational efficiency, andalignment with company goals. This role involves strategic leadership of the operations department and operational coordination across...


  • High Wycombe, UK, Buckinghamshire, United Kingdom Burton Recruitment Limited Full time

    Head of Key Accounts/Customer SuccessHigh Wycombe (3 days per week office-based)70K to 80K basic + bonus (20K - 40K)An incredibly exciting opportunity to join a rapidly growing facilities solutions company as Head of Customer Success/Key Accounts in High Wycombe. The role entails managing a team of 20 account managers and account executives and instilling...


  • Milton Keynes, UK, Buckinghamshire, United Kingdom EFI Full time

    EFI is looking for a Field Service Engineer to join our Nozomi Business Unit in UK (Milton Keynes area, Buckinghamshire) , with focus on our packaging Printing solutions.All of us at EFI are relentlessly focused on just one thing: the growth and success of the print business. That’s why tens of millions of print professionals worldwide turn to EFI to fuel...


  • Milton Keynes, UK, Buckinghamshire, United Kingdom Innovate Full time

    Title - Field Service EngineerQualified (Level 3 NVQ or Apprenticeship) Electrical Engineer?Seeking an independent, field-based role in a mature, growing business?As a key member of the Engineering Service Support Team, this Field Service Engineer role will play a crucial part in delivering world-class solutions to factories and intralogistics sites by...


  • Milton Keynes, UK, Buckinghamshire, United Kingdom Anson McCade Full time

    Job Title: Head of Cloud Data Architecture (Azure)Location: Remote First (Occasional Travel to Milton Keynes)Contract Type: Full-timeRate: £800 - £1000/ day inside IR35Shape the Future of Data Architecture at Our ClientAre you an experienced Cloud Data Architect with expertise in Azure and data governance? Our client is seeking a Head of Cloud Data...


  • Milton Keynes, UK, Buckinghamshire, United Kingdom Concept Full time

    Concept are delighted to be partnering with a leading provider of Critical Network & ICT Infrastructure services. Our client are currently embarking on a period of significant growth supported by Private Equity Investment. They are now looking for a dynamic Head of Bid Management who will be responsible for supporting the on-going design and evolution of the...


  • Milton Keynes, UK, Buckinghamshire, United Kingdom Matrix Full time

    Our passion and purpose at Matrix is to ‘Connect people to work’.We provide products and services that allow our customers to recruit temporary, contingent or permanent staff, procure consultants and statement of works, and manage the screening and compliance of all workers. We already do this for over 4,000 customers across the UK and as that number...


  • Milton Keynes, UK, Buckinghamshire, United Kingdom Landmark Property Solutions Full time

    Role PurposeWe are looking to recruit a Customer Experience Representative to facilitate clients in the smooth running of the business centre from reception/ management office. This role would be responsible for making the customer experience better and supporting the Landmark team with clerical jobs and administrative tasks. You ensure that you follow...


  • Milton Keynes, UK, Buckinghamshire, United Kingdom identifi Global Resources Full time

    Service Desk Analyst – Hybrid WorkingLocation: Milton Keynes (Tilbrook, near to Red Bull Racing HQ) Salary: £24,000 per annum + benefits + £150 additional weekend payWorking Hours: After the probation period, you will fall into a shift pattern of 7am-3pm or 11am-7pm, including 1 in 4 weekendsAre you passionate about delivering exceptional customer...


  • Milton Keynes, UK, Buckinghamshire, United Kingdom Marshall Motor Group Full time

    Role: Group Aftersales DirectorLocation: Marshall Motor Group, Nationwide with travel across EnglandSalary and benefits: Up to £120,000 basic salary depending on experience, up to 50% bonus, car, private healthcare, pension scheme, life assurance plus other associated benefitsWe are excited to announce the two newly created positions of Group Aftersales...

  • Account Director

    3 weeks ago


    Milton Keynes, UK, Buckinghamshire, United Kingdom DataCareers Full time

    Account DirectorPermanent/Full timeLocation: Milton Keynes AreaSalary: Up to £55,000 I am looking for an Account Director who is a subject matter expert in the Employee Engagement space. You must be passionate about delivering top notch customer service and ready to work within a busy and growing business. This business is at the top of their game when it...

  • Parts Sales Manager

    2 months ago


    Milton Keynes, UK, Buckinghamshire, United Kingdom Jungheinrich UK Ltd Full time

    Parts Sales Manager - Milton KeynesAbout the RoleJoin Jungheinrich UK as a Parts Sales Manager, leading our central parts team to deliver exceptional customer service and support for both internal and external clients. In this role, you’ll manage and develop a team focused on maximising revenue, driving process improvements, and supporting...


  • Milton Keynes, UK, Buckinghamshire, United Kingdom Talent Finder Jobs Full time

    Technical Print Machine Field Service Engineer | Milton Keynes | Full Time | Competitive salary + overtime opportunitiesJoin a Growing Industry Leader in Print Finishing and Packaging Solutions!Established in 2001, Encore Machinery has built a stellar reputation as the sole UK importer of cutting-edge print finishing and packaging machinery. Known for their...

  • Loan Underwriter

    2 weeks ago


    Milton Keynes, UK, Buckinghamshire, United Kingdom Ultimate Banking Full time

    We are delighted to offer a unique and exciting opportunity to join a dynamic, innovative and fast-growing established fintech lender. If you are truly customer-focussed and want something different to the stuffy, corporate environment of the bigger corporates, then this role is an exciting opportunity for you. This role would suit someone who is looking to...

  • Director of Education

    1 month ago


    Milton Keynes, UK, Buckinghamshire, United Kingdom Institute of Acoustics Full time

    We’re looking for a visionary Director of Education to lead and transform the IOA’s education services in an increasingly global and digital environment. This is a new and exciting role, offering the opportunity to drive innovation and expand our educational impact.As the Institute makes significant investments in its digital infrastructure, including...

  • Business Manager

    3 weeks ago


    Milton Keynes, UK, Buckinghamshire, United Kingdom Outcomes First Group Full time

    Job description Job title: Business Manager Location: Willow Park School Salary: £30,000 per annum Hours: 40 hours per week; Monday to Friday, 8am-4pm Contract: Permanent, Term Time Only UK applicants only. This role does not offer sponsorship. As part of our continued growth, we now have a fantastic opportunity for a Business Manager to join...