Customer Operations Manager
Full job description
Kind Consultancy
Kind Consultancy is working with a well-established Retail Financial Services business which is currently seeking a Customer Operations Manager to join their team in the East Midlands. The Customer Operations Manager will focus on the day-to-day management of the Customer Operations team, with key responsibilities including:
* Ensuring the Customer Operations team consistently deliver efficient and high-quality customer service, exceeding quality and performance standards
* Leading, training and developing new and current staff, making sure they are skilled in responding to customers via all channels
* Overall ownership for the delivery of the Mortgage Support Policy, Complaints Policy and Vulnerable Customer Policy, making sure the business maintains compliance with all regulatory expectations
* Regularly reviewing and updating policies, processes and procedures associated with Mortgage Support, Complaints and Vulnerable Customers
* Overseeing the management of non-performing (Mortgage Arrears) accounts, providing tailored support plans, forbearance, litigation, and recovery
* Assisting Customer Operations team members with difficult queries and complex issues
Our ideal candidate for the Customer Operations Manager:
* Has very deep knowledge of the Financial Services industry and a successful track record of leading and managing high-performing teams in a regulated environment
* Has previous experience in a specialist Customer Service function, and/or has previously established and embedded an operational framework and the associated policies and procedures
* Has the credibility to challenge existing approaches, systems and methods
* Has very well developed communication skills at all levels
* Is passionate about achieving optimal outcomes for both staff and members
* Has experience of motivating teams and empowering individuals
If you’re interested in the Customer Operations Manager position and you have the skills and experience we’re looking for, please apply with an updated CV today.
To apply for this job please visit definitejobs.co.uk.