Head of Customer Account Management

☞ Together

View: 102

Update day: 07-05-2024

Location: Cheadle North West

Category: Sales

Industry: Banking Insurance Financial Services

Position: Director

Job type: Full-time

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Job content

Head of Customer Account Management
  • Lakeside, Cheadle SK8, UK
  • Full-time
  • Department: Customer Operations
  • Grade: Not Applicable
  • Working Hours: Standard (09:00am-17:30pm)
  • Contract type: Permanent
  • Office or Field Based: Office Based (Cheadle, SK8 3GW)
Company Description

We are Together -Proud to be a Financial Services success story based in South Manchester. Established in 1974, we employ over 600 colleagues.

A specialist lender offering a range of mortgage and secured loan products to individuals and businesses, who are typically underserved by mainstream lenders. We play our part to turn challenges into opportunities which make our customers’ financial ambitions accessible.

Over 47 years of successful trading has positioned Together as a market leader, thanks to a common-sense approach to lending.

Together is a business that never stands still, providing an exciting place to work for individuals who deliver to a high-standard and embrace change.

We understand that for our business to grow, our people must grow.

We are looking for a Head of Customer Account Management. The Head of Customer Account Management is responsible for providing outstanding service to customers. The department is responsible for all account management administration activities and customer contact strategies (multi-channel, inbound and outbound).

Job Description

Salary: £50,000- £55,000 per annum - plus annual performance bonus & benefits.
  • Leading the department of approx. 40 FTE with a colleague and customer centric approach
  • Overseeing the delivery of multi-channel outbound campaigns (e.g. Lending into Retirement, Interest Only maturity and Early-arrears campaigns) to engage customers and obtain positive customer outcomes (e.g. repayment arrangements or forbearance)
  • Ensuring inbound customer contact is responded to in a timely, accurate and effective manner.
  • Provision of account administration services in a timely, accurate and effective manner (e.g. redemption statements)
  • Collaborate with the Customer Operations and wider-PF Management team to design, maintain and deliver the Customer Account Management Framework.
  • Identifying and delivering process improvement which improve the colleague or customer journey and/or create operational efficiency.
  • Creating and maintaining effective frameworks, procedures and approaches for all areas of Customer Services. Working with other business areas as necessary (e.g. Assurance, Compliance etc.) to ensure the approaches adopted are sufficient, effective and appropriate.
  • The production of MI & Reporting on the effectiveness of all arears within the department. Including monitoring of standard KPIs/SLAs/KRIs for the department
  • Driving and managing performance through coaching, support and strategic goals. Overseeing and supporting Team Leaders to do the same.
Essential

Qualifications
  • Management experience within a contact centre, preferably in financial services
  • Stakeholder management skills – including leading/chairing meetings, conflict/problem resolution at a senior level
  • People management experience, including managing supervisors. Must have a people focused approach and desire to develop colleagues.
  • Experience of creating and utilising reporting to monitor and manage operational effectiveness
Desirable
  • Knowledge of loan account management
  • Experience of designing and implementing management frameworks to ensure effective monitoring and management
Additional Information

We offer a range of company benefits, including shared reward scheme, discretionary bonus, 24 days holiday plus your Birthday, entitlement increases over time, holiday purchase scheme, matched pension contribution, life assurance, critical illness cover, health cash plan, private medical insurance, access to company’s holiday homes, regular team/individual incentives, travel season ticket loans, Ride to Work scheme, free gym access and local bar/restaurant discounts.

Career development opportunities are excellent and where possible we offer sponsorship of relevant qualifications.

  • please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.

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    Deadline: 21-06-2024

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