Customer Service Team Lead

Team Leader Customer Service
Hours: 9-5, Monday – Friday
Hybrid: Milton Keynes

Role purpose

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 lead and support the team managing customer enquiries, collecting, and posting of payments, customer redemptions and ensuring the smooth transition of customer product transfers within agreed SLAs and in line with the Bank’s policies and procedures.

Support the team in managing the overall customer journey, conversations and communications with brokers, Solicitors, and internal colleagues effectively.

About us

Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. We’re one of the fastest growing banks of our kind in the UK and are a subsidiary of Gatehouse Financial Group Limited.

We 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.

Our way of operating is stable, transparent, and shares risk and reward in an equitable way. That’s why we talk about balanced banking.

Key responsibilities

Line Manager responsibility for c.6 customer service advisors
Lead, motivate and develop the team, resolving performance and behaviour issues promptly and encourage all team members to deliver to their full potential
Contribute to the maintenance of a strong control environment by minimising avoidable breaches and risk events
Support the team with the most difficult queries and escalations
Oversee the key processes within the department to ensure we’re delivering excellent customer outcomes, every time.
Support the continuous improvement of the department by regularly reviewing the quality of customer interactions
Monitoring of SLAs, customer satisfaction, FCA compliance, TCF, adherence to the bank’s values, policies and procedures
Use of management information for reporting purposes

Key Skills required

Demonstrable experience of being a strong and inspiring leader (preferably within Banking but definitely within Financial Services)
Flexible in approach, and rational when faced with changing priorities in a dynamic environment
Ability to multi-task and work in a fast-paced environment while providing a high level of customer service.

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

Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Please be advised that we have an appointed recruitment partner, The Curve Group, to manage our recruitment process and give candidates the best possible experience in pursuing a career with Gatehouse Bank. The personal details you have shared with us may be processed by The Curve Group on behalf of Gatehouse Bank. Full details of their Privacy Policy can be viewed by using this link https://www.thecurvegroup.co.uk/privacy-policy/