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 Bank’s customers and for those customers needing additional or specialist support.
Responsibilities
* Demonstrate and lead a customer centric culture to ensure that all customers needs are met and ensure that the team is focused 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.
* Assure appropriate remediation of control failures and compliance breaches.
* Provide direction to support the first line of defence (1LOD) with developing, implementing and reviewing Key Risk Indicators and Risk Appetite reporting metrics in accordance with the Bank’s Risk Appetite.
* Be responsible for building, developing, and maintaining effective relationships with colleagues across the business areas and with counterparts in other functions such as Operational Risk and Assurance, Risk and Compliance.
* Produce high quality reports/presentation packs for sharing with key stakeholders. Maintain a full audit trail with clear records to support review conclusions, stored in accordance with the Bank’s records management conventions.
* Ensure all Risk incidents are raised appropriately by the business, documented and root cause is established. Oversight of remedial actions to ensure risks are mitigated. Full audit trail is established, and trend analysis is undertaken.
* Adhere to the risk framework, identifying and escalating any issues as they arise.
* Lead team of Customer Support Advisors by role modelling our ROC values and behaviours. People managers are responsible for completing all colleague life cycle activities such as recruitment; performance review process: providing input and encouraging colleague development with a focus on values, behaviours; wellbeing and to promote and enhance colleague engagement. People managers are also expected to adhere to all policies and procedures and ensure their team function effectively.
* To work alongside the wider Operations Leadership team and support any initiatives that impact the wider Operations function.
* Any other duties commensurate with the grade and level of responsibility of this post, for which the post holder has the necessary experience and/or training.
Milton Keynes
The role will work closely in conjunction with the other colleagues and teams to support the smooth transition of Home Finance applications.
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