Team Leader - Customer Support - Secondment 12 months (Internal only)
Job title: Team Leader - Customer Support - Secondment 12 months (Internal only)
Location: Milton Keynes
Job Summary
The Customer Support Team Leader is responsible for overseeing the daily operations of the Customer Support team, ensuring customer inquiries and issues are handled efficiently and effectively. The role involves managing team resources, overseeing key processes, and leading by example to uphold the Bank’s ROC values. The Team Leader also plays a pivotal role in identifying and implementing process improvements to enhance customer satisfaction and operational effectiveness.
Key responsibilities
Operations:
* Monitor the Customer Service Mailbox to ensure all emails are addressed promptly and accurately within SLAs.
* Ensure the team supports other departments via incoming phone calls, providing account information, answering queries, and resolving issues.
* Oversee and manage the processing of new Purchase Plans, ensuring accurate system setup and timely notifications.
* Oversee customer redemptions, ensuring solicitors are instructed and processes are completed efficiently.
* Ensure retention processes are followed, meeting SLAs for seamless product transitions.
Leadership & Team Management:
* Lead by example, demonstrating the Bank’s ROC values to stakeholders and customers.
* Conduct regular competency checks in line with the Operational Training & Competency Scheme.
* Manage team attendance and resource allocation to optimise operational capacity.
* Support staff development through structured training plans and ongoing coaching.
* Monitor team productivity using management information (MI) to drive performance.
* Establish Key Performance Indicators (KPIs) to measure and improve team performance.
Process & Risk Management:
* Identify opportunities for process improvement and implement changes to enhance customer experience and operational effectiveness.
* Ensure Treating Customers Fairly (TCF) and Consumer Duty principles are embedded throughout the customer life cycle.
* Act as a Subject Matter Expert (SME) in process and strategy reviews, contributing to continuous improvement initiatives.
* Manage customer complaints, collaborating with the Complaints team to resolve dissatisfaction and prevent recurrence.
* Ensure all risk incidents are documented, root causes established, and remedial actions taken to mitigate future risks.
Regulatory & Compliance:
* Oversee third-party requests (e.g., councils, law enforcement) to ensure compliance with regulations and GDPR.
* Lead monthly meetings with third parties, such as solicitors, to ensure adherence to SLAs.
* Respond to audit review requests, ensuring accurate and timely information submission.
* Ensure compliance with post-completion processes, including monitoring Stamp Duty Land Tax (SDLT) and Land Registry registrations.
* Ensure the accurate processing of variable rate changes and Direct Debit indemnity claims.
Customer Experience & Escalations:
* Manage and support vulnerable customers, ensuring the highest service standards are upheld.
* Handle escalated customer, broker, and solicitor cases, ensuring fair outcomes and compliance with Consumer Duty.
* Collaborate with other post-completion teams to ensure seamless customer journeys and operational efficiency.
* Monitor and improve the overall customer experience, proactively identifying risks and addressing complaints.
Data & Reporting:
* Produce and maintain MI packs for internal meetings, supporting data-driven decision-making.
* Attend internal forums, addressing open actions relevant to the business area.
* Oversee bulk customer communications and ensure accuracy and compliance in delivery.
* Manage non-automated Annual Finance Statements, ensuring timely customer delivery.
Stakeholder Collaboration:
* Liaise with key stakeholders for customer-related property changes and escalation approvals.
* Build and maintain relationships with key business areas, including Operational Risk and Assurance teams.
* Actively contribute to a culture of continuous improvement, ensuring customer-centric service delivery.
Additional Responsibilities:
* Provide cover for absent direct reports to ensure seamless service levels.
* Oversee daily work activity, ensuring SLAs are met.
* Perform any other duties commensurate with the grade and level of responsibility of this role.
Skills required
* Banking experience, preferably in home finance, savings servicing, or bank operations.
* Ability to multi-task in a fast-paced environment while providing high-quality customer service.
* Strong verbal and written communication skills with attention to detail.
* Ability to meet deadlines and manage time effectively.
* Adaptability to shifting priorities in a dynamic environment.
* Experience leading and developing a customer-focused team.
* GCSE English and Mathematics (or equivalent).
Beneficial skills and qualifications
* Experience in risk management, compliance, or regulatory processes.
* Knowledge of banking regulatory requirements and consumer duty obligations.
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 offer personal and corporate savings products and finance for UK residential property, in addition to sourcing and advising on UK real estate investments.
We offer a highly attractive reward package; the typical benefits include:
* 25 days holiday entitlement increasing with service
* Pension plan
* Private medical insurance
* 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.
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