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Customer Account Team Manager

Location

Thorpe Park, Leeds 15

Hours of Work

37.5 hours per week, core hours will be 8.45am - 5:00pm with 45 mins lunch.

Part time hours will be considered.

Due to business needs this role will be a hybrid of office and home working with a minimum of 2 days in the office each week, with the flexibility to increase to a maximum of 3 days as required for training.

Benefits

• 25 days holiday with the option to buy or sell up to 5 days holiday per year
• Birthday off
• Monthly bonus scheme
• Cash healthcare plan
• Auto enrolment pension scheme
• Learning & Development programme
• Life assurance
• Flexible working options
• Volunteering days
• Bike to work scheme
• Gym discounts

The Role

Overview

To support the Customer Account Servicing Department to deliver first class customer service.

Key Outputs

Assisting the Customer Account Servicing Department in telephony administration duties including:

• Taking inbound calls from customers, solicitors, brokers, 3rd parties, executors etc
• Establishing the reason for the call and deciding on the appropriate resolution
• Refer customers that have wider complex queries to the Specialists within the relevant teams, ensuring full handover process is adhered to guaranteeing a seamless Customer Journey
• Complete customer security and identification checks prior to discussing and disclosing confidential information.
• Ensure accurate case notes are updated for each enquiry.
• Provide a friendly, efficient, and accurate telephone service to all customer enquiries about their existing Mortgage.
• Manage customer accounts post completion to ensure the property is occupied as part of our mortgage terms and conditions.
• Manage Redemption Statement Requests from customers/solicitors & authorised 3rd parties.
• Assist customers requesting further drawdown borrowing.
• Always deliver exceptional customer service over the phone
• Other ad hoc administrative duties as required.
• To comply with company standards and policies, e.g., Data Protection, Financial Crime, Treating Customers Fairly, Complaints Procedure etc.

The Person

Overview

• A presentable and organised individual with a keen work ethic.
• An excellent communicator, able to deal with customers and colleagues in a professional manner which is confident, open, and honest.
• Proactive, self-motivated, and positive approach to work
• A passion and drive to achieve excellent customer service.

Skills & Experience

Mandatory

• Experience of working with customers/3rd parties delivering exceptional service
• Excellent communication and relationship building skills
• Highly organised with strong attention to detail
• Ability to multi-task in a fast-paced environment
• A keen work ethic committed and customer focused approach.
• Confidence to facilitate sensitive conversations and the ability to empathise with different customer situations including vulnerable customers.
• Proficient in the use of Microsoft Office applications

Desirable

• Previous experience of working in an administrative role

Qualifications

Mandatory

• GCSE (or equivalent) Maths and English grade C or above