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Head of Customer Services

Debt Managers
Job LocationRotherham
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Debt Managers Services Limited are looking to add a Head of Customer Services to their growing team. After a successful 2020 DMSL are now looking to continue with their growth and this role will play a huge part in that journey. You will be joining the business at an exiting time, we have just found out we have moved up 5 places in the UK Best Workplaces moving us up to 23rd!Key 2020 Points- Not a single person placed on the furlough scheme in 2020- Havent made a single redundancy- Increased our headcount dramatically through the pandemic- Adapted to a more flexible, hybrid model for working remotelyThe Head of Customer Services (HCS) will be responsible for the day-to-day management of operational teams including (but not limited to) Collections, Correspondence, Customer Care, Trace and Quality Assurance. The HCS will be focused on the delivery of appropriate and effective customer service and outcomes by driving an efficient operation through positive, engaging leadership. The role will support the Head of Operations in the implementation of strategic objectives for the business and will provide exceptional leadership to motivate and develop others.Key Responsibilities

  • Leadership - provide exceptional leadership of c150 FTE across all operational teams, providing structured development, coaching, performance management and driving staff engagement across operational functions.
  • Performance - driving operational performance, efficiencies and effectiveness. Delivering to target revenue and cost targets.
  • Conduct Risk - ensure customer interactions deliver appropriate commercial and compliant outcomes through a "world class" customer centric service, driving complaints levels down, CSAT score up. Represeting Operations in the relvant Risk & Complaince Committees.
  • Customer Engagement - drive a culture of customer service excellence, improving the number of interactions and the services provided via all contact channels
  • Resourcing - ensure operational functions are appropriately resourced and engaged through effective capcity planning, recruitment, staff engagement strategies and retention
  • Operational Risk - ensure adequate controls and measures are in place to manage risk, track performance and service levels throughout operational functions
  • Thought Leadership - drive value add change in all operational and other business related areas including systems, policy, process, technology, strategies
  • Demonstrate Debt Managers’ culture and values through positive behaviour with all staff, customers and suppliers
  • Ensure operational policies and procedures are maintained and adhered to
  • Embrace business change initiatives by taking a proactive role in implementation
  • Develop and maintain positive working relationships with internal support functions, stakeholders and third parties
  • Managing and developing all customer contact channels, including email, SMS, web and blended inbound / outbound telephony activity against agreed service expectations
    • Key Interfaces
  • Exco members
  • Head of Operations
  • Collections strategy, delivery and performance
  • Debt Managers stakeholders and enabling functions including, but not limited to: HR, L&D, Risk and Compliance, Change, IT, Quality Assurance and other group functions
    • Relevant industry associations and clients as and when requiredEveryone is different. Everyone is valuedWe’re building one of the best banks in Britain. It’s what we’ve been doing since 1952 and in that time, we’ve learned that we’re more than the sum of our parts. We’re a strong Group because of our people. And all our people are different.Every one of our employees brings unique talent, ability and perspective to their role.That’s why Secure Trust Bank Group nurtures differences. We understand that we perform better because we’re not cast from the same mould. We actively embrace and celebrate diversity, work with leading industry bodies and support initiatives that reinforce our philosophy of giving you the freedom to be who you are.We’re an award-winning bank providing savings accounts and lending services to over one million customers. We’re Secure Trust Bank Group. We embrace difference. Required skills
  • Customer Satisfaction
  • Customer Service
  • Leadership
  • Team Leader

    • Keyskills :
    Customer Service Team Leader

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