Case Team Manager - Manchester, United Kingdom - Smart Recruit Online Limited

Smart Recruit Online Limited

Verified Company

Manchester, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Are you a motivational and effective manager who can deliver a first-class customer experience? If so, you're just what we're looking for.
We have a fantastic opportunity for someone to join our Loan Processing Department as a Case Team Manager.

Our client is a highly established and reputable financial lending platform. They work with some of the most prestigious and growing financial institutions globally.

They have won numerous awards, including Best Use of Technology in Secured Lending, BrokerService Excellence, and Best Secured Loans Broker of the Year.

What can they offer you?

Annual Bonus Scheme (based on company performance and annual appraisal objectives/behaviours)
Flexible working arrangements
34 days holiday (includes bank holidays)
2 x days holiday buy/sell
5% pension contribution
Pension advice
Healthcare cash plan (plus free balance for dependants up to the age of 16)
Enhanced Maternity/Adoption/Paternity Pay
Enhanced sick pay
Income Protection
4 x Life Assurance
Car Scheme (after probation period)
Cycle to work scheme
Birthday takeaway voucher
Benefits portal with access to a wide range of retailer discounts

What will you be doing?

Reporting to the Senior Operations Manager, your main focus as a Case Manager Team Manager will be to manage, motivate and develop a team of Case Managers to ensure the delivery of a first-class customer journey by maximising customer satisfaction and conversionthrough providing "right customer outcomes".

Day to day duties include:

Managing your team to make sure it is running efficiently and effectively while providing an excellent service to customers
Supervising, monitoring and coaching direct reports, ensuring they fulfil their own responsibilities in these areas
Provide leadership, motivation and direction to a team of Case Managers and be responsible for their performance
Lead a team of Case Managers to achieve a standard of service that meets defined qualitative and quantitative standards
Ensure internal KPIs are met for the business as a whole, including conversion metrics
Manage, develop, coach and motivate Case Managers to ensure they achieve their goals and ensure that appropriate objectives and development plans
Actively participate in management meetings and demonstrate a commitment to achieving corporate and departmental objectives
Receive and deal with first stage complaints with the aim of resolving them to the customer's satisfaction
This list in not exhaustive and you will be expected to carry out any request deemed reasonable by the management._

What skills do you need?

5 GCSEs (A-C) or equivalent
Working towards or completion of the CeMAP 1,2 & 3 qualification
Good computer skills, keyboard skills and good knowledge of Microsoft Office, more specifically Word and Excel
Experience in a regulated sale environment is preferred but not essential
Proven track record of managing people is essential
Proven skills in the development and motivation of telephonebased employees towards the achievement of targets
Strong interpersonal skills, with the ability to communicate up
Strong numerical and analytical skills
Flexibility on working hours

Our client are committed to equality and diversity. They ensure that a job criterion is relevant to the successful undertaking of the job.

They do not indirectly disadvantage any persons on the grounds of gender, age, disability, race, ethnic origin, religiousbelief, sexual orientation or social status.