Customer Services Manager - Stockport, United Kingdom - Vernon Building Society

Description

Permanent: Full-time, Stockport

Salary: £31,200 to £46,800 per annum dependent upon skills and experience (band mid-market reference £39k) plus valuable benefits

A great opportunity to join Stockport and Greater Manchester's only local Building Society

This is an exciting opportunity to lead a small and developing Head Office Team, which consists of a supervisor and 5 team members. It will appeal to someone looking to take the next step to develop their career and expand already acquired skills and experience, or to use strongly accumulated competence and capability in a different environment.

The role is to manage the highly important servicing of the centralised retail savings book and particularly the mortgage book (including customers in financial difficulty). Using good financial services knowledge and with an appreciation of regulatory requirements, the ability to focus on change, efficiency, and customer service improvement are important elements of the role. Leading and developing the team is an important part of the role.

In a quickly growing organisation that has a solid financial performance, the continued delivery of excellent service is critically important. The role requires focus on delivering high quality customer service and development of processes to support this.

Applicants should have a strong background in mortgage finance or retail savings, with mortgage knowledge being preferable. Full training and support will be provided to address any knowledge gaps.

Flexible Home Working option (2 days per week) is available after probationary period.

The role:

• Exercise personal skills, knowledge, and experience to manage the delivery of a high-quality customer service to existing mortgage customers and to new and existing retail savings customers. Mortgage experience will ideally be commensurate with being able to hold a mandate for approval of variations to mortgage contracts and occasionally approval of new lending.
• Act as subject matter expert and point of reference for the Customer Services Team, providing expert support in assisting their customer handling, decision making and development.
• Lead, supervise, train, and develop the team in the delivery of the efficient and effective processes within the Customer Services Team.
• Design, implement and maintain effective and efficient processes to ensure high quality customer services to mortgage and savings customers. This includes ensuring ease of access to services and support, identifying challenges, and proposing and implementing solutions.
• Ensuring appropriate collaboration and communication with the retail branch network, for the benefit of customers and the Society.

Desirable skills:

• Strong organisation and planning, with an attention to detail.
• Mortgage knowledge and experience gained in a secured lending environment.
• Retail savings knowledge (training can be provided to improve capability).
• Financial services experience.
• The ability to lead, motivate and develop a team a team.
• An understanding of efficient workflow processes and ability to improve processes for improved efficiency.
• A capability to interpret and comply with regulatory requirements.
• Ability to deliver to deadlines and with resilience to cope well under pressure, supporting the team through busy periods.

Package:

• £31,200 to £46,800 per annum dependent upon skills and experience (band Mid-Market reference £39k).
• Pension scheme with 7.5% employer contribution (after 13-week postponement period) and rising to 10% after 2 years. Employee contribution 5%.
• Annual Bonus Scheme (discretionary scheme).
• Salary exchange for pensions arrangement.
• 4 x salary death-in-service benefit (after 13-week postponement period).
• A birthday holiday.
• 25 days holiday (plus statutory bank holidays), increasing to 27 days after 2 years.
• Ad hoc or continual working flexibility under a formal Home Working Policy
• Health Cash-Plan.
• Cycle to work scheme.
• Volunteering days (2 days paid leave).
• Retail discounts package.

The closing date for receipt of applications is 6th June 2024.

The Society reserves the right to close the receipt of applications earlier in anticipation of large application volumes.

General Data Protection Regulations requires us to tell you how we collect, store and process personal data, when registering your interest with us. For full details about what data we collect about you, please either look at our recruitment privacy notice on our website or alternatively please contact me and I will arrange for a copy to be sent via email or post.

We hold your personal data on file for a period of 12 months (unless you request otherwise), following this your data will be erased. You can withdraw consent at any time, to do this, please email or write to us with your request.

Vernon Building Society is committed to promoting equal opportunities in employment. Any applicant will receive equal treatment regardless of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation (Protected Characteristics).