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City & Capital are delighted to be supporting a fast growing & highly respected investment house and commercial property finance lender who are on a huge growth curve, driven by strong investment, and ambitions to be the leading player in their sector.
Our client supports property development and investment professionals with access to small or large property backed loas for key projects. The products on offer include bridging finance, development exits, BTL, portfolio BTL and commercial term mortgages. Deal sizes can range from c£250k - c£50m+.
The lender has plans to double the size of their loan book over the coming period which requires substantial lending volumes.
Due to this, our client is keen to identify and appoint an analytical, motivated and forward thinking Customer Excellence Associate to their growing team, at an exciting time.
The Customer Excellence Associate position reports directly in to the Head of Customer Excellence and you will support them in all aspects that drive the successful attainment of key business objectives.
Customer Excellence Associate - Required Experience:
Business Analysis
- Define and develop strategies to enhance customer journey and satisfaction, creating best-in-class service delivery standards
- Implement tools to measure customer satisfaction and identify areas for improvement
- Lead the customer experience strategy, embedding organisational, behavioural, system and process changes
- Establish and implement key performance metrics for customer satisfaction across the company
- Create and deliver reports on customer satisfaction results
- Drive technology improvements that support the customer experience strategy
- Monitor market trends including new services and competitors
Business Management
- Communicating and collaborating with internal teams and stakeholders
- Preparing executive reports and presentations
- Organising and following up on management meetings and setting agendas for key discussions
- Addressing gaps in customer journey especially during transitions e.g.-Sales to Underwriting
- Creating and delivering training to improve staff understanding of customer needs and the customer journey
- Resolving stakeholder conflicts to maintain operational excellence
Project Management
- Oversee specific initiatives aligned with company goals including planning, executing and monitoring projects
- Act as a central point of contact for stakeholders ensuring alignment and communication
- Track deliverables, decisions and risks and escalating when needed
- Manage stakeholder interactions, providing feedback to improve outcomes
- Provide executive-level reports on project progress, risks and outcomes
Ideal Personal Attributes
- Previous experience in project management, business analysis or operational roles
- Advanced skills in Excel and PowerPoint with strong skills in data analysis and reporting
- Proven ability to create and deliver high quality presentations
- Expertise in documenting governance policies and procedures
- Knowledge of change management and process improvement initiatives
- Strong communication skills both written and verbal
Most importantly the ideal individual will have the ability to thrive under pressure, be adaptable in changing environments, have excellent time management skills and be confident in engaging with stakeholders.
The salary on offer is up to c£50k, which will be relevant to experience and performance at interview, as you would expect. Higher offers may also be considered for exceptional experience.
This role will be based in the lenders lovely Mayfair offices, Monday - Friday.
There is a reasonable amount of urgency to fill this position as you might expect in line with exciting growth plans. Therefore if this role does sound like one that you are both qualified for and interested in then we look forward to your application.
We will aim to review your application as quickly as possible and where it is deemed that your experience does meet the requirements of the brief, we will be in contact for an initial chat to share more with you on the client and role and to understand better your expectations & circumstances.
We look forward to hearing from you.
