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- Lead, coach, and develop your team to deliver exceptional customer service to both internal and external clients.
- Drive continuous improvement in team processes and procedures, ensuring compliance within a regulatory environment.
- Provide accurate and timely Management Information while maintaining key data within the CRM system.
- Implement effective training strategies to ensure your team’s knowledge remains current and compliant.
- Handle escalated calls and complaints, delivering swift and satisfactory resolutions.
- Plan and manage resources effectively to meet fluctuating demand and support business objectives.
- Has experience managing teams of 12+ people, with a strong background in performance management and HR-related matters.
- Understands the importance of learning, development, and fostering a positive team culture.
- Possesses financial services experience, ideally within the mortgage, protection or financial advice sectors. (Experience in banking, general insurance, credit, legal or telecoms industries will also be considered.)
- Is comfortable with complex, technical information and has a solid understanding of regulatory environments.
- Management programme & qualifications to support career growth.
- Life Assurance (8x salary) and 7% employer pension contribution.
- 27 days of holiday + bank holidays, plus additional wellness and celebration days.
- The option to purchase extra holiday days.
- Electric Car Leasing Scheme and free car parking.
- Social events and staff development opportunities.
