Customer Service Department Manager - Marc Daniels : Job Details

An opportunity has arisen for a global leading brand in Bracknell for a Department Manager within their Customer Service offering. This role is initially offered on an interim basis for approximately 6 months and would suit someone with extensive customer service experience with an understanding of credit and financial service offerings.

Responsibilities:

• Maintaining and building upon strong retailer relationships as well as those with our colleagues, to be the "Lender of Choice".
• Promote an environment where your team acts with integrity, leading by example, promoting best practice and ensuring the team's conduct exceeds the expectations of our retailers, customers and our regulator.
• Motivation and management of the team to deliver retailer service excellence ensuring retailer relationships are maintained through the department functions.
• Deliver service to retailers in line with Consumer Duty rules and always ensure the right outcomes for customers through encouraging the right retailer behaviour.
• Deliver regular reporting through first line QA to manage deliverables and service KPIs and identify where improvements and support are required.
• Management of the credit assessment and activation work queues to ensure completion in a timely manner, regardless of the channel that the application was received through to ensure that SLAs are met.
• Manage, develop, and assess the team through the appraisal process. Set SMART individual goals and objectives.
• Organisation of resource to cover all work shift patterns required within the department to maintain a high level of both retailer service.
• Support the Customer Department Manager as required with resources and expertise.
• Manage and implement procedures and policies as required.
• Manage departmental reports and use them to provide a basis for recommendations to senior management when changes in policy and direction are required.
• Implement departmental process improvements and efficiencies using TQM (Total Quality Management) principals.
• Build the department's annual plan, setting clear objectives to achieve the company's overall objectives and strategy
• Review, identify and balance all elements that effect risk whilst maintaining a commercial viewpoint.
• Work to help deliver customer retention through initiatives that will enable to better understand the needs of our dealers and customers.

Requirements:

• Be able to communicate the vision to influence others to deliver the best results.
• Significant experience as a high credit assessment mandate holder is preferable.
• Experience of managing large teams within a successful call centre environment.
• A solid understanding of the legal and regulatory framework that governs the finance industry.
• Strong organisational skills which have enabled you to previously lead multiple assignments, to prioritise and deliver to tight deadlines.
• Enjoy working in a customer focused environment.

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