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) principles.
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 affect 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.
#J-18808-Ljbffr