Customer Assistance Team Manager
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Customer Assistance Team Manager
Department: Debt Recovery
Employment Type: Permanent - Full Time
Location: Leeds
Description
As a customer assistance team manager, you will be responsible for ensuring sufficient resource exists and is correctly allocated to achieve agreed service levels and you will play a vital role in supporting customers and providing excellent service.
You and your team will guide customers through a range of options and offer practical advice that gives them the tools to adjust their finances and take control of their mortgage arrears. You will support the customer to begin making affordable payments again so that their lender doesn't need to repossess the property.
Our team of customer specialists provide a non-judgmental, caring and compassionate approach, putting the customer first.
The Customer Specialists manage and progress a personal caseload of mortgage possession claims, ensuring that clients represented by the firm receive pro-active, consistent and efficient levels of service. As Customer Assistance Team Manager, you will with the Head of Recoveries and other senior staff, to develop best practices that deliver high quality customer rehabilitation services and achieve the agreed business plan.
The role is full time, Monday to Friday 37.5 hour per week at our office in Leeds.
Key Responsibilities
- To ensure the Customer Assistance Team is correctly structured and resourced to deliver to agreed service levels.
- To take customer calls on an overflow basis, when there are no Customer Specialists available to take them.
- To ensure that clear roles, responsibilities and objectives exist for all team members.
- To ensure the Customer Specialists receive the training required to enable them to perform their roles effectively.
- To ensure that team members escalate sensitive matters to an appropriate member of the Recoveries Management Team as soon as they arise.
- Perform one to ones with team member at the agreed frequency.
- To maintain awareness of existing client's business values and commercial issues.
- To contribute to client relationship management at an operational level.
- To ensure that client management information reporting requirements (both ad-hoc and prescribed) are met for your service area.
- Manage uploading of calls for client call scoring requirements.
- To ensure compliance with Flint Bishop policies and procedures, and professional obligations under the Solicitors Code of Conduct, at all times.
- To perform 1st line of defence call monitoring and scoring and provide feedback and coaching to team members as required.
- To ensure complaints received via the CAT Team are documented and addressed, that root causes are reviewed and rectified, and lessons are learnt and shared.
- To identify and facilitate systems and process improvements that will help improve the services we deliver to our clients and their customers.
- To understand client systems, we are required to use and to train team members to use them effectively.
Skills, Knowledge and Expertise
- Personable and strong communication skills, both written and interpersonal
- Capable of hands on problem-solving, with ability to generate ideas and solutions
- A positive and determined approach to researching and analysing new business opportunities
- Ability to cope with competing demands and to prioritise tasks
- Excellent organisational and time management skills
- A 'team player'
- In-depth knowledge of mortgage possession proceedings and customer rehabilitation combined with demonstrable people management and client liaison skills.
Disclosure will be required in the event that a position is offered.
Financial checks will be required in the event that a position is offered.
Benefits
What we offer?
- Competitive salary
- Bonus potential
- Life insurance
- Great working environment at our Leeds offices
- Career development opportunities
- 25 days holiday plus bank holidays
- Options to buy & sell 1 week's holiday
- 1 week's holiday carry over
- Extra day off for your birthday
- Staff card discount scheme for local shops
- Social days and evenings on the firm
- Staff discounts on legal services