Customer Service Team Manager

Posted 11 July by Distinct Development Solutions Limited Easy Apply

This is a an exciting opportunity to join TSB Mortgage Services as a Team Manager within our telephony team at our head office in Barnwood, Gloucester.

In this role you will be responsible for leading a motivated team of Customer Service Consultants to deliver an exceptional service to our existing mortgage customers.

We like our Team Managers to have these skills and experience:

experience of confidently leading a team of 12-16 partners to deliver an exceptional telephone-based service to our existing mortgage customers

Existing knowledge of mortgage policies and procedures

Lead by example in demonstrating excellent customer service behaviours in line with the TSB experience

Plan and manage staff resource to ensure customers receive an excellent experience every time they call

Complete regular Quality Checking to support the delivery of fair customer outcomes

Engage, coach and support partners through all stages of competence in line with the DCE Scheme

Supports and leads any business changes necessary.

Candidates must have:

Ideally have knowledge of the mortgage market.

Worked within an operation capacity within a bank or large financial services company.

Can evidence experience of managing a team of customer services, or sales advisors in a call centre environment.

Direct experience of working in a call centre based environment.

Existing knowledge of mortgage policies and procedures and understanding of the FCA compliance requirements surrounding the sale of mortgage products.

Working hours

We are looking for a flexible individual to work 35 hours per week. The department opening hours are 8.30am-7pm Monday to Friday and 8.30am-1pm on Saturdays. Your working hours would cover a variety of shifts to cover these hours.

Required skills

  • Call Centre
  • Customer Service
  • Financial Services
  • Management Experience
  • Mortgage Lending

Reference: 35601757

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