Job Details

Customer Care and Collections Team Leader

Cardiff, South Glamorgan, United Kingdom, £33,000 , Permanent

Posted: 21 hours ago


Job Title: Customer Care and Collections Team Leader

Location: Cardiff with some flexible working

Salary: Up to £33,000

Hours: Monday to Friday 9am to 5.pm


  • 26 days holiday
  • Very generous Pension
  • Private Medical Insurance
  • Life Cover
  • Critical Illness cover
  • Annual discretionary bonus

About the role of Customer Care and Collections Team Leader

Working for an established Bank, going through a period of high growth and change, we now have a great new position to lead, develop and motivate the customer care/collections team of 5, ensuring the team performs in accordance with prescribed standards and policies adopted across the operation function and more specifically within customer care

Responsibilities for the role of Customer Care and Collections Team Leader

  • Create a highly engaged and motivated team with a strong emphasis on listening
  • Lead the team through change
  • 70% of your time will be dedicated to coaching, performance management and observing the team interacting with customers, exploiting coaching opportunities to deliver maximum colleague benefits
  • 20% of your time will be focused on continuously improving the servicing and arrears processes and systems in operation
  • 10% of your time will focus on developing your own personal development and acting as a role model to the team
  • You will play an active role in shaping the customer care function, ensuring the team are equipped to help customers negotiate key critical events during the lifetime of their mortgage.
  • Work with the team to develop a smart working approach, understanding the team's capacity requirements and develop clear resource plans that provide customers with a high value/low effort experience
  • Use the quality assurance framework to ensure compliance within the training and competency framework
  • Create accountability for your team by coaching and performance managing them to achieve clear goals using Smart objectives
  • Review the training and competency framework.
  • Develop plans and performance management should be in place for colleague who may have further development needs
  • Regularly review policies
  • Regularly review and work with the learning and Development manager to ensure your team have the skills and knowledge to handle customers and brokers queries
  • Work with out team to develop personal development plans
  • Work closely with team leaders across customer service and customer support functions
  • Comply with all company policy and procedures including GDPR, Money Laundering, health, and safety, PRA/FCA regulations, employment, and other legislative requirements as applicable
  • Act as the point of contact for ad manage the day-to-day relationships with solicitors, escalating accordingly.
  • Act as a point of escalation and support for the operations function offering bespoke solutions to day-to-day operational issues
  • Act as a point of reference and referral for complex home reversion issues and unredeemed accounts, offering pragmatic advice and solutions by drawing upon your broad and deep mortgage experience

Experience required for the role of Customer Care and Collections Team Leader

  • Cemap or CeRER qualification is highly desirable
  • Min of 2 years financial services experiences ideally from the later life or equity release lending sector or a mortgage lender.
  • Experience gained in mortgage servicing with a proven track record in the end-to-end arrear's lifecycle
  • Able to deliver compliant customer centric solutions
  • People leadership skills and experience

For more information regarding the role of Customer Care and Collections Team Leader please contact us

Stellar Select is acting as an employment agency and is a corporate member of the REC

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days

Job Details

Cardiff, South Glamorgan, United Kingdom