More Information

Team Manager Customer Services Operations

Job Purpose

To develop, manage and motivate a team of Service Administrators dealing with a variety of Customer Service Operations related matters. 

Main duties and responsibilities of the role
· Lead and develop your team to be one that is regarded as being high performing through the effective utilisation of best practice management principles and behaviours

· Assist the Senior Manager in attaining high productivity and quality across the function

· Agree, set and monitor individual employee performance objectives, providing coaching, training and support where required

· Motivate and encourage team members through daily buzz sessions, floor walking and team meetings

· Ensure the goals of the business and the needs of customer are at all times the heart of decision making

Initially you will be managing the Mortgage Administration Team, supporting the migration of the Mortgage and Insurance back book, whilst providing support to team members in their transition into the new multi-branded Customer Service Operations function.

Applicants should

· Have proven leadership ability in a high volume, target driven environment

· Have excellent organisational and prioritisation skills and have the ability to deliver positive results in a pressurised, deadline driven environment

· Be able to identify solutions to problems and break down barriers to change

· Be a strong communicator, with excellent written and interpersonal skills

· Have the ability to use management information to analyse performance at team and individual level, and identify improvement actions

· Be aware of and compliant with regulatory and procedural obligations

· Have a commitment to delivering a high level of customer service at all times

· Have the ability to analyse data and forecast workloads, and to effectively communicate objectives to a team

· Have already worked in the Financial Services industry. Mortgage or Investment experience would be preferred. 

Successful candidates will be invited to participate in initial telephone interviews on 10^th or 11^th August, followed by an assessment day on 17th August 2010.

Explanatory Notes

Benefits

Life Assurance

• You will be covered by non-contributory Life Assurance for an amount equal to four times your basic annual salary.

Subject to and after the satisfactory completion of 6 month probationary period, staff will be eligible for the following:

Private Medical Cover

• For staff earning more than £17,077 (or pro rata where part-time). Additional cover can be purchased for dependants.

Subsidised mortgage

• The Society operates a house purchase scheme for staff.
  
  
• The scheme is available to all permanent staff. Staff on a fixed term contract will be eligible after six months service. Staff must be 18 years of age and over. Your mortgage must cover main residence.
• The scheme is based on affordability. Staff will receive a subsidy payment of 0.5% on the first £50,000 of the loan. This will be paid and taxed through salary. Full details can be obtained from the Staff Handbook available on the Society's intranet site (SCOTI).

Staff Defined Contribution (DC) Pension Scheme

• Staff are entitled to participate in the Society’s Defined Contribution (DC) pension scheme.
  
  
• Contribution levels are generous with total maximum combined employer and employee contributions levels being 16% of salary.
• The scheme is flexible enough to meet your budget as follows:
  
  

  Employee Payments % of basic salary	Employer Payments % of basic salary	Total payments % of basic salary
  Less than 0	0	0
  3	5	8
  4	6	10
  5	7	12
  6	8	14
  7	9	16

Life Assurance

• On satisfactory completion of 6 month service staff are covered by non-contributory Life Assurance for an amount equal to four times basic annual salary.

Stakeholders Pension

• The Society offers a Stakeholder Pension through Norwich Union.

Permanent Health Insurance

• Income replacement policy which is subject to meeting criteria laid down by the insurer.

Childcare Vouchers

• The Society offers a Childcare voucher scheme in partnership with Accor to all eligible staff.

Other Information

Training

• Employees are required to attend courses from time to time at Head Office. Most of the staff in the Society will attend training in house by our own trainers but if you or your manager think it would be beneficial for your development to attend external courses we will explore these options .

Job Opportunities

• All job opportunities that arise within the society are advertised internally on the Society’s Intranet site (SCOTI). Should you be interested in applying for a position then there is a link to the internal application form on line. Vacancies are often also advertised externally, particularly when the role requires specific technical skills or knowledge

Refer a Friend

• The Society has a refer a friend scheme which allows you to refer a friend or family member for a vacancy when it is advertised internally. The scheme allows you to be awarded with a payment of £300 after successful completion of their 6 month probationary period should your referral be successful.

Wow Scheme

• This is the Society’s recognition scheme allowing staff/customers to nominate individuals and teams for an award for providing outstanding service.

Yes Scheme

• This scheme is a means of listening to you - harnessing your energy and ideas and applying them to help us achieve our aim of ‘maximising member value’.

Employee Assistance Programme

• The Society provides a confidential Employee Assistance Programme for all staff .

No Smoking

• There is a no smoking policy throughout the Society premises.