Direct message the job poster from AlbaCo Ltd
Are you currently seeking a Customer Service Manager role in Financial Services and looking for something new and different? Alba is a new bank for entrepreneurs. We're here to support the visionaries. The dedicated, diligent, driven. Because that's us, too.
We’re a team with a drive to do great things for Small & Medium Enterprises (SMEs) - the backbone of the British economy. We’re building something to help SMEs grow and flourish!
Do you share our passion? Are you looking for something new, something interesting and different? Are you looking to shake things up and join a great team in our East Kilbride Office in Glasgow? We would love to hear from you.
We are getting ready for full launch – excited to start to engage customers and start lending and now looking for a talented individual to take the lead for our customer services team. As the Customer Service Manager of a regulated early-stage Bank you will be responsible for building Alba Bank’s customer service function and team to provide excellent customer service and to promote a customer service excellence ethos throughout the Bank.
You will be responsible for leading the customer service function in an efficient and profitable manner, ensuring customer satisfaction, loyalty, and retention – customer service excellence and consumer duty at the heart of everything we do.
Key Responsibilities
Reporting into and working closely with the COO to enhance and develop the strategy and operating approach for customer services. Recruiting and developing an excellent customer services team. Developing and delivering customer service and sales metrics, measures, and reporting. Operating the function to continually focus on delivering outstanding customer service; creating engaged customers and facilitating organic growth. Taking ownership of customers issues and follow problems through to resolution. Setting and leading a clear mission and customer service ethos aligned to the Bank’s vision and mission and deploy strategies focused on that mission. Enhancing and continually improving service sales procedures, policies and standards aligned fully to the regulation. Keeping accurate records and document customer service actions and discussions. Analysing statistics and compiling accurate reports. Nurture an environment where your team can excel through encouragement and empowerment. Keeping ahead of industry’s developments and apply best practices to areas of improvement. Controlling resources and utilising assets to achieve qualitative and quantitative targets. Managing budget. Maintaining an orderly workflow according to priorities. This is an exciting opportunity to be part of something new and shape the function and team in a new Bank. If this has grabbed your attention and you would like to hear more, please message me. Seniority Level
Mid-Senior level Employment Type
Full-time Industries
Banking
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Reporting into and working closely with the COO to enhance and develop the strategy and operating approach for customer services. Recruiting and developing an excellent customer services team. Developing and delivering customer service and sales metrics, measures, and reporting. Operating the function to continually focus on delivering outstanding customer service; creating engaged customers and facilitating organic growth. Taking ownership of customers issues and follow problems through to resolution. Setting and leading a clear mission and customer service ethos aligned to the Bank’s vision and mission and deploy strategies focused on that mission. Enhancing and continually improving service sales procedures, policies and standards aligned fully to the regulation. Keeping accurate records and document customer service actions and discussions. Analysing statistics and compiling accurate reports. Nurture an environment where your team can excel through encouragement and empowerment. Keeping ahead of industry’s developments and apply best practices to areas of improvement. Controlling resources and utilising assets to achieve qualitative and quantitative targets. Managing budget. Maintaining an orderly workflow according to priorities. This is an exciting opportunity to be part of something new and shape the function and team in a new Bank. If this has grabbed your attention and you would like to hear more, please message me. Seniority Level
Mid-Senior level Employment Type
Full-time Industries
Banking
#J-18808-Ljbffr
