Head of Customer Service Operations

More2Life, part of the Key Group of companies, has been a pioneering force in the Equity Release market since it’s launch in 2008. Today, operating from our offices in Preston, we help over 1000 people every month to confidently release cash from their homes, significantly growing year on year to become one of the largest lifetime mortgage lenders in the UK.
We require a Head of Account Servicing
to join the business, to transform services provided to our later life lending customers. The role will be responsible for developing and operating a specialist function (processing and telephony), whilst being responsible for all issues surrounding the function, including: customer queries, annual property management processes, death and long term care situations, customer vulnerability, payments and redemptions.
As well as providing first class services to our customers we also act on behalf of our funders in protecting their security and assets. At times these can be conflicting requirements, so mediation and communication will all parties becomes critical to ensure the best possible outcomes for all
Main role and responsibilities:
evaluate and manage the processes of the specialist lender.
with key personnel within the business, developing key relationships with stakeholders
comply with all FCA policies and procedures and any legal and regulatory requirement that the company is obliged to adhere to
lead, coach, motivate and develop your team to ensure service channel objectives are achieved
ability to handle complex case processing within a busy telephony team
and uphold an open, transparent and customer centric culture across the operation
and continuously embed the company values in every aspect of the role
carry out any reasonable instruction commensurate with the role.
Key knowledge, skills and experience:
within a data driven operations environment
in partnership with MI/BI teams, embedding ways of working
and experience of robotic process automation (RPA) is highly advantageous
with vulnerable customers
Services and Later Life Lending experience is highly advantageous, as is working with vulnerable customers.
Some of our amazing benefits:
days holiday, plus bank holidays. Rising to 28 based on length of service.
holiday purchase scheme
charity day
1 pension (5% Employee, 8% Employer)
Health
Assurance
Staff Referral Scheme
Service Award
Maternity & Paternity Pay