Head of Customer Service Operations

Job DescriptionMore2Life, 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 allMain role and responsibilities:evaluate and manage the processes of the specialist lender.with key personnel within the business, developing key relationships with stakeholderscomply with all FCA policies and procedures and any legal and regulatory requirement that the company is obliged to adhere tolead, coach, motivate and develop your team to ensure service channel objectives are achievedability to handle complex case processing within a busy telephony teamand uphold an open, transparent and customer centric culture across the operationand continuously embed the company values in every aspect of the rolecarry out any reasonable instruction commensurate with the role.Key knowledge, skills and experience:within a data driven operations environmentin partnership with MI/BI teams, embedding ways of workingand experience of robotic process automation (RPA) is highly advantageouswith vulnerable customersServices 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 schemecharity day1 pension (5% Employee, 8% Employer)HealthAssuranceStaff Referral SchemeService AwardMaternity & Paternity Pay