Customer Service Team Manager - Collections

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VN-18749

Permanent

Solihull

Up to £39,000

26 February 2021

We are looking for a Team Manager to join our Home Finance Collection team in Solihull.

In this role you’ll be primarily responsible for the management of Maturity Accounts from the Maturity Event until eventual redemption.

As team manager you’ll coach and develop your team, leading them as they provide excellent service to our customers every time! You’ll also support the Head of Mortgage Collections in the development of broader Collections functionality.

  • You’ll be responsible for the day-to-day management of the Collections team including adherence to Service Level Agreements and achievement of Key Performance Indicators through work prioritisation, allocation and resource planning.
  • Supporting the creation, development and ongoing governance of department documentation such as procedures, process guides, letters and training material.
  • Embedding a culture of continuous improvement through identification and implementation of operational efficiencies.
  • Undertaking account reviews and call listening to provide timely feedback, support and additional training to ensure process adherence and fair customer outcomes.
  • Providing support to the immediate team and wider business area on complex accounts through engagement with relevant SMEs and undertaking of appropriate risk assessments.
  • Deputising for the Head of Mortgage Collections in attending forums/committees, working groups and other similar meetings.
  • Supporting delivery of a customer and people focused culture and acting as a role model of the L&G behaviours.
  • Managing the team in accordance with the Company’s policies and procedures, including the Partnership Agreement, so that the team’s business objectives are achieved consistently.
  • Strong interpersonal skills and the ability to communicate effectively in a range of methods to varying audiences.
  • Previous experience of managing Customer Service oriented teams or back office operations. Including conducting account/call reviews, providing feedback, coaching and development plans.
  • Experience in identifying and implementing operational efficiencies, developing and maintaining processes, procedures or customer correspondence.
  • Strong verbal and numeric skills .
  • Prior experience in managing Probate, Litigation, Arrears or properties in possession would be ideal.
  • Understanding of Equality & Diversity, Discipline and Grievance policies. 
  • Experience in resource and capacity planning would be desirable.

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days’ holiday, private medical insurance, discretionary performance related bonuses, paid overtime, a variety of share schemes, discounts at both a huge range of high street stores and our own great products. Your hard work will be rewarded when you join us.

 

About L&G

As a company, to be one of the world's largest Asset Managers, homebuilders, pension providers and insurances brands, we are diverse by our very nature. And we're a company that wants to use our diversity and influence to make society better in the long term - for everyone. To do this we need to be a company that welcomes everyone, where everyone can succeed. That means we're committed to building an inclusive culture in L&G where we can all perform at our best, no matter who we are, what we do or where we do it. So whoever you are, wherever you are, whatever your story, we'd love to hear from you.

About the business area

At Legal & General Home Finance (LGHF) we want to be the market leading retirement lender, recognised as providing excellent support for both advisers and their clients. As well as delivering great service, we want to provide an array of highly-flexible products that enable our customers to achieve their retirement goals and overcome the challenges of later life. In just a few short years, we don’t think it’s unfair to say that we have moved a long way towards achieving this ambition.

Our commitment to Equal Opportunities

We’re an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender identity or age.

Does this opportunity excite you but you’re not 100% sure if you meet all the requirements for the role? Or are you concerned that ‘normal’ office hours aren’t possible given your personal circumstances? We’re aware that candidates – especially women – can be put off from applying for a job unless they tick every box or because they don’t think they can achieve the flexibility they need. If this is you, we’re keen to connect; and whilst we can’t accommodate every flexible working request, we’re very happy to have a discussion. So why not apply?

 

How to find out more

If you’d like more information about this opportunity please contact David Mfon at David.Mfon@landg.com (LinkedIn: linkedin.com/in/david-mfon-235936160). Please note direct applications via email cannot be accepted for this role; only applications submitted through our careers website will be considered.

About L&G

As a company, to be one of the world's largest Asset Managers, homebuilders, pension providers and insurances brands, we are diverse by our very nature. And we're a company that wants to use our diversity and influence to make society better in the long term - for everyone. To do this we need to be a company that welcomes everyone, where everyone can succeed. That means we're committed to building an inclusive culture in L&G where we can all perform at our best, no matter who we are, what we do or where we do it. So whoever you are, wherever you are, whatever your story, we'd love to hear from you.

About the business area

At Legal & General Home Finance (LGHF) we want to be the market leading retirement lender, recognised as providing excellent support for both advisers and their clients. As well as delivering great service, we want to provide an array of highly-flexible products that enable our customers to achieve their retirement goals and overcome the challenges of later life. In just a few short years, we don’t think it’s unfair to say that we have moved a long way towards achieving this ambition.

Our commitment to Equal Opportunities

We’re an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender identity or age.

Does this opportunity excite you but you’re not 100% sure if you meet all the requirements for the role? Or are you concerned that ‘normal’ office hours aren’t possible given your personal circumstances? We’re aware that candidates – especially women – can be put off from applying for a job unless they tick every box or because they don’t think they can achieve the flexibility they need. If this is you, we’re keen to connect; and whilst we can’t accommodate every flexible working request, we’re very happy to have a discussion. So why not apply?

 

How to find out more

If you’d like more information about this opportunity please contact David Mfon at David.Mfon@landg.com (LinkedIn: linkedin.com/in/david-mfon-235936160). Please note direct applications via email cannot be accepted for this role; only applications submitted through our careers website will be considered.