Job Description

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Description

As the Savings Customer Service Team Leader (Back Office), you will be responsible for managing the day-to-day operations of the Back Office team. This includes overseeing administrative tasks and ensuring customer requests are processed efficiently in line with business objectives. You will also be expected to identify and implement operational improvements, while leading and developing a team of Customer Service Agents to deliver high quality, effective customer service.

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Key Responsibilities

Oversee the performance of the Back Office team, ensuring business objectives and SLAs are consistently met Analyse administrative task data against service levels to identify trends and plan resources to meet demand and optimise productivity Lead, motivate, and coach the team, providing feedback and arranging training to maintain high-quality customer service and performance Act as the main point of contact for escalated referrals, including vulnerable customers and sensitive situations, managing complex responses Monitor and review the quality of customer interactions, recommending improvements to enhance satisfaction Identify opportunities to streamline processes and maximise operational efficiencies Provide input on policy and procedure updates to ensure regulatory compliance and positive customer outcomes Conduct regular 1-2-1s and performance reviews, assessing individual performance and agreeing development plans Support reporting requirements, including preparing MI packs for forums and committees as needed

Proactively manage operational risks outlined in the RCSA, ensuring controls are effectively designed, tested, and performed Ensure compliance with relevant financial regulations and internal policies

Collaborate with stakeholders across the business to align team performance with overall business objectives
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Skills, Knowledge and Expertise

At least 2 years' experience leading a Back Office Support Team is desirable Proven ability to analyse data and develop resource plans to meet operational demands is essential Strong background in handling escalations and resolving complex queries, including those involving vulnerable customers or sensitive situations, is essential Direct experience in conducting performance reviews, managing performance, and overseeing absence management is essential Knowledge of financial services and relevant regulations is essential Experience working in a fast-paced, change-oriented environment is desirable Sound understanding of Risk Control and Self-Assessment processes is desirable Strong verbal and written communication skills Analytical and problem-solving mindset Customer-focused with the ability to manage sensitive situations Confident and effective team leadership Adaptable and resilient in a changing environment Compliance and risk awareness
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Benefits

Competitive salary 25 days holiday PLUS your BIRTHDAY off Pension contribution with Royal London Life Assurance Private medical, dental and optical health insurance with Axa Hybrid working - Wrexham Free breakfast available


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About Chetwood Bank

We're a UK-based digital bank dedicated to getting the basics right and offering straightforward savings and mortgages

Data Protection

We anticipate that we will retain your data as part of the recruitment process for no longer than is necessary for the purpose for which it was collected unless we have sought your consent to keep your data for future suitable job vacancies.

Cifas

The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, and your data protection rights, can be found by [https://www.cifas.org.uk/fpn].

Chetwood Bank does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as the property of Chetwood Bank and Terms & Conditions associated with the use of such CVs will be considered null and void.