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Customer Service Manager

About The Role

Are you looking for a role where you can focus on delivering a first class mortgage service and put customers at the heart of everything you do? If so this is the role for you…We are looking for a professional and dedicated individual to join our Direct Mortgages team as a Customer Service Manager.


As a Customer Service Manager:


  • You’ll lead your team to achieve their goals, quality measures and perform at a consistently high standard whilst ensuring that each individual feels like a valued member of the team.

  • You will work collaboratively with colleagues across the business to ensure that all key service levels are achieved, ensuring that the coordinator teams are experts in their field, who are fully compliant and deliver an excellent service. 

  • You will also be accountable for ensuring that a professional, effective and personal service is provided to all mortgage customers.




    Direct Mortgages are focused on providing an outstanding mortgage service to customers who are contacting us in relation to an existing or potential new mortgage application. We are the fastest growing department within the Society and due to the continued growth and success of the department we are recruiting again.


Hours of work - 35 hours per week within the following shift pattern

Monday to Friday                   8.00 am to 8.00 pm.

Saturday                                  9.00 am to 5.00 pm.

Sunday                                    10.00 am to 4.00 pm.

About You


About you:

To be a success in the role, planning and organising skills will be vital, due to the requirement to manage your team over a seven day shift pattern.


The ability to develop and coach your team to achieve excellent customer service standards whilst maintaining their compliance measures, personal goals and aspirations is essential, as well as developing your own potential.


A good knowledge of mortgage sales and application processes, the UK mortgage market and knowledge of regulatory requirements and procedures would be highly advantageous but is not essential.  


You will ideally have previous experience of managing a team or of working within a call centre environment.


You will be CeMAP qualified or prepared to study and complete the this qualification within 12 months of appointment


The Senior Manager says we offer a brilliant high energy working environment offering individuals fantastic training as well the opportunity to join a supportive and motivated management team

Key Information

Role Title:
Customer Service Manager
Salary Details:
£25,977 to £42,000 per annum (salary is inclusive of a shift allowance)
Number of hours per week:
Vacancy Type:
Permanent - Full Time
Closing Date:
31 Oct 2017

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