Customer Service Manager (8m FTC)

BELONG. There’s no place like Principality.

Our home is your home. So, when you decide to join the team, we’ll go further to bring you the warmest of welcomes. From a friendly and inviting environment to a flexible benefit package designed around you – when it comes to belonging, there really is no place like Principality. We keep it flexible wherever possible; we encourage you to look after yourself; we do our bit in the communities we serve and support you in doing the same, and we promise to get better together.

Some reasons you may want to consider working with us; we have an award-winning flexible/hybrid working policy, we’re a 2022 winner of UK Best Large Workplaces for Women, we have a refurbished hi-tech office in the centre of Cardiff designed around colleague feedback, we ranked number 6 for wellbeing in 2022,  we have an extensive financial and well-being benefits package ‘’Belong’’ designed to put our people first, we have consistent colleague engagement scores of over 85% and a caring community of supportive Networks. But that’s not all, discover why there’s really no place like Principality; https://www.principality.co.uk/careers

We’re looking for a Lending Customer Services Manager to lead our Mortgage Arrears team to manage a high-performing team handling mortgage arrears, litigation, and repossession cases, ensuring good customer outcomes, driving operational effectiveness and efficiency, compliance with regulations and within the Society’s risk appetite. This is a great opportunity for someone who wishes to expand their experience, take on a new challenge and contribute to a high-profile area of the business.

What You'll be doing:

• Support team members in managing sensitive and complex conversations with customers experiencing financial difficulty to help them find and manage solutions suitable to their needs and circumstances, being the point of escalation and resolving complex cases
• Ensure the team’s wellbeing and resilience through active engagement, support, and development initiatives.
• Manage litigation and property repossession cases making effective risk-based decisions that drive good customer outcomes.
• Manage and work with third parties, such as solicitors and estate agents, ensuring effective working relationships and cost management.
• Work collaboratively with stakeholders across the business to streamline processes and improve outcomes.
• Use data-driven insights to refine strategies and enhance performance.
• Drive a culture of continuous improvement, empowering colleagues to take ownership and be the best that they can be.

What we’re looking for:

• Leadership experience with the ability to demonstrate having made an impact to performance
• Ability of developing and empowering colleagues and creating an open and collaborative team environment
• Commitment to team wellbeing, fostering a supportive and resilient culture.
• Experience in risk assessment, financial decision-making, and driving operational strategies
• A track record of driving process improvements and delivering results.
• Excellent communication and conflict resolution skills to handle sensitive customer situations.
• Understanding of and experience in working in mortgage / lending servicing and/or sales environment is ideal but not essential
• Experience in working in an Arrears environment is ideal but not essential
• Experience in working with and managing third parties is ideal but not essential

If you have any questions in relation to this role, please contact the recruitment team at -recruitment@principality.co.uk

‘’We are passionate about creating an inclusive workplace where diversity is celebrated and where colleagues feel a sense of belonging’’ Daniel Priest, Inclusion Manager. But don’t just take our word for it, see what our colleagues say about working here too; Careers (principality.co.uk)