Job title: Customer Service Team Leader

Location: Milton Keynes

Closing date:

Job Summary

The purpose of this role is to be responsible for the day to day running of servicing and special servicing processes and strategies, ensuring the business runs smoothly and ensuring SLA’s, quality standards and customer service levels are achieved.

About us

Founded in 2007, we are a challenger bank that operates in accordance with Shariah principles, with offices in London, Milton Keynes and Wilmslow. We offer personal and corporate savings products and finance for UK residential and commercial property, in addition to sourcing and advising on UK real estate investments.

Key responsibilities

  • Build customer loyalty through continuous improvement and ensure customer satisfaction
  • Establishment and on-going review of working practices to ensure they are fit for purpose and meeting customer’s needs
  • Develop and maintain a working knowledge of policies, procedures and systems
  • Good understanding of consumer lending activities including products and services
  • Prepare, reconcile and validate loan data, account reconciliations, and financial transactions for accuracy
  • Monitoring specific Mailbox and directs internal and external phone calls
  • Provide support to other departments via incoming phone calls regarding account information. This includes answering questions, education on the product, and resolving any account issues
  • Prepare and deliver monthly and\or quarterly business reviews to senior management and clients
  • Ensure that all new loans are properly set-up on system and that all notifications, welcome letters, etc. are distributed to the appropriate parties
  • Perform necessary transactions and maintenance of system records to post loan advances, loan transfers, new portfolios and/or funds and reallocation
  • Build customer relationships by actively listening and resolving complaints quickly, efficiently and accurately. Explain policies and procedures courteously and patiently
  • Maintain, manage and track all completion documents and exceptions
  • Ensure that all laid down procedures and policies are always adhered to
  • Ensure that all staff receive an annual appraisal and follow up review in line with Bank guidelines and timescales
  • Identify products, services and other opportunities and threats within the market place and advise/recommend to management accordingly
  • Implement and embed the requirements of the risk framework and risk policies and relevant controls within your area of responsibility
  • Given the nature of the department, demonstrate a flexible approach and be prepared to occasionally work outside normal office hours, coupled with some UK travel
  • Any other duties commensurate with the grade and level of responsibility of this post, for which the post holder has the necessary experience and/or training

Skills required

  • Degree education or equivalent work experience
  • Banking experience, preferably in mortgages / savings servicing or bank operations
  • Ability to multi-task and work in a fast-paced environment while providing a high level of customer service
  • Excellent verbal and written communication skills and attention to detail
  • Effective interpersonal, customer service and organisational skills are necessary
  • Excellent customer service, problem resolution skills and strong PC skills
  • Ability to provide internal and external customers with the highest quality of customer service that meets their needs, in a timely efficient and professional manner; ability to follow up on customer complaints, questions or requests
  • The physical demands described here are representative of those that must be met by
  • Ability to meet deadlines along with excellent time management skills
  • Flexible in approach, rational when faced with changing priorities in a dynamic environment
  • Ability to perform in a strong customer-oriented team environment utilising strong leadership skills, professionalism, and teamwork

Additional Details:

We offer a highly attractive reward package; the typical benefits include:

  • 25 days holiday entitlement increasing with service
  • Pension Plan
  • Private medical insurance
  • Group dental insurance
  • Income Protection
  • Life Assurance
  • Employee Referral Bonus

Gatehouse Bank is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Please be advised that we have an appointed recruitment partner, The Curve Group, to manage our recruitment process and give candidates the best possible experience in pursuing a career with Gatehouse Bank. The personal details you have shared with us may be processed by The Curve Group on behalf of Gatehouse Bank. Full details of their Privacy Policy can be viewed here.


To apply, please send your CV to