At a Glance
- Tasks: Lead customer and lending operations, enhancing service quality and operational efficiency.
- Company: Join a dynamic UK challenger bank revolutionising retail banking through a mobile app.
- Benefits: Hybrid working model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and customer satisfaction.
- Why this job: Make a real impact in a growing bank while shaping customer experiences.
- Qualifications: Extensive experience in customer operations and lending within retail banking.
The predicted salary is between 75600 - 92400 £ per year.
Referment is working with a fully regulated UK challenger bank that is rebuilding retail banking around a mobile app, backed by long-term investors and a growing customer base.
They are hiring a Head of Customer and Lending Operations to provide strategic and operational leadership across customer service and lending operations, setting service standards, improving processes and ensuring teams deliver effective support and good customer outcomes throughout the retail banking and lending journey.
You’ll lead customer operations across live chat, email, phone and social media, alongside lending servicing and collections, working closely with colleagues across the bank so operational delivery supports growth objectives and the product roadmap.
The remit is broad: building and coaching an effective management team, managing budgets and workforce planning, and introducing the technology and automation needed to improve service at scale.
The role is based in London, working Monday to Friday on a hybrid basis, with office attendance expected two to three days a week to support collaboration.
The Role
- Develop and implement the customer and lending operations strategy, aligning it with the bank's overarching goals and vision.
- Lead customer operations across live chat, email, phone and social media, together with lending servicing and collections.
- Set clear standards for customer care, service quality and operational delivery, with KPIs covering service levels, quality, productivity and customer outcomes.
- Ensure managers within the function manage team and individual performance effectively, and hold them accountable for agreed objectives through clear expectations, regular reviews, coaching and fair, prompt handling of concerns.
- Oversee the customer journey across retail banking and lending, from onboarding and loan origination through servicing, repayment and collections.
- Implement quality controls and process improvements that lift operational performance and customer satisfaction.
- Analyse customer feedback, complaints and service data to identify patterns, resolve recurring issues and prioritise improvements.
- Introduce appropriate technology and automation to increase efficiency, support growth and improve the customer experience, and make sure customer feedback and operational requirements inform product development.
- Build, coach and develop an effective management team, with oversight of recruitment, onboarding, training and performance management across the function.
- Manage budgets, resources and workforce planning to meet customer demand and support the bank's growth.
- Develop and scale loan origination, servicing and collections processes, working closely with Credit Risk, Product and Compliance.
- Oversee support for customers experiencing financial difficulty or vulnerability, ensuring their circumstances are understood and appropriate support is provided.
- Ensure compliance with regulatory requirements, data protection standards and internal policies, and identify and manage operational risks, maintain effective controls and elevate material issues promptly.
What We're Looking For
- Substantial experience of leading customer operations within retail banking, together with practical lending experience.
- Proven experience of leading managers, developing their leadership skills and holding them accountable for team performance and productivity.
- Ability to set clear objectives and address underperformance fairly, with appropriate coaching, support and development.
- A track record of improving customer service and operational processes to support growth, efficiency and good customer outcomes.
- Understanding of how to support customers experiencing financial difficulty or vulnerability.
- Sound knowledge of operational risk, controls and the regulatory requirements relevant to retail banking and lending.
- Ability to use operational data, customer feedback and performance measures to inform decisions and prioritise improvements.
- Experience of managing budgets, resources and workforce planning.
- Strong stakeholder management and communication, with the ability to influence senior colleagues and explain operational priorities clearly.
- Experience of working collaboratively with Product, Technology, Credit Risk and Compliance, and of leading change through technology and automation.
This could suit a customer operations leader from retail or digital banking, perhaps a current Head of Customer Service, Head of Lending Operations or Head of Collections, who has run multi-channel servicing and lending operations and wants to own the full customer and lending operations function in a growing bank. #Referment
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Head of Customer and Lending Operations (87E5983) in London employer: Referment
Referment is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Finance Director, you will not only lead the finance function but also play a pivotal role in shaping the company's growth trajectory, with ample opportunities for professional development and advancement. Located in a vibrant B2B technology hub, the company provides a supportive environment where your contributions are valued and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer and Lending Operations (87E5983) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Referment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Referment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer and Lending Operations (87E5983) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Referment:Your cover letter is your chance to shine! Tell us why you want to work at Referment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Referment!
How to prepare for a job interview at Referment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
