V-Hub Manager in Colchester

About us

Vida Bank provides competitive savings products through Vida Savings and specialist mortgage solutions through Vida Homeloans. Our mortgage business supports Buy to Let (BTL) and residential borrowers (ROO) who find themselves underserved elsewhere. Our mortgage customers range from Buy to Let investors to the self-employed and customers with multiple jobs. Our savings proposition is delivered online via our website and is focused on providing savers with fair, transparent and competitive rates. Our typical customers are active savers, who tend to look beyond their current account provider for savings accounts.

Our business model and strategy are underpinned by our core purpose to ‘Help More People Find a Place to call Home’. We are here to help the under-served, especially those with more nuanced personal circumstances or borrowing needs who are not able to access a mortgage from a mainstream mortgage lender. Working exclusively with intermediary partners, we combine cutting-edge technology with skilled and caring underwriting expertise to solve complex customer problems. As a fully regulated UK based bank with ambitious growth aspirations, we recognise the importance of having a clearly articulated culture strategy and the need to actively manage how it embeds in the business together with the behaviours which exemplify it.

As a recognised Best Companies Top 100 mid-sized company to work for in the UK and a finalist at the Financial Reporter Women’s Recognition Awards, we take pride in our diverse workforce, championing both ethic and gender diversity through our EDI commitments. Having met the target set by being a member of the HM Treasury Women in Finance Charter we have 50% of senior management roles filled by women.

With offices in London, Newcastle and Skipton, we bring our teams together regularly to collaborate and empower our colleagues to have more choice around when and where they work on the days they are not in the office, with colleagues working remotely in various locations across the UK.

Our Culture

We are proud to have built a culture founded on an ethos of caring, and that sits at the heart of our Vida Values, driving the way we run our business, support our customers and other stakeholders on a daily basis. We genuinely care about delivering the right outcomes for all our stakeholders who we consider through the cultural framework as our customers, colleagues, company and communities that we operate in. By Joining Vida you will have a sense of belonging in what is a diverse and collaborative environment, where you will be empowered to take responsibility for driving delivery. We embrace a diversity of backgrounds and experiences in our people, in the deeply held belief that better outcomes are achieved for customers when our colleagues are better placed to empathise with and understand their unique circumstances. From application to interview, we place inclusion at the heart of all we do.

Role Overview:

The role holder will be responsible for overseeing all aspects of Vida’s V-Hub in-bound telephony operation and ensuring the highest level of service is provided to our Intermediary partners. Duties will include guiding a team of Intermediary Engagement Specialists (“IES”), implementing strategies to improve productivity and performance, and setting and achieving performance goals. The role holder will be a leader who can effectively manage people, has a strong understanding of customer service best practices, and has excellent interpersonal and communication skills.

Key Responsibilities:

• Oversee daily operations of our V-Hub and manage a team of IES advisors
• Develop and implement procedures and performance standards
• Ensure real time management of inbound telephony lines to ensure sufficient coverage and messaging
• Analyse inbound calls and emails to identify trends and recommend actions to improve individual and team performance
• Ensure Intermediary satisfaction by implementing strategies to improve our quality of service. Handle and resolve escalated Intermediary complaints and issues, working across the wider New Business Operations where needed.
• Support recruitment of people and provide continuous coaching for our IES population
• Work with other areas to ensure a consistent and high-quality Intermediary experience
• Make recommendations to improve processes and ensure resource is properly allocated to maximise efficiency and Intermediary satisfaction.
• Understand all regulatory requirements in terms of telephony and ensure that these standards are met.
• Monitor quality performance of the IES population and agree any remedial training requirements to ensure that our quality of service is maintained
• Ensure the IES team have agreed objectives and Personal Development Plans and receive a minimum of monthly 1-1 discussion on their performance.

Requirements:

• Proven experience as a Contact Centre Manager or similar managerial position
• Excellent understanding of management methods and techniques
• Outstanding communication, interpersonal and customer service skills
• Working knowledge of telephony software and reporting
• Strong decision-making skills
• Excellent organisational and leadership skills with a problem-solving ability
• Willing to be flexible and adapt to a continually changing environment

Our Values

Our values are well established and recognised throughout our organisation. They provide a frame of reference for the behaviours expected from our colleagues every day. We find ways to break old conventions, especially those which cause exclusion or customer harm. We look for these qualities when hiring new talent into the organisation, and they underpin our approach to personal development and performance management for all our people. At the heart of this is the fact we care about our Customers, Our Colleagues and our Communities. We are:

• Visionary - We innovate and break old habits, thinking big and pushing boundaries together as one team
• Inclusive - We value each other’s differences and work to see people for who they really are
• Dynamic - We are flexible and fast, cutting through complexity and never accepting second best
• Authentic - We are honest and genuine, what you see is what you get

Benefits

We offer a comprehensive benefits package to support our employees’ professional and personal needs. Further details can be provided upon application.