Customer Experience Manager

Job Title

Customer Experience Manager

Company

Mortgage Broker

Location

Any branch across their Edinburgh locations, ideally moving around them if possible

Hybrid Policy

Some flexibility when required, but 99% of the time in office

Employment Type

Permanent

Salary Range

Circa £35-40,000 plus bonus potential

Key USPs of the business

A real success story within this space, they have grown to be a mid-sized firm. A well-oiled machine where there is good support, a real focus on development with a large team given the size of the business, and career mobility. Advisers can join and earn really good money, if they are driven enough.

Job Summary

The Client Relationship Management team support advisers through appointment setting, call handling, and helping to keep customers up to date at all parts of the mortgage application process.

This role will manage the CRMs across the branch network around Edinburgh, improving commercial effectiveness in several ways, including upskilling, improving processes across branches, and leading the team, reporting directly to Senior Management, NOT Regional Managers

Key Notes from Hiring Manager Discussion

Looking for a candidate who has perhaps had a bit of Call centre management experience/Retail branch management experience that can assist our Client Relationship Managers to become more commercially aware of the part they play in the business.

• Manage service standards in each branch in the region

• Carry out 1:1s, Appraisals etc

• Organise Mystery Shops and client questionnaires to monitor service levels

• Work to recruit new CRMs when required AND train them

Mortgage experience would be preferred.