Financial Services Agency Manager

Southport PR9

26-31.5k

At KBA we are driven by a clear purpose to help all our customers achieve financial resilience and their life is better for dealing with us.

At the KBA Building Society Agency our agency colleagues are passionate about customer service and making a difference to customers businesses and our communities. With KBA you will get genuine opportunities to learn and develop as part of our value led organization.

Work Type

Managing and organizing the day to day running of the agency in line with customer, KBA requirements.

Developing and nurturing team members to be the best that they can be, using tools available.

Providing products and services to the needs of new and existing customers, through dealings with individual Customers and managing customer relationships.

Main Job Duties and responsibilities

Create an environment where colleagues feel motivated, to achieve positive customer outcomes

Maintain a culture of compliance to agency procedures, regulation, conduct, data protection and compliance.

Develop and maintain a culture of continuous improvement.

Provide guidance and support to team members and wider team.

Report and monitor issues and performance weekly.

Identify training and development needs of team.

Lead , manage, support and coach teams to successfully deliver sales and excellent customer service. using constructive, effective feedback

Maintain accurate records, monitor adherence to process and procedures as well as managing risk using monthly risk checks and one to ones.

Effective communication and delivery of information

Build collaborative working relationships

Undertake training and competence interventions/observations to identify development issues and provide effective feedback to improve performance.

Ensure all Mandatory training is completed on time by the team and yourself.

Carry out team meeting weekly and record actions.

High achiever in Customer Service, ensuring the end  to end process is smooth efficient and gives the customer an excellent experience.

Recruit and evaluate to ensure that the right people are in the right seats to deliver the company strategy.

Have an excellent knowledge of finance systems, processes and procedures and have worked in a branch/agency previously

Attend monthly, bi- annual and annual meeting as required.

Monitor leave and sick levels in line with KBA policy.

Adhere to requests from KBA management team.

Deal directly with customers by phone, electronically or face to face.

Handle and resolve customer complaints using effective communication

Obtain and evaluate all relevant information to handle product and services inquires

Acting with care and integrity to build trust in the company and provide great service. 

Open savings accounts for new and existing customers in line with customer requirements

Deal and respond to postal enquires and account opening in timely manner

Organise calandars and workloads to meet needs of customers and business

Communicate with internal departments

Update customer information in line with GDPR policy.

Be a team player and work in team work to achieve same goal, ensuring customers needs are met

Champion and help new and existing team members to be the best they can be

Be responsible for own development, many of our colleagues gain industry qualifications which KBA will support you in doing as well as development in careers within the wider organization.

Flexible approach to work across agencies in our area and Saturdays when needed.

This is not an exhaustive list

Knowledge & Skills.

Good attention to detail and the ability to work accurately.

Excellent communication & organisational skills

Passionate about customer service.

Ability to drive continuous improvement using customer service experience and Management Information reports.

Good telephone manner

Able to work as part of a team and with little supervison

Challenging and logical approach to improving procedures.

Continuous improvement mind set.

Commercial awareness

Positive, approachable & helpful manner.

Clear credit history & clear criminal record.

Minimum GCSE grade C in English & Maths

Benefits:

Pension

25 Days holiday plus Bank Holidays

Staff Events

Supported progression including qualifications where desired

£26,250 - £31-500 starting salary depending on experience and progression within the role.

Birthday off

Company events

Company pension

If you have what it takes to be our customer service team leader please send your cv or contact