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Head of Member Services - Hybrid role

Saffron Walden, Essex
Job Type
2 Sep 2022

About Us

We all know happiness comes from within. And it s no different with Money Happiness. It starts right here! At Saffron BS we re ready to build it, inspire it and celebrate it with our members, people and communities.

So whatever that 'happy is - from picking up the keys, to saving for that big day - we re here with open arms, curious minds and the kettle on. Ready to cheer our members on when they re winning, or build them back up when things haven t gone to plan. And why? Because that s what families do.

For us, this is much more than a job. We re here to make things better, roll up our sleeves and think what s next to rebuild. Our people are the beating heart of Saffron and it takes each and every one of us to provide the service we re proud of.

So bring you! Your energy, an abundance of team spirit and your hunger to help.

Together we re building happy.

The Role

As part of our continued growth plans, along with our passion to support a service that stands out, we are recruiting for a Head of Member Services to join our team. We will be looking for this person to manage the Member Services department to deliver a service that stands out for members and brokers in line with compliance, regulatory and legislative requirements

Our successful Head of Member Services will play a key role in ensuring that we are delivering a best in-class customer experience by leading, inspiring and motivating a team where engagement, productivity and customer satisfaction is high on the agenda.

This is a key leadership role and critical central role to mortgage and savings success.

Key Responsibilities (not limited to)

  • Responsible for the delivery of KPI s within agreed SLA s
  • Deliver on long term strategies and transformation projects, working closely with key stakeholders, including Customer Directorate SME to ensure processes and procedures and future working practices are reviewed and ensuring customer outcomes are central to any process delivery
  • Deliver and manage the provision of an end to end payment administration service to all savings members and ensure that the Society s interests are protected
  • To work closely with Sales, Underwriting and Risk/Compliance to proactively seek ways to reduce friction in the customers experience of dealing with Saffron.
  • Comply with defined processes to ensure regulatory compliance standards are met
  • Ensure department transactions are accurate and that processes are efficient and carried out in accordance with Policy and Procedures
  • Deliver and manage the provision of an end to end mortgage administration service to all mortgage customers and ensure that the Society s interests are protected
  • Accountable for the Arrears and Collections management through reporting and process to ensure decisions are compliant and are focused on customer outcomes, while protecting the interests of the Society
  • Control of the department budget, including forecasting and supporting with cost initiatives

About You

  • Passionate about building excellence through delivering a service you can be proud of
  • Excellent communication skills to build strong connections with internal and external stakeholders
  • Inspirational leadership to motivate and lead a team
  • A broad knowledge of mortgage operations
  • Experienced in providing direction and the development of strategic goals of the organisation
  • Respectful and kind; the way we treat each other sets the tone for how we treat our customers

Rewards & Benefits

Contract: Permanent

Salary: £95k basic salary + Car + benefits

Hours: 35 hours per week.

  • Flexible working; all our roles have flexibility, it s just some offer greater flexibility than others, just ask us!
  • Recognition Scheme
  • Annual Bonus Scheme
  • Up to 3 days annual paid volunteering leave
  • Physical, Mental and Financial Wellbeing support
  • Pension, Life Assurance & Income Protection
  • Holiday Exchange
  • Staff Mortgage Benefit

and lots more .please get in touch to find out more

At Saffron, we are committed to building happy; for our communities, members and each other. We do this through attracting and building a diverse group of talent and encouraging an inclusive environment which fosters a sense of belonging for all. We hire the best people, and have a collaborative culture where everybody s uniqueness is celebrated and respected. We recognise the strength in having a diverse workforce; adding different perspectives, ideas and values. We are inspired to leave a legacy for our communities and each other.

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  • Job Reference: 702714346-2
  • Date Posted: 2 September 2022
  • Recruiter: Saffron Building Society
    Saffron Building Society
  • Location: Saffron Walden, Essex
  • Salary: £95,000
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent