Customer Service Manager -White bridge mortgages ltd

SUCCESS RECRUITMENT CONSULTANCY LIMITED; East Midlands; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading mortgage brokerage in the UK is looking for an experienced Customer Service Manager to oversee the customer service department, ensuring compliance and driving service improvements. The role requires a strong understanding of FCA regulations and excellent leadership skills. Offering a competitive salary between £30,000 and £35,000, this position is perfect for someone ready to make a meaningful impact in a client-focused business.

Benefits

Competitive salary

Supportive working environment

Opportunities for professional development

Qualifications

• Proven experience in a customer service management role.
• Strong understanding of FCA regulations, AML, and data protection requirements.
• Excellent communication, leadership, and organisational skills.

Responsibilities

• Oversee the customer service department for timely client guidance.
• Manage communications between clients, brokers, lenders, and solicitors.
• Supervise case progress and ensure compliance with regulations.

Skills

Customer service management

FCA regulations understanding

Leadership skills

Organizational skills

Communication skills

CRM proficiency

Tools

Microsoft Office

CRM systems

Job description

CUSTOMER SERVICE MANAGER

About Us

White Bridge Mortgages Ltd is a trusted and growing mortgage brokerage based in Leicester, dedicated to providing clients with tailored mortgage and protection solutions. We pride ourselves on delivering a high-quality, customer-focused service that ensures every client receives professional support throughout their mortgage journey.

Role Overview

We are seeking an experienced and motivated Customer Service Manager to lead our customer service function and ensure an exceptional client experience from enquiry to completion. This key role involves overseeing daily customer operations, ensuring compliance with regulatory requirements, and driving continuous improvements in service delivery.

Key Responsibilities

• Oversee the customer service department, ensuring clients receive timely and professional guidance throughout the mortgage process.
• Act as the main point of contact, managing communications between clients, brokers, lenders, and solicitors.
• Supervise case progress, verify documentation, and ensure full compliance with FCA, AML, and data protection regulations.
• Manage, mentor, and support customer service staff, allocating workloads and monitoring performance to maintain high service standards.
• Maintain accurate client records, update CRM systems, and prepare management reports.
• Identify and implement process improvements to enhance customer satisfaction and operational efficiency.
• Ensure all administrative and client-handling procedures align with company and regulatory standards.

Requirements

• Proven experience in a customer service management role.
• Strong understanding of FCA regulations, AML, and data protection requirements.
• Excellent communication, leadership, and organisational skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in CRM systems and Microsoft Office applications.

What We Offer

• Competitive salary between £30,000 and £35,000 per annum.
• Supportive and collaborative working environment.
• Opportunities for professional development and career progression.
• A chance to make a meaningful impact in a client-focused business.

Hours

Monday – Friday, 9:00 AM – 5:00 PM (with occasional evenings/weekends for weddings, festivals, or events).

Note : Sponsorship will be given to the eligible candidate, if needed.