NEW Vacancy – Concierge Service Manager

We need a

Concierge Service Manager

to join our Client Services team

(October 2024)

Charles Cameron & Associates (CC&A) are a leading London based specialist mortgage brokerage. We work alongside HR departments in many global corporations including banks and law firms, to offer a dedicated financial wellbeing service to all employees.

We are launching a Concierge Service, to become a key part of our service. The new service is designed to ensure our clients are fully informed of everything that is required to meet their needs when moving home/remortgaging.  This new team will enable us to provide clients with a high-value service, bespoke to their needs, as we offer access to a range of services/solutions in addition to the mortgage itself.  The team are tasked with creating referral bookings for clients to discuss the relevant services/solutions with our in-house advisers and 3^rd party partners, maximising commercial returns for CC&A.

This is an evolution of an existing team, consisting of ~6 team members, with roles split across outbound calling and administrative functions.  The successful candidate will have an opportunity to shape the direction of the team, whilst embedding and adapting processes to deliver efficiencies and support the growth of CC&A through conversion of cross-sales opportunities.

We are looking for a highly motivated individual, capable of taking ownership and responsibility of delivery against targets, to manage this team and become a member of our wider senior management team.

Skills

The candidate should be familiar with the mortgage industry, and ideally have had exposure to working in a customer service environment.  Experience of performance management, including the ability to train and develop team members is essential, ensuring both quality of service and delivery against targets.

You should be able to quickly grasp new systems and concepts, identify new opportunities, and be capable of developing and implementing new processes to realise these.

The successful candidate will require strong data skills, and be capable of delivering and analysing MI to present to peers, with a view of continuous improvement.

Key Tasks and Responsibilities

• Responsibility for performance management: Team members to be set objectives and managed to outperform them.  Seeking continuous improvement through identification of training needs and delivery against these to upskill staff.
• Processes and Systems: responsible for ensuring that the team has robust processes in place, maximising efficiency and effectiveness of resource capacity.
• Concierge strategic direction: this role is expected to set the direction of the concierge team, with a willingness to challenge the status quo, identifying and introducing new services and refreshing scripts to maximise service conversion rates, whilst maintaining a highly valued service to clients.
• Marketing of Services: this role is expected to work closely with our Marketing and Corporate colleagues to ensure the services are appropriately positioned and marketed, with a view to increasing the take-up of the services offered by the concierge team.
• Liaising with service providers: ensuring that the client messaging remains relevant, and any end-to-end service delivery issues are identified and communicated for resolution.
• Liaising with internal brokers: ensuring any end-to-end service delivery issues are identified and communicated for resolution, with accurate records being maintained of introducer payment entitlements and an appropriate regime for allocation of client bookings to our Protection brokers.
•  Senior Management: this role will form part of the Senior Management team, and is expected to share insight and contribute to wider cross function discussions with a view to supporting and driving growth of the CC&A business.
• Reporting of Team Performance: Key KPIs to be produced to show the pipeline of activities, sales conversion and capacity utilisation of staff. These will be presented in person at the senior team meetings and will be included in Executive and Board reporting.

In return for your experience and hard work, you will receive a competitive salary, additional performance bonus, generous holiday allowance, Pirkx/Boostworks membership with EAP and workplace pension. The role is hybrid working with 3 days in the SE1 office and 2 remote working.

To apply for this exciting new role, send your CV and covering letter to Christine Ayliffe – christine.ayliffe@ccameron.co.uk