Customer Service Manager

At DF Capital, we champion banking for ambition. As an award-winning provider of commercial finance and savings, we empower depositors and small businesses with financial solutions tailored to fuel their growth. Headquartered in Manchester, our team of over 130, serves thousands of customers across the UK, transforming savings into new opportunities for businesses to thrive.

We’re passionate about helping our customers succeed. As we expand our retail and commercial lending products, we remain committed to meeting their evolving needs and supporting their ambitions every step of the way.

OUR STORY

Founded in 2016, DF Capital was born with a focus on distribution finance - providing dealers, distributors, and manufacturers with the funding they need to stock, display, and sell products, without straining cash flow.

Since then, we’ve delivered over £3.5bn of funding across diverse sectors. From motorhomes and machinery to motorbikes and lodges, we’ve financed all shapes and sizes of commercial vehicles and automobiles (no planes or trains - yet). We listed on the Alternative Investment Market of the London Stock Exchange in 2019.

BECOMING A BANK

In 2020, we became a fully authorised bank, extending our offering with savings products for retail depositors. We’re proud of our strong customer service, consistently achieving high satisfaction scores - like our current average rating of 4.8/5 from 1,200+ reviews, which also earned us a Platinum Trusted Service Award. The deposits we receive fuel UK businesses through our commercial lending, creating a virtuous cycle of growth.

WHERE WE’RE HEADED

Our goal is simple: to be the best bank - for our customers and each other. We put customer needs first, continuously looking to improve our proposition on their feedback. We aim to help more customers in more ways while continuing to deliver exceptional service.

How do we achieve this? By hiring people who care deeply about doing the right thing, we’ve been recognised as ‘World Class to Work For’ by Best Companies, and we're proud of our inclusive, sustainable, and progressive workplace.

OUR CULTURE

DF Capital is a very special place to work. We have an amazing team who commit themselves each and every day to bring our ambitious growth plans to life. We’ve achieved much on our journey so far, but I believe we have our best days ahead of us.

We’ve established a unique culture that is built on a virtuous circle where engaged and empowered employees, who are powered by a shared purpose, deliver great outcomes for our customers, our communities, the environment and ultimately our shareholders. This is why we are rated a world class place to work and are amongst the best companies to work for in the UK.

The Customer Services Manager will lead and manage the day to day activities of the Customer Services team who are responsible for handling queries from our Savings and Retail Finance customers. Reporting to the Director of Operations and working closely with the wider business to deliver great customer service, scale processing and resolve any operational issues, identify and implement improvements. Full responsibility for Customer Services team line management identifying and setting team targets as well as monitoring and feeding back on progress with structured 1:1s ensuring both support and development of the team to meet business objectives.

RESPONSIBILITIES AND DUTIES

DF Capital are passionate about providing employees with the right training and support to help them excel in their roles and future careers. We are confident that an applicant with the right attitude and drive will succeed in this role.

Other duties may be assigned outside of the following duties and responsibilities:

·       Responsible for leading the Customer Services team and promoting exceptional customer service levels to existing and new customers, through secure messaging, emails, telephone and post

·       Support with the onboarding of new Savings customers and retention of existing Savings and Retail Finance customers

·       Accountable for full end-to-end journey for Savings customers including onboarding, funding accounts, withdrawals, maturities, statements and customer communications

·       Understanding of the complaints process and the impacts of the Financial Ombudsman, managing and resolving any complaints received and addressing root cause

·       Build and grow the teams and ensure full support is given to each process and team member

·       Manage the day-to-day activities of the teams including work flow management, goal setting and 1:1s

·       Ensure the team is fully trained and has all resources to complete day-to-day work necessary to meet business objectives

·       Act as the first point of escalation for the team for any queries relating to BAU activities including business assurance testing for the areas and any risks and issues that have been identified

·       Play an active role in business change to identifying and supporting in improvements and new product launches

·       Provide SME advice and input to the wider business regarding Savings, and systems relating to this function

·       Ensure the savings team are adhering to SLA and working to set out KPI’s

·       Ensure there is a clear set of metrics for reporting in place and gather and present in a timely manner

·       Providing monthly MI to senior management to show performance of the savings team and the savings portfolio

REQUIREMENTS

Key skills and competencies:

·       Strong background in Customer Services

·       Understanding of Vulnerable customer processes, power of attorney and deceased customer processes

·       Demonstrate an understanding of Retail Finance and Savings products

·       Self-motivated and results focused

·       Flexible, adaptable and responds effectively to changing business needs

·       A team player at both management and team levels with a positive and supportive approach to team development and business change

·       Knowledge of payments including Faster Payments, Chaps, Bacs, Cheques, Agency and Correspondent Banking

·       Knowledge of the FSCS regulations

·       Understanding of Consumer Duty

Experience:

·       Experience within financial services including Savings function

·       Efficient in training and mentoring a team

·       Practical in managing workflow of a team

·       Proficient in Microsoft office programs

·       Experience in financial services operating platforms

·       High numeracy and literacy skills

• Private medical insurance for you and your partner
• 10% Employer pension contribution
• 30-day annual leave entitlement plus Bank/Public Holidays
• Free Gym Membership
• Discretionary annual bonus
• Discretionary share awards
• Life Assurance
• Income Protection
• Save As You Earn company share acquisition scheme
• Tax efficient salary sacrifice scheme to obtain bicycles and electric vehicles