Member Experience Manager

Job Title: Member Experience ManagerAccountable To: Chief Operating Officer (COO)At Scotwest Credit Union, we put people above profit.

We offer a collaborative, purpose driven workplace, and the chance to make a real difference to our members’ lives. You'll be empowered to help shape the future of our services and be part of something more than just a job. If you are passionate about developing high-performing teams, improving systems and processes, and championing the member experience, this could be your next move. Job PurposeThe purpose of the Member Experience Manager role is to lead the delivery of excellent member service across all operational functions; to develop the team and the Team Leaders; and to contribute to the continuous improvement of the systems, processes and technology that shape how members experience Scotwest. Key Responsibilities & DutiesResponsible for the day to day delivery of excellent member service across telephony, lending, new members, payroll savings and all related administration, allocating resources, duties and responsibilities to ensure all services are delivered in line with service level expectationsResponsible for the performance of the operations team, monitoring and analysing team and service level information and acting on it to maintain standardsResponsible for ensuring that credit union products, services and benefits are positively promoted in all member contactResponsible for loan underwriting, ensuring assessment criteria and authorisation limits are adhered to and that loan documentation is completed accuratelyResponsible for conducting regular quality checks to ensure accuracy of work and adherence to controls and processes Act as the escalation point for complex member enquiries and complaints, ensuring all complaints are dealt with in line with the credit union’s Complaints PolicyPromote a strong culture of compliance, adherence to all policies, procedures and regulatory requirements, including anti-money laundering, UK GDPR (data protection) and Consumer Duty Contribute frontline insight to organisational planning, and support service improvement, technology and change projects, including operational readiness for change·Responsible for the development of the team, supported by the Team Leaders, through coaching, mentoring, quality monitoring and feedback, regular reviews and appraisals, individual development plans, and the identification and delivery of trainingResponsible for maintaining the records necessary for effective performance and personnel managementAny other duties as requiredExperienceThis role would be ideal for candidates with experience in: Banking and FinanceManaging a multi-functional customer service teamSupporting business improvement and innovationLeading high volume call teams