About Us
Vida Bank is dedicated to providing competitive savings products through Vida Savings and tailored mortgage solutions via Vida Homeloans. Our mission is to assist those who may be underserved by traditional lenders, including Buy to Let (BTL) investors and self-employed individuals.
Our savings offerings are available online, designed for active savers who seek transparent and competitive rates beyond their current banking options. We aim to Help More People Find a Place to Call Home.
We focus on supporting those with unique borrowing needs by leveraging cutting-edge technology and compassionate underwriting. As a fully regulated UK bank, we prioritize a strong corporate culture and the values that shape our operations.
Recognized as a Top 100 mid-sized company to work for in the UK and a finalist at the Financial Reporter Women's Recognition Awards, we celebrate diversity and inclusion in our workforce. Our commitment is reflected in our leadership, with 50% of senior roles held by women, and our flexible working policies encourage collaboration across remote locations.
Our Culture
At Vida, we foster a culture grounded in care, with an ethos that influences our business conduct and our relationships with customers, colleagues, and communities. We value an inclusive environment where diverse backgrounds contribute to better decision-making and empathy for our customers' needs.
Role Overview:
We are seeking a V-Hub Operations Manager to lead our inbound telephony operations, ensuring exceptional service delivery to our Intermediary partners. This role involves managing a dedicated team of Intermediary Engagement Specialists (IES), optimizing performance, and driving service excellence.
Key Responsibilities:
- Manage daily operations of the V-Hub and lead the IES team.
- Develop and implement standard procedures and performance benchmarks.
- Ensure effective real-time management of inbound telephony operations.
- Analyze inbound interactions to identify trends and recommend performance improvements.
- Boost Intermediary satisfaction through quality service enhancement strategies.
- Resolve escalated complaints efficiently, collaborating with the New Business Operations team as needed.
- Support recruitment efforts and provide ongoing coaching for the IES team.
- Ensure a seamless and high-quality experience for all Intermediaries.
- Recommend process improvements to optimize efficiency and satisfaction.
- Stay updated on regulatory telephony standards to guarantee compliance.
- Monitor IES performance and identify training needs to maintain high service quality.
- Set individual objectives and conduct monthly performance discussions with IES team members.
Requirements:
- Proven experience as a Contact Centre Manager or a similar role.
- In-depth knowledge of management techniques and methodologies.
- Exceptional communication and customer service skills.
- Familiarity with telephony software and reporting tools.
- Strong decision-making and problem-solving abilities.
- Excellent organizational skills with effective leadership capabilities.
- Able to adapt to a dynamic work environment.
Our Values
At Vida, our values guide our behaviour and interactions. We seek to break conventions that exclude or harm customers, emphasizing care for our Customers, Colleagues, and Communities.
Visionary - We rethink old habits and pursue innovative solutions together.
Inclusive - We celebrate diversity and recognize everyone’s unique contributions.
Dynamic - We respond quickly and efficiently to maintain high standards.
Authentic - We value honesty and transparency in all our interactions.
Benefits
We offer a comprehensive benefits package designed to meet the professional and personal needs of our employees. Further details can be provided upon application.