Smart Money Cymru Community Bank is a progressive and growing financial cooperative providing affordable, ethical finance and banking services to communities in Wales. Smart Money is based in Caerphilly with additional offices in Blackwood, Llandod, Newport and Tredegar.
We are looking to recruit a full time Team Leader for our Customer services team.
You will be joining a dynamic, professional and supportive team.
Salaries are reviewed every year in Spring and Autumn to take account of cost of living and performance. You can expect your annual full-time equivalent salary to start at £27,091.
You will provide a high level of leadership within the customer service team supporting the Head Of Operations and support the overall growth of Smart Money Cymru.

Education:

• GCSE or equivalent (preferred

• First contact point for staff, updating and amending rotas, allocation and supervision of duties and tasks, supporting the Head Of Operations in ensuring sufficient staff coverage across SMCCU’s business locations and other contact points
• To deputise for the Head Of Operations in their absence
• To conduct staff appraisals setting SMART objectives in consultation with the Head Of Operations in line with the SMCCB business plan
• Supervision of volunteer relationships at Community hubs and within office locations
• Supporting the Head Of Operations in supervision and implementation of quality standards across all areas of customer/member service activities, including processing of members’ transactions, processing loan applications and dealing with loan arrears
• To gain full understanding of SMCCU loan assessment process, conduct full loan application assessments and provide recommendations for improvement
• Supervision and maintenance of SMCCU customer/member files and records
• Report any issues relating to staffing and cover to the Head Of Operations (and/or CEO or Head Of Finance and Facilities as appropriate) and present suggested solutions and/or options
• Provide cover for general Customer Adviser and finance officer duties as and when required
• Support the Head Of Operations in identifying, organising and assisting in training and updating staff on new procedures and system
• Be proficient in the day-to-day use of all SMCCU’s operating systems, software platforms and applications as they apply to the provision of efficient customer service
• Provide management with reports and other data relating to customer/member services and other relevant activity within SMCCU’s branches, community hubs and any other business location
• Participate in and, as required, lead on projects for improvements to SMCCU systems and process
• Keep up to date with developments in relevant services and products in the credit union, consumer finance and banking sectors
• Attend training or other development activities from time to time as appropriate or as directed
• Work with the Finance and Business Development Departments to ensure key customer service and tasks are identified and allocated across the Customer Services Team
• Other duties that could be reasonably expected in this post in the best interests of the business
  Benefits include a low interest personal loan scheme, healthcare package and pension scheme. Application form to be completed.
  CLOSING DATE IS 9am on Monday 26th March 2025
  Job Type: Full-time
  Pay: £27,091.00 per year

Benefits:

• Company events
• Company pension
• Health & wellbeing programme

Schedule:

• Monday to Friday

Application question(s):

• Will you able to commute between our five branches as required, based in Blackwood, Caerphilly, Llandod, Newport + Tredegar? Ideally this will be by your own private transport.

Education:

• GCSE or equivalent (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work Location: In person
Application deadline: 26/05/2025
Reference ID: SMART/TLC