Due to an internal promotion and our continued growth, we require a Team Leader to oversee a team of 3 Administrators as part of our wider Operations teams in Treasury, Banking and Customer Operations. We are a leading Mortgage company specialising in the 3rd party buy to let mortgage servicing sector. Reporting into the Head of Treasury & Portfolio Management the Team Leader role is part of our continued growth and our plans to further develop the business during 2021. You will be working Mon to Fri 9am to 5pm with free parking, 25 days holiday, pension, healthcare, discretionary annual bonus up to 15% of salary and additional benefits with a salary of up to £38k.
You will have previous team leader or supervisory experience ideally gained within a mortgage environment but we will consider applicants who have held a supervisory or team leader role within banking, loans or other financial services lending environments. The key is that you have proven staff management skills in terms of managing a small team and their daily workload. As you and your team will be liaising with the Customer Operations teams in terms of customer queries and enquiries relating to the financial aspect of their mortgage, you should also have experience of working within a customer centric role, understanding the importance of providing the highest levels of customer service at all times via written correspondence in the main.
We are seeking candidates who want to join a stable and successful company who can offer career development and potential, working alongside our Treasury, Accounts and Operations Customer Service teams to ensure the highest levels of service and accuracy are provided to our customers whilst also liaising with external 3rd parties.
The main duties and responsibilities of the role are as follows:-
Supervise the Banking team (part of Treasury) to ensure staff are trained and competent to deliver quality customer service and successful customer outcomes.
Ensure compliance and adherence at all times to the 6 TCF principles, and all other regulatory requirements.
Ensure that the business targets and objectives are met within regulatory and legislative requirements.
Ensure the customer relationship is managed for the benefit of both the customer and the company.
Assess referrals from the team to ensure compliance with regulatory and TCF principles and all necessary actions have been attempted / taken prior to escalation
Ensure maximum team efficiency and re deployment /allocation of resource where necessary to maximise output.
Identify skills gaps and recommend and/ deliver appropriate training to team.
Work closely with all peer groups within the company to ensure delivery of all legal and regulatory standards
Supervise the daily activities of receipts postings to ensure the highest levels of quality customer service and successful customer outcomes are achieved
Act with integrity, due skill, care and diligence in all dealings with customers and 3rd parties
Continually review and assess the efficiency of the team and control resourcing, costs, productivity and processes to meet internal and external service standards
Lead, coach and develop reporting staff to ensure competence and achievement of potential whilst managing performance.
Produce and review MI and departmental measures of delivery and efficiency and promote a regime of continuous review.
Oversee and act as a referral point for the team on more complex issues.
Identify and report potential company risks.
Ensure all Company Policies and Procedures are kept up to date and adhered to challenging where relevant in accordance with the business service standards.
Ensure team adherence to internal/external compliance, credit review and audit requirements.
As a Line Manager, evaluate and challenge team performance and business practices against industry best practice.
Refer complex and high-level queries to Operations Manager/Head of Servicing as appropriate. Act as a role model and promote a positive image of the company both internally and externally.
Observe proper standards of market conduct
Ensure that you and your team adhere to all 3rd party servicing agreements and SLAs, to avoid financial penalties. Undertake any other duties required to fulfil the role.
To be successful as our Team leader you should have a high standard of excel and excellent written skills as you will be communicating with a range of customers regarding their mortgages and financial queries and transactions. Proven people management skills and the ability to oversee a range of staff and personalities. Any previous accounts based experience is an advantage or an interest in studying for an AAT qualification. Our ideal is to secure a candidate with mortgage based work experience but banking, loans, lending or other financial services is also of interest.
In return we can offer you the chance to utilise your team leader or supervisory skills by joining a forward thinking organisation, developing your career within the mortgage sector a team leader role. Our benefits package is comprehensive, coupled with a salary up to £38k plus annual bonus up to 15% of salary and a Mon to Fri 9 - 5 working week. At present we are working remotely and will return to our Fleet Head Office when it is safe to do so.
Please submit your CV asap for immediate consideration.