Intermediary Telephony Team Lead
4 weeks ago
Job Title: Intermediary Telephony Team Lead
We are seeking an experienced Intermediary Telephony Team Lead to join our team at Together. As a key member of our Intermediary Relations Channel, you will be responsible for leading an inbound telephony team to deliver exceptional service to our broker partners.
Key Responsibilities:
- Lead a team of customer service representatives to ensure accurate product and criteria information is provided to intermediary partners.
- Monitor and improve SLA standards within the telephony-based sales team to ensure all Key SLAs are achieved.
- Support the team in maintaining SLA standards by answering inbound calls from intermediaries and responding to emails where required.
- Conduct regular side-by-side coaching and call collaboration sessions with team members to drive confidence and quality of service.
- Hold monthly 1-2-1 sessions with direct reports to develop their underwriting, sales, and regulatory knowledge and skills.
Requirements:
- Experience in people management.
- Mortgage/Lending background.
- Understanding of compliance and regulatory regimes.
- Exceptional relationship building and communication skills.
- Strong objection handling and problem-solving skills.
- Coaching skills.
- Positive attitude.
Benefits:
- 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays.
- Buy & sell holidays.
- Discretionary annual bonus.
- Matched pension contribution.
- Life assurance.
- Critical illness cover.
- Health cash plan.
- Private medical insurance.
- Free access to company holiday homes.
- Travel season ticket loans.
- Ride to work scheme.
- Free local gym access.
- Local bar / restaurant discounts.
We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We care that you have a great experience with us at Together, if you need us to make any reasonable adjustments to make your experience easier, please let us know and we'll do all we can.
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