Intermediary Telephony Team Lead

4 weeks ago


Cheadle Hulme, Stockport, United Kingdom Together Full time

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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