Mortgage Team Management Specialist

5 days ago


Chatham, Kent, United Kingdom OSB Group Full time

Company Overview

The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market.

Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of funding is provided by sophisticated securitisation platforms. Our unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia.

We are passionate about our people and want to continue building a collaborative and engaging environment. Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work.

Job Description

In this role, you will have the opportunity to manage the Broker Liaison Team based in the Chatham office. You will be responsible for the day-to-day line management of a team of Broker Liaison Coordinators to achieve their strategic objectives and provide a high level of customer service to our mortgage intermediaries.

You will drive your team forward by supporting them to achieve their best results and to promote the delivery to exceed our brokers expectations and continuous improvement to the broker journey.

Your Responsibilities

  1. To provide effective leadership, support and motivation to the team, line managing and coaching all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals and recruitment.
  2. Effective monitoring and management of workflow queues via capacity forecasting to ensure SLA's/KPI's are met.
  3. Ensure that all monitoring results are monitored with constructive coaching, feedback and support provided in a timely manner.
  4. Deputise as required for the Broker Liaison Team Manager.
  5. Be the escalation point for the Senior Coordinator on technical queries, broker dissatisfaction and take escalated calls from the Senior Coordinator where required.
  6. Be a role model who effortlessly embeds our values and behaviours throughout the team.

Salary

£32,000 per annum, plus a competitive benefits package.

Benefits

  • A discretionary annual bonus opportunity of up to 12.5%.
  • 28 days annual leave plus bank holidays.
  • Contributory pension (8% employer 5% employee).
  • Life Assurance (4x salary) plus Group Income Protection.
  • Access to Private Medical Insurance and Medical Cash Plan.
  • Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme.

Required Skills and Qualifications

  • Previous line management experience is essential.
  • Previous experience within the financial industry.
  • Previous experience of contact centre role with confident telephone manner.
  • Previous experience of working in a decision-making role and being able to make effective decisions.
  • Advanced skills in respect of communication and delivering a high level of customer service.
  • A high level of attention to detail and ability to learn new processes and procedures.
  • Previous experience of managing service levels and/or key performance indicators.
  • Strong knowledge of FCA and relevant regulations.

Others

We are committed to diversity in the workplace and oppose discrimination on any grounds. We offer flexible-working opportunities to establish a healthy work-life balance.



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