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Team Leader

2 months ago

Chatham, Kent, United Kingdom OSB Group Full time
About the Role

The Broker Liaison Team Leader will be responsible for managing a team of Broker Liaison Coordinators, providing leadership, support, and motivation to ensure the team achieves its strategic objectives and delivers a high level of customer service to mortgage intermediaries.

Key Responsibilities
  • Provide effective leadership and coaching to direct reports, including performance management, development, conduct, sickness management, appraisals, and recruitment.
  • Monitor and manage workflow queues to ensure SLAs/KPIs are met, and provide constructive coaching, feedback, and support to team members.
  • Deputise for the Broker Liaison Team Manager as required and be the escalation point for technical queries, broker dissatisfaction, and escalated calls from the Senior Coordinator.
  • Embed the company's values and behaviours throughout the team and be a role model for the team.
What We Offer

In return for your commitment, we offer a competitive benefits package, including a discretionary annual bonus opportunity, 28 days annual leave, contributory pension, life assurance, and access to private medical insurance and medical cash plan.

Requirements
  • Previous line management experience is essential.
  • Previous experience within the financial industry, particularly in a contact centre role with a confident telephone manner.
  • Advanced skills in 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.
About Us

OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market. We are committed to diversity and inclusion, and our leadership and Executive Committee are dedicated to promoting these values throughout the organisation.

What to Do Next

If you are a motivated and experienced leader looking for a new challenge, please apply now. We look forward to hearing from you.