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Lead Broker Liaison Team Manager
2 months ago
About the Role
The OSB Group is seeking a highly skilled and experienced Lead Broker Liaison Team Manager to join our team in Chatham. As a key member of our Broker Liaison Team, you will be responsible for managing a team of Broker Liaison Coordinators and providing exceptional customer service to our mortgage intermediaries.
Key Responsibilities
- Provide effective leadership, support, and motivation to the team, including performance management, development, conduct, sickness management, appraisals, and recruitment.
- Monitor and manage workflow queues to ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met.
- Ensure constructive coaching, feedback, and support are provided to team members in a timely manner.
- Deputise for the Broker Liaison Team Manager as required.
- Act as the escalation point for technical queries, broker dissatisfaction, and take escalated calls from the Senior Coordinator.
- Embed the company's values and behaviours throughout the team.
Requirements
- Previous line management experience is essential.
- Previous experience within the financial industry, preferably in a contact centre role.
- 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 KPIs.
- Strong knowledge of FCA and relevant regulations.
What We Offer
- A competitive salary dependent on experience.
- A comprehensive benefits package, including a discretionary annual bonus opportunity, 28 days annual leave, contributory pension, life assurance, and access to private medical insurance.
- Flexible working opportunities to establish a healthy work-life balance.
About Us
The 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 a culture of equality and respect.
