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Intermediary Telephony Team Lead
2 months ago
About the Role:
We are seeking an experienced Intermediary Telephony Team Manager to join our team at Together. As a key member of our Intermediary Relations Channel, you will be responsible for leading a team of customer service representatives to deliver exceptional service to our intermediary partners.
Key Responsibilities:
- Lead a team of customer service representatives to ensure that intermediary partners receive accurate product and criteria information to maximise sales opportunities.
- Monitor and improve SLA standards within the telephony-based sales team to ensure that 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 and mortgage/lending background.
- Understanding of compliance and regulatory regimes.
- Exceptional relationship building and communication skills.
- Strong objection handling and problem-solving skills.
- Coaching skills and positive attitude.
What We Offer:
- 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.
About Us:
We are a market-leading property finance expert with an entrepreneurial spirit. We pride ourselves on our common-sense approach to lending and offer a range of mortgage and secured loan products to individuals and businesses who are typically underserved by mainstream lenders.
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, and 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.
Please note that all successful applicants will undergo relevant employment reference, financial, and criminal record checks.
