Team Leader

4 weeks ago


Chatham, Kent, United Kingdom OSB Group Full time

About the Role

The OSB Group is seeking a highly skilled Team Leader to join our Broker Liaison team. As a Team Leader, you will be responsible for managing a team of Broker Liaison Coordinators, providing guidance and support to ensure they meet their strategic objectives and deliver 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 SLAs/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.
  • Be 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.

What We Offer

In return for your commitment, we offer a competitive salary, discretionary annual bonus opportunity, and a comprehensive benefits package, including 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.
  • Previous experience of contact centre roles with 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

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 these values throughout the organisation.

Flexible Working

We offer flexible working opportunities to establish a healthy work-life balance. If you see a role of interest, we are happy to discuss flexibility and explore how we can make it work.



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