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Intermediary Telephony Team Manager

3 months ago

Cheadle, United Kingdom Together Full time
Job Description

As an Intermediary Telephony Team Manager you will focus your time on supporting, coaching and training a service team to ensure that broker partners receive exceptional service and that all team KPIs and SLA standards are achieved. 

You will be responsible for supporting the team to deliver outstanding service through both reactive and proactive professional communication by developing skills congruent with the business needs, purpose and vision and promoting a culture of collaboration.

As an Intermediary Telephone Team Manager, we are looking for someone to:

  • Lead an inbound telephony team, ensuring that team members are providing accurate product and criteria information to intermediary partners to maximise sales opportunities within the Intermediary Relations Channel. 
  • Be responsible for continually monitoring and improving SLA standards within a telephony based sales team to ensure that all Key SLAs are achieved. 
  • To support the team in maintaining SLA standards by answering inbound calls frim intermediaries and responding to emails where required. 
  • To conduct regular side by side coaching and call collaboration sessions with team members providing feedback to drive confidence and quality of service to intermediary brokers. 
  • To hold monthly 1-2-1 session with direct reports to develop their underwriting, sales and regulatory knowledge and skills.
  • To constantly strive to improve the custopmer experience by challenging existing processes and practices and recommedning change where appropriate to enahnce customer experience.

Qualifications

Essential

  • Experience in people management
  • Mortgage/Lending background
  • An understanding of compliance and regulatory regimes
  • Exceptional relationship building and communication skills
  • Strong objection handling and problem solving skills
  • Coaching skills
  • Positive attitude


Additional Information

Benefits working at Together

  • 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

Together Money embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. 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, 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.