Mortgage Services Team Leader
Up to £47,000 Basic (DOE) + Quarterly Bonus (Up to £51k OTE)
The Company:
We are recruiting for one of London's largest and most prestigious whole of market Independent Mortgage & Protection Brokers.
As a highly respected name in the market, they provide mortgage/protection advice and complementary products to individuals/employees within major FTSE250 corporations.
With a reputation built on trust and outstanding service they have continued to grow year on year, and as such are currently seeking a proven Mortgage Services Team Leader to manage a newly evolved team offering a bespoke, high-value service to clients.
The Position:
The Mortgage Services team are tasked with making clients aware of the full suite of services available alongside mortgage products (e.g. protection/B&C insurance/conveyancing/surveys/FeX/wills). With the aim of securing referral bookings for clients to discuss the relevant services/solutions with in-house advisers and third party partners.
As Mortgage Services Team Leader you will have an opportunity to shape the direction of the team, whilst embedding and adapting processes to deliver efficiencies and support the growth of the company through conversion of cross-sales opportunities.
You'll take ownership and responsibility of delivery against targets, to manage the team and become a successful member of the wider senior management team.
Skills
The ideal candidate will be familiar with the mortgage industry/buying process and have had exposure to working in a customer service environment. Experience of performance management, including the ability to train and develop team members is essential, ensuring both quality of service and delivery against targets.
You should be able to quickly grasp new systems and concepts, identify new opportunities, and be capable of developing and implementing new processes to realise these.
The successful candidate will require strong data skills and be capable of delivering and analysing KPIs and be confident in presenting management information to peers, with a view of continuous improvement.
Key Tasks and Responsibilities
Responsibility for performance management: Set team member objectives and enable them to outperform KPIs. Seek continuous improvement through identification of training needs and delivery against these to upskill staff.
Processes and Systems: Ensure the team has robust processes in place, maximising efficiency and effectiveness of resource capacity.
Strategic direction: set the direction of the CS team, with a willingness to challenge the status quo, identify and introduce new services and refreshing scripts to maximise service conversion rates, whilst maintaining a highly valued service to clients.
Marketing of Services: Collaborate with Marketing colleagues to ensure the services are appropriately positioned and marketed, with a view to increasing the take-up of the services offered.
Liaising with service providers: ensure that client messaging remains relevant, and any end-to-end service delivery issues are identified and communicated for resolution.
Liaising with internal brokers: ensure any end-to-end service delivery issues are identified and communicated for resolution, with accurate records being maintained of introducer payment entitlements and an appropriate regime for allocation of client bookings to our Protection brokers.
Senior Management: this role will form part of the Senior Management team, and is expected to share insight and contribute to wider cross function discussions, with a view to supporting and driving growth of the business.
Reporting of Team Performance: Key KPIs to be produced to show the pipeline of activities, sales conversion, and capacity utilisation of staff. These will be presented in person at the senior team meetings and will be included in Executive and Board reporting.
Benefits:
- A thorough onboarding program and continual support
- 9am - 5:30pm working hours and the ability to work from home
- An inclusive, team orientated business that strives to succeed and stand out in the industry
To apply for this Client Service team Leader role, please hit the 'Apply Now' button to send us your CV