Mortgage Support Team Lead

About the Role

As we continue to develop our award-winning mortgage proposition, we are recruiting for a role of Mortgage Support Arrears Team Lead.

In a time of wider economic challengers for everyone, our Mortgage Support is a critical function within the wider Mortgage Operations function tasked with supporting our most vulnerable and financial stressed customers by ensuring that we deliver excellent service and good outcomes during their moment of need.

As the Mortgage Support Arrears Team Lead, you will lead, support, and develop a small group of Mortgage Support Coordinators and Administrators (circa 6-8 people) ensuring compliance with regulation, minimising loss to the Society and ensuring adherence to department KPI’s and SLA’S. One of the most important criteria for the role will be experience of people development and performance impact, ideally whilst operating in a collections and recoveries environment.

You will develop your direct reports ensuring that they can realise their potential creating an efficient, and effective high performing team. You will be challenging whilst creating a culture where colleagues can thrive and achieve good outcomes for our customers.

About You

The successful applicant, through experience of leading teams in a financial services environment will have a good understanding of mortgage arrears as well as the ability to impact individual and team performance, delivering good customer outcomes in line with FCA regulations and excellent customer service.

Your experience of leading a team will be key to success in this role. You will be comfortable in planning and managing workloads, providing oversight on individual and team performance to ensure that the departments KPI’s and SLAs are met, and be focused on delivering results.

You will be comfortable engaging at all levels including Senior Management, internal and external stakeholders.

You will have experience of coaching colleagues, paying close attention to detail and the ability to challenge and communicate effectively at all levels are essential for the role.

It is essential that you have a positive and proactive attitude towards customers and colleagues whilst being an effective motivator to deliver a customer service excellence culture within team.

About Us

Life in Mortgage Operations is varied, and we’ve created an engaging, fun environment where everyone's ideas and contributions are valued. As our customers are at the heart of this operation, we continually strive to improve the way we work and the customer experience we deliver. Mortgage Support are responsible for identifying solutions aimed at resolving mortgage arrears through supporting our customers at their time of need.

As a successful regional Building Society we have an ambitious strategy to continue to grow and develop the business. Our purpose; connecting our communities with a better financial future, is at the heart of all we do.

As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you.

What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:

• Hybrid working – typically 3 days’ homeworking and 2 days’ office based
• A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions around how and when people work including part-time hours
• 25 days holiday each year plus bank holidays (increasing with length of service)
• Bonus Scheme (paid annually) - On target 5%, up to 10% depending on performance
• Colleague mortgage scheme and access to our financial advisors
• Pension scheme – up to 9% employers’ contribution
• Life assurance (4x salary) and income protection
• Access to a range of wellbeing benefits, including Medicash scheme
• Electric car salary sacrifice scheme
• Cycle to Work scheme
• Above statutory family leave entitlement - 3 months full pay, 3 months half pay regardless of gender or route to parenthood
• An extra day’s holiday for your birthday
• The option to buy and sell holidays
• Two paid volunteering days each year
• A broad range of learning and development opportunities
• Access to a range of high street and online discounts
• Free onsite gym at Cobalt and access to a range of discounted/subsidised gym memberships nationwide
• A wide range of recognition initiatives to recognise and reward great performance

Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible, if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you, you can contact your Recruiter for this vacancy at charlie.mcelhinney@newcastle.co.uk

Job Type: Full-time

Pay: £28,542.00-£38,616.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Enhanced maternity leave
• Enhanced paternity leave
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Referral programme
• Sick pay
• Work from home

Schedule:

• Monday to Friday

Work Location: In person