Customer Support Manager

The Opportunity

We’re changing the mortgage market for the better, helping more people with flexible and competitive products. We're transforming how we do business and are looking for someone to help shape our digital future.

Our success would not have been possible without our Team. Our people differentiate us from the competition through their deep sector knowledge, they are the life force of our business.

TML is a specialist intermediary-only mortgage lender that provides products and criteria that meet the needs of borrowers who are not served by the high street.

The Role & Responsibilities

• Management of Customer Support team, providing support to TGML customers in financial difficulty
• Contribute positively to the existing management team, ensuring the department provides a happy, positive, and supportive working environment for all colleagues
• Assist Team Leader(s) and others in quality checking to ensure service delivery standards are met
• Oversight and management of key third party vendors providing critical services to the customer support team, these include Solicitors, External Field Agents, LPA Receivers and Asset Managers
• Ensure delivery of first class audit results externally, where ensuring adherence to key polices including but not limited to Customer Support related policies
• Analyse the team’s productivity and quality trends and create and implement new ideas to improve performance in these key areas
• Ensure planning and prioritisation of allocated workloads meet agreed service standards
• Identify process improvements and efficiencies, representing Customer Support in change programmes as required
• Regular evaluation and improvement of control environment via active review and monitoring of KRIs and KPIs
• In conjunction with Head of Department and Training Manager, design and delivery Training academy for Customer Support colleagues, to close skill and knowledge gaps resulting in improved team member performance
• Working with internal Risk and Compliance teams to create a shared vision on the Customer Support objectives
• Actively promote through effective actions the principles of TCF/CD focusing on customer outcomes, including the provision of case examples shared throughout TML
• Assess, understand and where appropriate, act following the results of the Operational and TCF/CD Key Performance Indicators
• Support Operations in the deliveries aligned to TML’s Vulnerable Customer policy and regulatory standards

The Person

• Experience operating at Manager level within Mortgage Lending covering Residential or Buy To Let mortgages
• Experience in total life-cycle of mortgage collections (Pre-arrears to commencing/concluding the legal process)
• Experience in leading, coaching and developing team members, developing their team’s skills and monitoring progress
• Significant awareness of MCOB and non-regulated mortgage lending practices
• Demonstrable experience of ability to work well under pressure, balancing customer requirements and departmental objectives
• Demonstrable experience of delegation, organisational and people management
• Demonstrable experience of understanding the challenge of managing Vulnerable Customer accounts and resultant scenarios
• Demonstrable experience of being a self-starter who has taken individual responsibility and ownership for work quality within short timeframe

Reward

Your Wellbeing – we take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include

• Marketing leading family friendly family policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) – offers in you support on a wide range of subject including financial concerns, mental wellbeing and more general queries around family, work, housing and health
• Cycle to work scheme
• Contributory pension scheme & death in Service

Your lifestyle – it is important that you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 25 days holiday per year
• Option to buy or sell holidays through our flexi-holiday scheme
• Health cashback plan through BHSF
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your contribution – We’re focused on rewarding those that go the extra mile in helping us achieve our goals

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Wobblers recognition scheme focused on recognising out role models and thanking out colleagues for a job well done