Servicing Team Leader

We believe that helping people unlock a better retirement starts with helping everyone in our organisation unlock their true potential, and thrive.

To do that, we’re mindful of staying true to the values that make us who we are, and proud of what we do.

Key Group is one of the most exciting, forward-thinking brands in financial services, focused on helping people unlock a better retirement since 1998. Our mission is simple: To be the UK’s leading later life lending company.

We have a rare opportunity for a Team Leader to join our Operations team within More2Life. You will lead the Specialist Services team to achieve monthly targets and continuously improve the post completion process. We are looking for someone to join who can embrace our dynamic working environment and lead by example. Our Team leaders are both results driven, and customer focused.

The Servicing Team are responsible for processing several tasks from once the application has been completed right through to redemption of the loan. As part of this role, you will be expected support the team to ensure that all processes, policies and criteria are adhered to and our customers always receive an exceptional level of service.

Main duties and responsibilities:

• Ensure that service levels are achieved on a consistent basis.
• Ensure that our clearly defined processes and controls are documented and followed for all the teams’ activity
• Carry out regular quality monitoring of the activities completed by each team member and act on the results to praise / coach / develop and assist team members where required.
• Continuous process improvement – working with the team and wider business, searching for ways to increase the efficiency and quality of all processes and procedures.
• Support the personal performance and career development of each team member through monthly one to one meetings and regular informal feedback and continuous coaching
• Inspire and motivate the team to exceed their potential and career aspirations.
• Work collaboratively with other teams within the department to ensure that all department targets are achieved.
• Work with the Operations Manager and Head of Operations to maintain excellent third-party relationships with all Funders / Partners / Brokers and Solicitors.

Skills and experience we look for:

• Experience of working in a fast-paced working environment with accuracy.
• Previous experience within a leadership position
• Previous experience of mortgage processing or similar environment would be beneficial.
• Previous experience of coaching and development
• Committed to quality and highly compliant.
• Attention to detail.
• Proactive and confident.
• Highly motivated, accurate, methodical and able to prioritise effectively.
• Outstanding written, verbal communication and telephony skills.
• Ability to be proactive and resolve any issues quickly and effectively.
• Excellent interpersonal and relationship skills.
• Strong sense of responsibility and urgency to deliver results.
• Flexible, approachable and have a positive attitude.

Most of all we look for people who display and work around the core values of our business:

Ambitious – to break ground to help our customers enjoy a better retirement.
Supportive – relationships are key to everything we do.
Personal – going above and beyond to offer exceptional service.
Integrity – honest, true and transparent in all of our relationships.
Responsive – whatever the challenge we’ll deliver the right result.
Expert – experts in our field, our thirst for knowledge never stops