Operational Support Analyst – Overview
The Operational Support Analyst role sits within The Mortgage Works (TMW) Landlord Servicing, the area responsible for delivering accurate, compliant, and efficient servicing for our landlord mortgage customers.
The role itself is part of the Operational Support Team, which provides essential operational and analytical support, working on monthly regulatory mailings, analysing exception data, managing access requests securely, and offering general support to the wider department and the teams within it. This behind‑the‑scenes work has a direct impact on customers by ensuring communications are accurate and timely, reducing errors, producing Key Facts Illustration (KFI) offers, protecting data, and helping the wider team deliver a reliable and consistent servicing experience.
What you’ll be doing
In this role, you’ll support the preparation and delivery of our monthly bulk mailings, ensuring all regulatory communications are accurate, compliant, and sent on time. You’ll also produce and analyse exception KFIs and offers, using your insights to identify trends, highlight issues, and spot opportunities for improvements across our processes. Alongside this, you’ll manage access requests, ensuring they are handled promptly and securely in line with internal standards and data protection requirements.
You’ll provide day‑to‑day operational support to the Landlord Servicing teams, helping to resolve queries, streamline workflows, and maintain a consistently high level of service.
Using your strong technical and analytical skills, you’ll work across our core systems, including Summit and Activate, to investigate issues, extract data, and support reporting needs, ensuring the wider team has the information and insight required to deliver an excellent customer experience.
About you
The minimum requirements for this role are:
* Experience working on operational processes such as bulk mailings, customer communications, or regulated outputs with accuracy and to deadlines.
* Proven analytical ability, including experience reviewing data, identifying exceptions or trends, and producing actionable insight.
* The ability to work confidently with complex systems and navigate multiple platforms to investigate issues, extract data, and have a good knowledge of Summit and Activate systems.
* Demonstrated attention to detail, with evidence of producing accurate work and maintaining quality under pressure.
* Experience handling sensitive information securely, following data protection or internal governance standards (e.g., access requests).
* The ability to confidently collaborate effectively with different teams to resolve queries and support operations (both verbally and in writing).
Benefits
* Access to private medical insurance
* A highly competitive pension to help you build a strong foundation for retirement
* Access to an annual performance‑related bonus
* Training and development to help you progress your career
* A great selection of additional benefits through our salary sacrifice scheme
* Life assurance to provide peace of mind for you and your loved ones in the event of your death
* Wellhub – access to a range of free and paid options for health and wellness
* Up to 2 days of paid volunteering a year
Job Information
* Job Identification 2819
* Apply Before 04/24/2026, 10:55 PM
* Locations Richmond Hill, Bournemouth, Dorset, BH2 6EP, GB
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