Join a market leading Mortgage Broker with an extremely highly regarded customer reputation. Designed for personal service, we offer a people first working environment for our team. Head office in Wyboston Lakes, but covering the whole of the UK. Looking for someone to come in and lead our newly formed Client Fulfilment Team. Supporting our mortgage and protection advisers, and helping the manager to run the department and ensure all our clients are looked after.
Job Purpose
The Client Outcomes & Fulfilment Team Leader is responsible for the day to day running of the Client Fulfilment Team (CFT).
* Following the company operational framework, controls and Consumer Duty requirements into consistent daily execution.
* Supervise, support and develop the team through regular 1:1s, coaching and QA feedback.
* Embed a culture of accuracy, ownership, detail and exceptional customer service across all client and adviser interactions.
* Ensure cases move efficiently from adviser handover to completion, with clean data and complete files ready for lifecycle and recanvas.
Your manager owns the operational engine and controls the framework; this role runs the engine hour-by-hour and is the first line of leadership for the team.
Key responsibilities
1. Team leadership, one2one’s & culture
* Team Lead CFT day to day.
* Run structured one2one’s with each team member:
o Workload and priorities.
o QA feedback, error themes and development actions.
o Wellbeing and support needs.
* Ensure the team:
o Deliver an exceptional level of customer service to clients and advisers.
o Work accurately and consistently, meeting regulatory and compliance requirements (ops/file side).
o Show ownership of tasks.
o Randomly spot-check a team member’s work each month, in addition to formal QA, to maintain standards and share best practice.
* Hold regular team meetings/huddles to update on:
o Capacity and individual case allocations.
o Problem cases and trends (mortgage and protection).
o Expected offers and estimated completions.
o Protection admin status (apps in underwriting, cases waiting on start date, pipeline value on risk, opportunities where no protection is yet agreed).
2. Daily case management (case flow, tasks & pipeline)
* Manage own reduced caseload up to an agreed maximum (set by Manager) while still having capacity to lead the team.
* Oversee fair case allocation across the team:
o Balanced workloads by volume and complexity.
o Ensure team members get exposure to different case types under appropriate supervision to support development.
* Check outstanding tasks daily for the whole team:
o Ensure none are overdue without a valid explanation.
o Ensure tasks are not simply moved on without action; every task should progress the case.
* Ensure the team:
o Proactively work with advisers, maintaining open communication to progress cases and resolve queries quickly.
* Keep pipeline statuses up to date so that:
o Cases in pipeline are genuinely active.
o Cases that are completed, withdrawn or lost are updated correctly.
o Every live case has appropriate next tasks set.
* Monitor and manage:
o Time from submission to offer to completion (where within TMB control).
o Escalate capacity issues or bottlenecks to your manager early, with suggested options (prioritisation, temporary redistribution, resourcing).
* Ensure the team follow all file checklists, mandatory data fields and ops controls defined by your manager.
* Run or coordinate regular file checks (both structured QA and random spot-checks):
o Verify completeness, accuracy and consistency of files.
o Confirm key details (product, term, rate, lender, fees, protection status, PEDs, etc.) are correct.
o Ensure files contain the operational evidence needed for Consumer Duty.
* Provide clear, constructive feedback to team members:
o Explain errors and how to fix them.
o Highlight recurring patterns and agree actions to prevent repeat issues.
o Recognise and share examples of excellent file work and client handling.
* Support your manager in preparing file quality MI (error rates, missing documentation, recurring issues by adviser/process/lender) and use it in one2one’s and team meetings.
* Ensure lifecycle critical data is accurately captured and updated at offer and completion, including:
o Lender, product type, term and rate.
o PED (product end date) and relevant date fields.
o Protection status and key cover details.
* Run simple data hygiene checks to identify missing or incorrect fields:
o Correct ops caused errors within the team.
o Flag adviser-caused issues to your manager so these can be escalated to Kevin where needed.
5. Lifecycle, Protection Life Cycle & recanvas operations
* Ensure the team executes the Protection Life Cycle operations as directed by your manager and the Protection team:
* Ensure the team executes lifecycle and recanvas operations:
o Track that these tasks are actually done and recorded, and that opportunities (e.g. accepted reviews with no protection agreed) are flagged into the right pipelines for advisers and protection team.
6. Systems, process compliance & continuous improvement
* Ensure all team members use Midas, Platform and other tools correctly:
o Status updates, notes, task creation and completion.
o Correct use of templates, email/letter text and workflows.
* Monitor whether Broker Support/admin teams are working efficiently and using resource to its full potential:
o Highlight any duplication or wasted steps.
o Identify where automations or process tweaks could save time and reduce errors.
o Suggest process pain points and improvements to your manager:
+ Based on themes from QA, complaints, adviser feedback and team input.
o Help test and adopt new/updated processes, and help the team through change.
o Ensure all your team have equipment and set up required to do their roles.
7. Training, onboarding & complaints
* Support Manager with:
o Training new starters in CFT processes and systems.
o Overseeing their work to a point of sign-off and confidence.
o Identify individual and team-level training needs from QA and performance data, and feed these into:
+ HR (for broader skills or management training where needed).
o Be the first point of contact for ops related complaints or issues:
+ Understand scenario and report to Manager. Investigate operational/admin aspects (delays, communication, documentation).
+ Resolve what can be fixed at team level.
+ Escalate advice related or serious complaints to manager in line with TMB’s complaints process.
8. Resource & holiday planning
* Plan team holiday and absence cover in coordination with your manager to ensure:
o Sufficient resource is available for critical run-rate work.
o Caseloads are adjusted fairly when people are away.
o Key deadlines and client promises are not jeopardised by predictable leave.
o Flag resourcing risks early and propose mitigations (temporary redistribution, prioritisation, use of overtime by agreement, etc.).
Job Type: Full-time
Experience
* Mortgage Admin: 2 years (required)
* Mortgage Industry : 3 years (required)
* Team Leading: 1 year (preferred)
Work Location: Hybrid remote in Bedford MK44
Please send your CV and cover note to recruitment@tmblgroup.co.uk
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