Are you ready to take your career to the next level with a thriving company experiencing continuous growth? We're seeking an
Advised Team Manager
to join our Equity Release team.
Now you're probably thinking, what makes this role unique and why should you choose Fluent Money?
* Lead with Autonomy
: Take full ownership of managing a team of 6–8 Lifetime Mortgage Advisers, 2 Case Managers, and 2 Administrators. Shape your team your way, driving a high-performance culture rooted in excellence.
* Drive Pipeline Performance:
Oversee a live application pipeline worth approximately £0.5 million, with a focus on maximising completion revenues and driving business success.
* Champion the Customer Journey:
Take responsibility for the end-to-end experience of over 500 monthly customer enquiries, ensuring exceptional quality in fact-finding, advice, and recommendations.
* Work Collaboratively:
At Fluent Money, we believe in breaking down silos. You'll collaborate closely with 6–10 fellow Advised Team Managers and play an active role in the Mortgage Sales Leadership Team.
* Accelerate Your Career:
Fluent Money is proud of its track record in developing talent. Many of our leaders have progressed from managerial roles to Director and Head of Department positions.
* Invest in Your Leadership:
Our dedicated Learning & Development team delivers comprehensive training through our Leaders Academy supporting you to grow, develop, and become an even better leader.
* Salary package to fuel your ambition:
The salary for this role ranges from £45,000 to £50,000, plus a performance based bonus, depending on the candidate's experience and the value they bring to Fluent.
The Advised Team Manager should be a self-motivated, passionate, experienced and driven individual with a strong track record in ensuring the highest standards of customer experience delivery and commercial focus. There should be a high attention to detail, and great people skills including a proven ability to manage office based, hybrid and remote workers. The team manager will be responsible for 10-12 FTE.
Accountabilities & Behaviors
* Coach, support and develop a team of 6-8 Lifetime Mortgage Advisers to deliver outstanding customer service, consistent customer contact and strong commercial growth
* Continually have an in-depth knowledge of business performance, support and challenge your team on performance in line with company goals and objectives and a competitive array of individual KPIs and commission schemes.
* Drive adherence to required processes across all functions to ensure delivery of targets through effective communication ensuring that information and direction from the Managing Director and the Head of Advised Sales are cascaded through the team
* Participate in weekly and monthly management meetings to communicate business updates, team updates and to share success and areas for development
* Be the expert in all systems and processes that Fluent use.
* Provide commission/bonus statements for each Adviser to review monthly
* Monitor banked business levels or "completions"
* Review suspended commissions and seek resolution to release payments
* Utilise performance reporting as per business expectations
* Investigate and resolve any complaints that come into the business
* Liaise with MAB regularly and attend meetings such as service quality reviews
* Promote Fluent, and its staff, within the mortgage industry and recognize achievements
* Lead by example and be a motivating role model to others in the company
Key Performance Indicators (KPIs)
* Coach, support and develop a team of 10-12 FTE to deliver outstanding customer service, consistent customer contact and strong commercial growth
* Responsible for oversight of how we handle enquiry handling, fact finding and recommendations to c5-600 customers per month
* Motivate, monitor and drive the daily behaviours to result in the required volume/revenue targets
* Teams under direct line management deliver to their KPI's
* Support the Head of Advised Sales and Managing Director of Fluent Mortgages to maximise revenues, control costs and deliver sustainable growth in operating profit
* Lead monthly/quarterly team meetings
* All banking procedures undertaken correctly to ensure accuracy
* Investigate, respond and resolve all complaints within expected timescales
* Work together with our compliance, training and competency team to ensure we deliver to regulatory requirements and uphold our consumer duty.
Essential Skills & Competencies
* Strong communication skills
* Strong leadership, coaching for performance and training skills
* Ability to be proactive but also reactive when required
* Maintain a positive attitude
* Maintain up to date on market knowledge
* Organised
* Strong presentation skills
* Self/team motivating
* Management skills
* Problem solving
* Leading by example
* Ensuring support is available for those who require
* Positive outlook on your role and that of Fluent
* Showing initiative with suggestions to improve the team's processes
* Delivering an eye catching and comprehensive sales update each week, pointing out high performers.
* Monitoring all logged hours and instances of staff lateness and recording when appropriate
* Develop and implement staff 'soft skills' school, for new and more experienced advisers
* Organise and undertake all initial investigations in regard to disciplinary meetings in accordance with the company guidelines
* Carry out performance plans (PIPs) and Focused Learning Plans (FLPs) where necessary
* Ensuring monthly 1-2-1's are conducted with and logged onto core People/HR systems
* Attending weekly meetings with other leaders, training functions and heads of department to discuss individuals with stronger and weaker performances, as well as any other issues and training gap analysis
* Remain up to date with FCA requirements and key areas that need to be developed.
* Conduct twice weekly in-depth review of varying customer journeys to ensure the correct process has been followed.
* Conduct call quality observations regularly, and in accordance with the department structure which highlights and operates on a 'risk' factor. All higher risk advisers to receive a minimum of one call assessment per month
* Deal with case escalations and complaints when required
* Carry out well-being checks where required in the department and signpost where needed
* Monitor the team's compliance issues, including monitoring compliance scores and appeals. Deliver fails face to face to the adviser in question, and deliver training and support as needed, escalating to PIP or disciplinary if necessary
* Liaising closely with lenders and providers, orchestrating Business Development Manager visits
* Promote and increase footfall to other departments via exports/handoffs, with a view to increasing the amount of revenue generated
* Hold an 'open diary' event weekly to provide advisers with set time to approach on their own accord and discuss any case, at any status for additional help and support
* Liaise and strengthen the relationship with the broker team, sales support and Client Relationship ("Case Manager") teams
* Promote 'best advice', by reviewing advice calls and quality, checking for a strong client/adviser relationship, which highlights any client vulnerability and shows that the adviser has actioned when necessary.
About Fluent Money:
At Fluent Money, we're more than just a financial services company—we're industry leaders committed to integrity, professionalism, and unparalleled customer satisfaction. Not only are we the biggest Second Charge Mortgage Broker in the UK, we also specialise in First Charge Mortgages, Equity Release, Insurance and Bridging Loans. As part of the Mortgage Advice Bureau (MAB) family since 2022, we're dedicated to excellence in everything we do.
Join us and become part of a culture that values teamwork, innovation, and job satisfaction, where we empower our employees to take ownership of their work and provide them with the necessary tools and resources to excel in their roles.
Our forward-thinking approach and cutting-edge technology enable us to offer seamless and personalised financial solutions, setting new standards for excellence in our industry
All the perks
* Rising holiday entitlement up to a maximum of 30 days (excluding bank holidays)
* Your birthday off work
* Holiday buy & sell scheme
* Private Healthcare with Vitality Health
* Death in service cover
* Fee-free Fluent products for your friends and family
* Regular social and charity events
* Onsite food provision and restaurant facilities
* Free tea, coffee & fresh fruit daily
* 'Freebie Fridays' on the first Friday of every month
* Cycle to work scheme
* Access to stimulating training & development
* In-house leadership academy for future leaders
* Great location close to transport links
* Free parking onsite
* Electric car scheme
Benefits:
* Additional leave
* Canteen
* Company events
* Company pension
* Cycle to work scheme
* Free parking
* Life insurance
* On-site parking
* Private medical insurance
* Transport links