Company Description
We’re Together – the market leading property finance experts with an entrepreneurial spirit. Based in Cheadle, South Manchester, we’ve been established since in 1974 and have built a team of over 750 colleagues, who are passionate about supporting individuals and businesses achieve their property ambitions by making finance work for them.
We pride ourselves on our common-sense approach to lending and offer a range of mortgage and secured loan products to individuals and businesses who are typically underserved by mainstream lenders. Our customers are central to everything we do and we work hard to support them to turn challenges into opportunities which make our customers' property ambitions a reality.
We’re looking for great people from all backgrounds and experiences who love working together and putting our customers at the heart of everything we do – and that starts with our brilliantly different team of people.
Job Description
As an Intermediary Operations Manager, you will focus your time on supporting, coaching and training a service team to ensure that broker partners receive exceptional service and that all team KPIs and SLA standards are achieved.
You will be responsible for supporting the team to deliver outstanding service through both reactive and proactive professional communication by developing skills congruent with the business needs, purpose and vision and promoting a culture of collaboration.
As an Intermediary Telephone Team Manager, we are looking for someone to:
1. Lead an inbound telephony team, ensuring that team members are providing accurate product and criteria information to intermediary partners to maximise sales opportunities within the Intermediary Relations Channel.
2. Be responsible for continually monitoring and improving SLA standards within a telephony based sales team to ensure that all Key SLAs are achieved.
3. To support the team in maintaining SLA standards by answering inbound calls frim intermediaries and responding to emails where required.
4. To conduct regular side by side coaching and call collaboration sessions with team members providing feedback to drive confidence and quality of service to intermediary brokers.
5. To hold monthly 1-2-1 session with direct reports to develop their underwriting, sales and regulatory knowledge and skills.
6. To constantly strive to improve the custopmer experience by challenging existing processes and practices and recommedning change where appropriate to enahnce customer experience.
Qualifications
Essential
7. Experience in people management
8. Mortgage/Lending background
9. An understanding of compliance and regulatory regimes
10. Exceptional relationship building and communication skills
11. Strong objection handling and problem solving skills
12. Coaching skills
13. Positive attitude
Additional Information
Benefits working at Together
14. 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
15. Buy & sell holidays
16. Discretionary annual bonus
17. Matched pension contribution
18. Life assurance
19. Critical illness cover
20. Health cash plan
21. Private medical insurance
22. Free access to company holiday homes
23. Travel season ticket loans
24. Ride to work scheme
25. Free local gym access
26. Local bar / restaurant discounts
Together Money embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills.
We care that you have a great experience with us at Together, if you need us to make any reasonable adjustments to make your experience easier, please let us know and we’ll do all we can.
Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.