We’re looking for a Payment Support Team Leader to join our clients Specialist Mortgages operations function, helping drive performance, service excellence, and fair customer outcomes.
🧩 The Role
You’ll lead a team of collections professionals managing complex mortgage portfolios. From coaching and development to strategic input and QA oversight, you’ll play a central role in delivering our service, risk, and compliance objectives. This is a hands-on leadership position, ideal for someone who thrives in a regulated, customer-focused environment.
🌟 Key Responsibilities
* Oversee daily operations including arrears, payment queries, and team inboxes
* Lead, develop, and motivate a team through structured 1:1s, training, and performance reviews
* Act as a subject matter expert on escalated or complex cases, working closely with credit and legal teams
* Produce and analyse MI to track KPIs and risk indicators
* Drive quality assurance and ensure adherence to internal and regulatory standards
* Identify and implement process improvements to enhance service delivery
💼 What We’re Looking For
* Strong experience in mortgage collections, arrears handling, and/or litigation within Financial Services
* Confidence managing people and processes in a regulated environment
* Familiarity with forbearance, TCF principles, and financial difficulty strategies
* Excellent communication and analytical skills
* Ability to lead with integrity, empathy, and precision