Company Description
We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.
We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 750 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.
Job Description
As an Operations Manager, you will be responsible for running the operational support team to deliver outstanding service to our customers and key stakeholders throughout the application journey to the point of completion. You will work across the direct and broker distributions within KPIs and SLA frameworks.
As an Operations Manager, we are looking for someone to:
* Lead the Operations Support Team in daily management and delivery of team KPIs
* Ensure effective workflow management to meet all Service Level Agreements
* Manage and optimize call handling, resourcing, and performance
* Serve as the primary point of accountability for escalations and complaints received by the team
* Handle customer escalations and resolve issues promptly and professionally
* Ensure all operations support staff are sufficiently skilled to meet targets
* Facilitate training and development for team members, ensuring compliance with core training requirements
Qualifications
Essential
* Previous experience of working in a Mortgage lending role
* Understanding of the pre-completion process
* Proven management and operational management experience leading a large team
Additional Information
Benefits of working at Together
* 26 days holiday, and a day off for your birthday (increasing with service to 30 days), plus bank holidays
* Free access to company holiday homes
* Buy & sell holidays
* Discretionary annual bonus plus an additional Shared Reward Bonus
* Matched pension contribution
* Health cash plan plus Private medical insurance
* Life assurance and Critical illness cover
* Travel season ticket loans and Ride to work scheme
* Free local gym access
* Local bar / restaurant discounts
Together 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.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management
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