Mortgages Customer Team Lead

Admiral Money are looking for a Mortgages Customer Team Lead to join their growing Specialist Mortgages team!

This is an exciting opportunity to join a new and growing team that embodies the disruptive spirit of a start-up. With a Vision of revolutionising the secured lending industry by driving innovation, enabling unparalleled speed of lending, and cultivating strong partnerships, we want to recruit passionate business builders who look at the world and see huge opportunities to change it.

Admiral Money is committed to helping more people look after their future. We prioritise creativity to deliver flexible solutions and you will be at the heart of this. The purpose of the role is to support our customers and help to build out all our customer processes to allow for a fully supportive yet flexible solution. As Customer Team Lead, you’ll work across our customer contact channels to support queries and deal with back-office processes. You’ll have the opportunity to shape and make a significant impact on the customer journeys. In line with the Consumer Duty, we are constantly challenging what we think the customer needs, to create a truly fully flexible product and service offering.

This is a great opportunity for an individual looking to make a difference and shape a department. You will be the first hire in this team, and as such, will need to be comfortable to manage all levels of interaction, whilst being aware that as the team grows, you will take people management responsibilities as well. You will work in a friendly and supportive team who are ambitious in nature and always striving for the best outcomes. The immediate need will be to support the project in its proposition delivery and make sure that our manuals, processes and procedure documents are in place. You’ll learn how the system works by immersing yourself in system manuals and support the user acceptance testing of the system on critical processes.

Role Requirements 

As a Mortgages Customer Team Lead, you will report to the Business and Change Manager and be responsible for our customer management. Activities will include:

• Help shape our customer processes including the communications to support them.
• Use the loan management system utilising available training material to build an understanding of the system and pull together user friendly procedure guides to support future customer executives as the team grows.
• Understand the communication channel offerings and contribute to solutions to support customer contact.
• Support our telephone line and back-office processes such as completing customer requests made on the portal.
• Understand the servicing and support requirements of vulnerable customers.
• Understand the servicing and support requirements of customers in financial difficulties.
• Be aware of complaints procedures and be able to attempt to resolve issues on first contact.
• Be the go-to customer expert, whilst the Admiral proposition grows, supporting with account queries across the business, support with MI and have the ability to update accounts on the system to align with business processes.
• Support business governance such as customer outcomes, root cause analysis and be able to feedback on customer needs.
• Be able to manage process improvements and feed into solution definitions when considering any system changes.
• Support in resource management and quality assurance as the team grows.

About You

The successful candidate will:

• have worked in a mortgages or other secured lending environment
• have previously successfully operated in a customer service role
• have previous arrears management experience
• be able to demonstrate a strong customer focus embedded in ways of working
• have held a previous role as team leader (or equivalent) or above
• Be comfortable operating in a fast moving and fast growing environment
• be flexible, proactive and a team player and infectious with your ambition for what can be achieved
• driven by a need to continually improve our customer experience and outcomes
• be self-motivated, committed and able to quickly understand new concepts and principles

If you feel this is an environment in which you’d thrive and an opportunity you are eager for, then please get in touch!

Salary, Benefits and Work-Life Balance

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration.

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