Advised Team Manager - Equity Release

Fluent Money Ltd; Horwich; On-site; GBP 45,000 - 50,000; Full time

Benefits offered by this job

Rising holiday entitlement up to 30 days

Birthday off work

Private Healthcare

Company pension

Onsite restaurant facilities

Job summary

A leading financial services provider in Horwich is seeking an Advised Team Manager to oversee a team, drive performance, and enhance customer experience. This role offers a competitive salary between £45,000 and £50,000 plus performance bonuses, emphasizing strong leadership and customer service skills in a dynamic environment.

Qualifications

• Experience managing a team in a customer service environment.
• Strong interpersonal and communication skills.
• Knowledge of financial services and compliance.

Responsibilities

• Manage a team of advisers and administrators to meet performance targets.
• Oversee customer enquiries and ensure high-quality service.
• Drive revenue growth and operational excellence.

Skills

Leadership

Performance Management

Customer Service Excellence

Coaching

Job description

Overview

Head of Resourcing and Talent Acquisition for Fluent Money Group - Interested in joining one of the fastest growing companies in the financial services sector? We’re seeking an Advised Team Manager to join our Equity Release team.

Base pay range

Salary: £45,000 to £50,000, plus a performance-based bonus, depending on the candidate’s experience and the value they bring to Fluent.

Responsibilities

• Lead with Autonomy: Manage a team of 6–8 Lifetime Mortgage Advisers, 2 Case Managers, and 2 Administrators. Shape your team to drive a high-performance culture rooted in excellence.
• Drive Pipeline Performance: Oversee a live application pipeline worth approximately £0.5 million, focusing on maximising completion revenues and overall business success.
• Champion the Customer Journey: Oversee the end-to-end experience of over 500 monthly customer enquiries, ensuring high-quality fact-finding, advice, and recommendations.
• Collaborate Across Functions: Work with 6–10 fellow Advised Team Managers and participate in the Mortgage Sales Leadership Team to break down silos.
• Develop Leadership & Talent: Benefit from Fluent Money’s track record of talent development and the Leaders Academy to grow as a leader.
• People & Performance Management: Coach, support and develop the team to deliver outstanding customer service and strong commercial growth; manage office-based, hybrid and remote workers.
• Operational Excellence: Ensure adherence to processes, cascade information from leadership, and monitor progress toward targets with appropriate KPIs and commission schemes.

Accountabilities & Behaviors

• Coach and develop 6–8 Advisers to deliver excellent service and growth
• Maintain in-depth knowledge of business performance and challenge the team on performance against goals
• Lead performance-focused meetings and communicate updates across the team
• Be the expert in Fluent’s systems and processes
• Provide monthly commission/bonus statements and monitor completions
• Review and resolve any disputes or late payments
• Utilise performance reporting and investigate customer complaints
• Collaborate with Compliance, Training and Competency teams to meet regulatory requirements
• Lead by example and act as a motivating role model

Key Performance Indicators (KPIs)

• Oversee 10–12 FTE delivering customer service and growth
• Manage enquiry handling, fact finding and recommendations for a large volume of customers monthly
• Drive daily behaviours to meet revenue targets and KPI expectations
• Support revenue growth, cost control and sustainable operating profit
• Lead regular team meetings and ensure accurate banking procedures
• Resolve complaints within expected timescales
• Ensure regulatory compliance and consumer duty adherence
• Demonstrate leadership, coaching, proactive problem-solving and initiative
• Provide ongoing staff development and performance plans where needed
• Maintain FCA knowledge and review customer journeys for process adherence
• Monitor and assess quality of calls and risk, with regular assessments for higher-risk advisers
• Coordinate with lenders/providers and support business development
• Promote cross-department collaboration and support for the sales process

About Fluent Money

At Fluent Money, we’re industry leaders committed to integrity, professionalism, and customer satisfaction. We’re the largest Second Charge Mortgage Broker in the UK, and 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 remain focused on excellence.

Join us to be part of a culture that values teamwork, innovation and job satisfaction, where you own your work and have the tools to excel.

Our forward-thinking approach and technology enable us to offer seamless, personalised financial solutions.

Website: https://www.fluentmoney.co.uk/

Benefits

• Rising holiday entitlement up to 30 days
• Birthday off work
• Private Healthcare with Vitality Health
• Death in service cover
• Fee-free Fluent products for friends and family
• Regular social and charity events
• Onsite food provision and restaurant facilities
• Cycle to work scheme
• Training and development via in-house leadership academy
• Great location and onsite parking
• Company pension and private medical insurance

Location notes and additional job postings have been removed to maintain focus on the role.