Broker Liaison Team Leader

OSB Group; Chatham; On-site; GBP 30,000 - 33,000; Full time

Job summary

A leading specialist mortgage lender in Chatham is seeking a Broker Liaison Team Manager to lead a team in providing exceptional support to mortgage intermediaries. The role requires strong leadership skills, a background in finance, and a focus on customer service. Responsibilities include managing workflow, coaching team members, and ensuring service level agreements are met. A competitive salary and attractive benefits are offered.

Benefits

Discretionary annual bonus up to 12.5%

28 days annual leave plus bank holidays

Contributory pension scheme

Life Assurance (4x salary)

Access to Private Medical Insurance

Hybrid working options

Qualifications

• Previous line management experience is essential.
• Experience in the financial industry is preferred.
• Experience in a contact centre role with a confident telephone manner.

Responsibilities

• Manage the Broker Liaison Team and provide leadership.
• Monitor workflow and manage SLAs/KPIs.
• Act as an escalation point for queries and dissatisfaction.

Skills

Line management experience

Telephone communication skills

Attention to detail

Customer service skills

Knowledge of FCA regulations

Job description

About the team

The Broker liaison team supports the bank by taking inbound mortgage calls from mortgage intermediaries who require information regarding new or current lending, further advances, and support with our broker portal.

About Us

The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market. Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of funding is provided by sophisticated securitisation platforms. OSB’s unique cost‑efficient operating model is supported by our wholly‑owned subsidiary OSBIndia.

Alongside passion for our products and customers, we’re passionate about our people and want to continue building a collaborative and engaging environment. We are dedicated to diversity, equity and inclusion, supporting differences and recognising that individuals from diverse backgrounds can bring valuable insights and enhance the way we work.

What you will be doing

In this role you will manage the Broker Liaison Team based in the Chatham office. You will be responsible for the day‑to‑day line management of a team of Broker Liaison Coordinators to achieve their strategic objectives and provide a high level of customer service to our mortgage intermediaries. The role will also allow you to drive your team forward by supporting them to achieve their best results, promote delivery that meets our brokers’ expectations and continuously improve the broker journey.

Your responsibilities will include

• Provide effective leadership, support and motivation to the team, line managing and coaching all direct reports, including performance management, development, conduct, sickness management, appraisals and recruitment.
• Effectively monitor and manage workflow queues via capacity forecasting to ensure SLAs/KPIs are met.
• Ensure monitoring results are reviewed with constructive coaching, feedback and support in a timely manner.
• Deputise as required for the Broker Liaison Team Manager.
• Act as the escalation point for the Senior Coordinator on technical queries, broker dissatisfaction and take escalated calls where required.
• Be a role model who effortlessly embeds our values and behaviours throughout the team.

In return for your commitment

We offer a base salary dependent on experience of between £30,000 – £33,000 and a competitive benefits package including:

• Discretionary annual bonus opportunity of up to 12.5%.
• 28 days annual leave plus bank holidays.
• Contributory pension (8% employer, 5% employee).
• Life Assurance (4x salary) plus Group Income Protection.
• Access to Private Medical Insurance and Medical Cash Plan.
• Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase/sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme.

Could you be the one?

We are looking for talented individuals who have the experience and knowledge set out below:

• Previous line management experience is essential.
• Previous experience within the financial industry.
• Previous experience of contact centre role with a confident telephone manner.
• Previous experience of working in a decision‑making role and being able to make effective decisions.
• Advanced skills in communication and delivering a high level of customer service.
• A high level of attention to detail and ability to learn new processes and procedures.
• Previous experience of managing service levels and/or key performance indicators.
• Strong knowledge of FCA and relevant regulations.

What to do next

If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply. Alternatively, if you wish to have an informal and confidential chat please get in touch. Contact details can be found on our careers page.

If shortlisted from your initial application we operate a personalised recruitment process. Interviews are a two‑way street, we aim for them to be relevant and conversational to get the best out of you!

Equal Opportunity Statement

OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds. As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector.

All applicants must have the right to work in the UK and be willing to undertake relevant pre‑employment screening checks should your application be successful.