Broker Liaison Team Leader

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

Job summary

OSB Group is seeking a Broker Liaison Team Manager in Chatham to lead the Broker Liaison Coordinators, enhancing customer service and improving team results. The role includes day-to-day management, performance oversight, and fostering a high-performing environment to exceed broker expectations while ensuring compliance with financial regulations.

Benefits

Discretionary annual bonus opportunity of up to 12.5%

28 days annual leave plus bank holidays

Access to Private Medical Insurance and Medical Cash Plan

Flexible working opportunities

Qualifications

• Previous line management experience is essential.
• Strong knowledge of FCA and relevant regulations.
• Previous experience within the financial industry.

Responsibilities

• Manage day-to-day operations and performance of the Broker Liaison Team.
• Ensure SLA/KPI compliance and coach team members effectively.
• Act as escalation point for technical queries and broker dissatisfaction.

Skills

Leadership

Customer Service

Decision Making

Communication

Attention to Detail

Job description

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The Broker liaison team support the bank by taking the inbound mortgage calls from mortgage intermediaries who require information with regards to new or current lending, further advances, and for 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. Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work. This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme.

What you will be doing

In this role you will have the opportunity to 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 and to promote the delivery to exceed our brokers expectations and continuous improvement to the broker journey.

Your responsibilities will include:

• To provide effective leadership, support and motivation to the team, line managing and coaching all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals and recruitment.
• Effective monitoring and management of workflow queues via capacity forecasting to ensure SLA’s/KPI’s are met.
• Ensure that all monitoring results are monitored with constructive coaching, feedback and support provided in a timely manner.
• Deputise as required for the Broker Liaison Team Manager.
• Be the escalation point for the Senior Coordinator on technical queries, broker dissatisfaction and take escalated calls from the Senior Coordinator where required.
• Be a role model who effortlessly embeds our values and behaviours throughout the team.

In return for your commitment

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 .
• 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 confident telephone manner.
• Previous experience of working in a decision-making role and being able to make effective decisions.
• Advanced skills in respect of 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.

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.

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!

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.We don’t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress.

Whilst we are an organisation that values face-to-face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishing a healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work.

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

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About the team

The Broker liaison team support the bank by taking the inbound mortgage calls from mortgage intermediaries who require information with regards to new or current lending, further advances, and for 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. Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work. This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme.

What you will be doing

In this role you will have the opportunity to 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 and to promote the delivery to exceed our brokers expectations and continuous improvement to the broker journey.

Your responsibilities will include:

To provide effective leadership, support and motivation to the team, line managing and coaching all direct reports, including all aspects of performance management, development, conduct, sickness management, appraisals and recruitment.

Effective monitoring and management of workflow queues via capacity forecasting to ensure SLA’s/KPI’s are met.

Ensure that all monitoring results are monitored with constructive coaching, feedback and support provided in a timely manner.

Deputise as required for the Broker Liaison Team Manager.

Be the escalation point for the Senior Coordinator on technical queries, broker dissatisfaction and take escalated calls from the Senior Coordinator where required.

Be a role model who effortlessly embeds our values and behaviours throughout the team.

In return for your commitment

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 confident telephone manner.

Previous experience of working in a decision-making role and being able to make effective decisions.

Advanced skills in respect of 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.

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.

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!

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.We don’t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress.

Whilst we are an organisation that values face-to-face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishing a healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work.

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

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