Primary Servicing Manager

Pepper Advantage; Greater London; Hybrid; GBP 40,500 - 49,500; Full time

Benefits offered by this job

Private medical insurance

Discretionary annual bonus

Salary sacrifice pension matched up to 8%

25 days holiday plus bank holidays

Enhanced maternity and paternity

Life Assurance

Job summary

A leading loan servicing company is seeking an experienced Primary Servicing Manager in Greater London to oversee daily service performance and team management. Responsibilities include managing client relationships, ensuring compliance with quality standards, and actively training and developing team members. The hybrid role requires excellent communication skills and prior experience in loan management, offering a competitive salary of £45,000 along with benefits including private medical insurance and a discretionary bonus.

Qualifications

• Prior exposure to operational loan management is essential.
• Strong understanding of relevant regulations and policies is necessary.
• Able to delegate effectively and work under tight deadlines.

Responsibilities

• Manage the relationship with the client and ensure accurate reporting.
• Deliver the inbound call handling SLA by effective agent planning.
• Resolve complaints in accordance with the established complaints process.

Skills

Confident team manager

Excellent customer service

Client relationship management

Detail-oriented data usage

Strong English communication skills

Proficient in Microsoft Office

Job description

Are you an experienced Primary Servicing Manager with mortgage industry experience?

Pepper Advantage is one of the leading specialist loan servicing companies in the UK and we are looking for an experienced Primary Servicing Manager to join our team in Uxbridge.

Our Primary Servicing Managers are responsible for delivery of the day‑to‑day service and performance goals of the Primary Servicing team that they lead. This includes the team and individual queue performance, call handling performance, people management, mandated decision‑making, complaint handling, and project work.

As a Primary Servicing Manager, your key responsibilities will include:

• Managing the relationship with our client, representing Pepper Advantage appropriately through accurate timely reporting and governance
• Delivering the inbound call handling SLA by planning agent cover effectively and by monitoring Specialist activity
• Taking responsibility for resolving complaints as per the complaints process
• Complying with monthly QA, oversight, and end to end reporting
• Establishing and maintaining appropriate internal control safeguards
• Ensuring call observations and 1:1s are delivered for each agent monthly
• Recruiting, training, coaching, and developing the team as needed
• Delivering own and team annual objectives
• Building and maintaining strategic relationships throughout the business and with third parties
• Building and delivering the team plan to manage all queues within SLA goal

Additional Information

This role will be based in our Uxbridge office. We are currently operating a hybrid approach with the expectation of a minimum of two days per week being office‑based. This will follow an initial office based training period.

• Confident and experienced team manager
• Prior exposure to operational loan management
• Able to consistently deliver excellent customer service
• Experience in managing client relationships
• A robust understanding of relevant regulation and associated legislative policy and the impact this has on the role
• Prior exposure to loan and mortgage products
• Detail‑orientated and able to use data effectively
• Self‑reliant and self‑motivated
• Able to effectively delegate and work to tight deadlines
• Strong English verbal, written, and presentation‑based communication skills
• A good knowledge of Microsoft Office
• Accurate, well organised, and reliable
• Salary of £45,000 per annum
• Hybrid role
• Private medical insurance
• Discretionary annual bonus
• Salary sacrifice pension matched up to 8%
• 25 days holiday (increasing with service) plus bank holidays
• EAP
• Enhanced maternity and paternity
• Payroll giving
• Life Assurance

About Pepper Advantage

The UK arm of Pepper Advantage was established in 2013, and today we’re one of the most successful and dynamic loan‑servicing businesses throughout the four home nations. With offices in London and the North of England, Pepper Advantage UK employs over 360 people and has approximately US$25 billion in assets under management. Key sectors include commercial and residential mortgages, including prime, near‑prime and non‑conforming, and SME loans.