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For Companies At a Glance
- Tasks: Lead and manage the Broker Liaison Team, ensuring top-notch customer service.
- Company: Join OSB Group, a leading FTSE 250 specialist mortgage lender focused on innovation.
- Benefits: Enjoy hybrid working, competitive salary, bonuses, and a range of employee perks.
- Why this job: Be part of a diverse team that values collaboration and personal growth.
- Qualifications: Previous line management and financial industry experience required; strong communication skills essential.
- Other info: Flexible working options available to support your work-life balance.
The predicted salary is between 25000 - 29000 £ per year.
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.
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Broker Liaison Team Leader employer: OSB Group
Contact Detail:
OSB Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Broker Liaison Team Leader
✨Tip Number 1
Familiarise yourself with the mortgage industry and the specific products offered by OSB Group. Understanding their unique selling points and how they differentiate themselves in the market will help you engage more effectively during interviews.
✨Tip Number 2
Highlight your previous line management experience by preparing examples of how you've successfully led teams in high-pressure environments. Be ready to discuss your approach to coaching and motivating team members to achieve their best results.
✨Tip Number 3
Brush up on your knowledge of FCA regulations and compliance standards relevant to the mortgage sector. Being able to demonstrate your understanding of these regulations will show that you're well-prepared for the role.
✨Tip Number 4
Prepare to discuss your experience with managing service levels and KPIs. Think of specific instances where you successfully met or exceeded targets, as this will be crucial in showcasing your ability to drive performance in the Broker Liaison Team.
We think you need these skills to ace Broker Liaison Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your previous line management experience and any relevant roles in the financial industry. Use specific examples that demonstrate your leadership skills and ability to manage service levels.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and team leadership. Mention how your experience aligns with the responsibilities of managing the Broker Liaison Team and your commitment to diversity and inclusion.
Highlight Relevant Skills: Emphasise your advanced communication skills and attention to detail. Provide examples of how you've successfully managed KPIs or SLAs in previous roles, as this is crucial for the position.
Showcase Your Decision-Making Abilities: Include instances where you made effective decisions in a contact centre environment. This will demonstrate your capability to handle escalated queries and broker dissatisfaction, which are key aspects of the role.
How to prepare for a job interview at OSB Group
✨Showcase Your Leadership Skills
As a Broker Liaison Team Leader, you'll need to demonstrate your previous line management experience. Be prepared to discuss specific examples of how you've effectively led and motivated a team in the past.
✨Understand the Financial Industry
Make sure you brush up on your knowledge of the financial industry, particularly mortgage lending. Familiarise yourself with current trends and regulations, especially those related to the FCA, as this will show your commitment and expertise.
✨Prepare for Scenario-Based Questions
Expect questions that assess your decision-making skills and ability to handle escalated situations. Think of scenarios where you've successfully resolved conflicts or improved customer service, and be ready to share these stories.
✨Emphasise Customer Service Excellence
Since the role involves providing high levels of customer service, prepare to discuss how you've previously ensured customer satisfaction. Highlight any metrics or KPIs you've met or exceeded in your past roles.
