Payments management - Servicing Team Manager - Marlow, SL7 1YL in Luton

We are hiring for a Servicing Team Manager in Payments Management on a 9-month secondment. The location is remote for UK residents only, with a start date in June 2026. Working hours are Monday to Friday, 09:00 to 17:30. Salary is competitive, with 25 days holiday plus a fantastic range of benefits.

About the Role:

The Payments Management Team plays a vital role in ensuring that all incoming customer payments, whether through cheques, bank transfers, DWP payments or third-party invoices, are accurately allocated to mortgage accounts. The team also handles payment queries, account redemptions, account closures, and unresolved transaction investigations. As a team manager, you will be central to driving accuracy and great customer outcomes while supporting internal and external requests across a wide variety of topics.

What You’ll Be Doing:

• Effectively manage and lead the team to ensure that all work is delivered in line with service level agreements.
• Develop and implement plans to ensure that a high quality and consistent standard of service is achieved against key performance indicators and in line with business objectives.
• Actively manage individual and team performance, including absence management, regular one-to-one meetings, performance reviews, disciplinary management, and providing regular feedback to team members.
• Train, coach, and develop team members as required to maximise competence, potential, and performance whilst supporting succession planning.
• Ensure the team are aware of all relevant business-related communications covering corporate and local updates.
• Actively promote a culture that delivers high performance, motivation, and engagement through effective leadership.
• Client relationship management including participation in operational review meetings.
• Identify and resolve risk incidents and manage relevant risk controls in line with company policy.
• Review departmental policies and processes to identify, manage, and mitigate risk and implement improvements and efficiencies.
• Role model all company values.

Experience and Knowledge:

• Experience working in the Financial Services industry or a regulatory environment (desirable).
• Experience of managing in a front or back-office operation.
• Experience of working in a target-driven environment centred on customer delivery.
• A good understanding of Microsoft Office applications.
• Analytical with the ability to manage key performance indicators (KPIs) that drive maximum productivity, quality, and service.
• Effective motivational, coaching, and mentoring skills.

What We’re Looking For:

• Strong underwriting background with a good understanding of residential and Buy to Let processes.
• Excellent people management, coaching, and development skills.
• Confident decision maker with the ability to assess risk and maintain quality.
• Experience handling customer or broker escalations and complaints.
• Strong analytical skills and ability to interpret MI.
• Knowledge of regulatory and financial crime requirements.
• CeMAP/CeRCC preferable, or willingness to study.
• Effective time management.
• Able to implement tactical plans to deliver strategic objectives in a timely manner.
• Effective communication (both oral and written) and influencing skills.
• Ability to remain resilient in a challenging environment.
• Balancing customer requirements with operational objectives.
• Using and understanding core systems within a customer contact and administration environment.

Why Join Us:

At Kensington Mortgages, we believe our employees are the heart of our success. We are committed to creating a supportive and flexible work environment that values personal growth, professional development, and a healthy work-life balance. Our inclusive culture respects and celebrates diversity in all its forms, ensuring that everyone feels welcome, valued, and understood. We recognise and appreciate differences in thinking, learning styles, gender, race, identity, ethnic origins, and sexual expression. We are an inclusive, neurodiversity-friendly employer committed to creating a supportive environment where all employees can thrive. At Kensington Mortgages, our people are our greatest asset.