Team Manager - Customer Arrears

Location: Remote (We can only consider candidates based in the UK and with the right to work)

Working Hours: Full Time (Monday – Friday 09:00 – 17:30)

Salary: Competitive with a fantastic range of benefits which can be found HERE

Overall Purpose of Job

The Customer Arrears Support (CAST) Team Manager is responsible for managing and overseeing a team of agents within the Special Servicing Department. The role involves effectively leading the team to minimise a risk, manage arrears, whilst maintaining a customer focused approach.

The CAST Team Manager will drive team performance through effective leadership, coaching, and continuous development, ensuring that the team delivers high-quality service and achieves departmental objectives.

Key responsibilities include balancing resource levels, implementing strategies to achieve operational objectives whilst balancing the needs of our customers.

Key Accountabilities

• Manage and lead the Customer Arrears Support team, providing guidance, coaching, and development opportunities to ensure high performance and operational efficiency.
• Provide ongoing feedback to team members, offering constructive advice to improve performance, address any gaps in knowledge, and recognise high achievement.
• Provide technical support and guidance to the team, including reviewing complex cases and offering solutions or escalation where necessary.
• Actively manage individual and team performance and competence including conducting one to ones, giving feedback on performance, conducting performance reviews, absence management and managing resource requirements
• Facilitate daily team huddles to share updates, review priorities, and discuss any challenges or escalations within the team.
• Create a culture that delivers high performance, motivation and engagement by recognising achievements, celebrating successes, and promoting a positive, supportive work culture.
• Ensure that all accounts are handled in compliance with internal policies, regulatory requirements, and industry best practices including the FCA (Financial Conduct Authority) rules, the Mortgage Conduct of Business (MCOB).
• Monitor key performance indicators (KPIs), implementing plans to ensure productivity and high quality standards are consistently met.
• Implement strategies to work with customers in financial difficulty, ensuring good customer outcomes and sustainable solutions wherever possible, ensuring that litigation is used as a last resort after all other avenues have been explored.
• Build and maintain relationships with external third parties such as Field Agents and internal departments.
• Provide regular reports to senior management on the management of accounts, highlighting risks, challenges, and opportunities for improvement.
• Monitor process and policy; Identify areas for process improvement and manage risk issues

Required Experience, Knowledge, Skills

• Proven experience in mortgage arrears or a similar role within the financial services sector.
• Demonstrated experience managing a team, including performance management, coaching, and conducting 1-2-1s.
• Experience in arrears management.
• Comprehensive understanding of UK mortgage regulations, such as FCA guidelines, MCOB, and Consumer Duty.
• Ability to balance company objectives with good customers outcomes.
• Capable of leading a team to meet departmental objectives and manage performance effectively.
• Strong leadership and team management skills, with the ability to coach, motivate, and develop team members.
• Strong verbal and written communication skills for both team and stakeholder management with excellent communication and interpersonal skills for liaising with internal and external stakeholders.
• High level of organisational and time management skills, particularly for managing multiple priorities.
• Analytical and decision-making skills to handle complex cases and drive team performance.
• Ability to manage multiple priorities, work under pressure, and meet tight deadlines.
• Ensures that all documentation and processes are accurate and compliant.
• Ability to handle difficult conversations, manage challenging cases, and remain focused under pressure.

Why Join Kensington Mortgages

Our employees are critical to our success. We work hard to ensure that Kensington Mortgages is a great place to work. We recognise the difference it makes to our business when people challenge themselves and take advantage of the development opportunities available, so we try and support everyone however we can.

We also recognise the fact that people seek work life balance and continuously develop our benefits offering to create an inclusive and supportive culture where differences that exist between us all are recognised, understood and valued.

We are an inclusive and equal opportunity employer that values diversity. This means we respect and embrace differences in gender, identity, race, ethnic origin, sexual expression and orientation, religion, faith, age, marital status, disability, neurodiversity, social background, education and way of thinking. We are a place where you can be you.

As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.