Mortgage Collections & Recoveries Lead in Leeds, Yorkshire

We’ve been helping our members save for their future and buy their own home since 1875. Join us and you’ll play a big role in helping us to put home ownership within reach of more people, generation after generation. It’s a purpose that drives everything we do. And you can play your part too by joining our dedicated Mortgage Services team.

In this integral role, you will be working with the Head of Mortgage Services to deliver and execute the Society's Debt Management Strategy across end-to-end accountabilities. You will deliver a customer & conduct centric culture, balancing high performance and good customer outcomes, whilst ensuring the function is a great place to work for colleagues. The role will be part of the leadership team in Mortgage Services and will engage with the wider leaders in our Customer Division to support the achievement of the Society's purpose and divisional priorities.

You’ll lead all end-to-end operations for Mortgage Collections & Recoveries, Pre & Post Interest Only End of Term management, Consent to Let management, as well as other servicing and debt recovery processes and customer journeys. The role will also have responsibility for an established Coaching Team who are equipped to deliver robust colleague competency, high performance, and good customer conversations and outcomes ensuring quality performance and outcomes are in appetite.

What will you bring to the role?

• Strong, visible leader who role models, cares, connects and coaches to drive performance, change, positive engagement and deliver against challenging objectives.
• In-depth Collections & Recoveries (ideally mortgages) leadership experience at a senior level.
• In depth knowledge & experience of collections strategy, collections operations, effective colleague coaching models and complaint handling.
• Robust knowledge and understanding of regulatory requirements from an arrears handling perspective (MCOB, CONC, Consumer Duty, DISP).
• Passionate about Customer Experience and possessing expert knowledge of best-in-class, industry-leading collections, process and continuous improvement.

In return, you’ll get the best from us:

• Hybrid working 2 days per week in the office.
• Annual bonus up to 15%.
• Matched pension contributions up to 10%.
• 30 days holiday, plus bank holidays and holiday purchase scheme.
• Colleague Mortgage and Saver products.
• 2 days’ volunteering per year.

We’ll give you a place to belong with the support to learn, develop and shape a meaningful career.

Why choose us?

Our business is centred around our people. Our colleagues are at the heart of everything we do, as shown by our Inclusive Employers Gold accreditation in 2023 and 2025. We’re committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity. You’ll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises how we’ve embedded our purpose with our colleagues, and the actions we’ve taken to put home ownership within reach of more people, generation after generation.

Why wait? Apply now! We’d love to hear from you. But don’t wait around - we may close the advert early and we’d hate for you to miss out. We’re devoted to creating a culture and workplace that is representative of the communities we serve. If you’d like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter so we can find out more about your skills and experience. We’re committed to supporting you to be at your best - to discuss any reasonable adjustments we could make, please contact us.