Lending Team Leader

Driving brand visibility, member engagement, and business growth.

Role overview

• Reports to: Member Operations Manager
• Salary starting from: £29,802
• Hours: Full time
• Location: Cheadle Royal Business Park / Hybrid / Agile Working

Key Relationships: Management Team, Colleagues and Members.

Who we are

As a member-owned organisation, we are dedicated to serving the Police community with a personal touch. Our mission is to make saving easy, offer affordable loans, and assist our members in buying or remortgaging their homes. When you join our team, you become part of a team that values trust, support, and mutual growth. We are looking for passionate individuals who share our commitment to making a positive impact on the lives of our members.

Role Overview

The role covers key areas of our lending operations:

• Assisting the Member Operations Manager in leading the Lending team in their provision of excellent customer service levels to members.
• Responsibility for leading and managing all aspects of team performance of the Lending Team, under the guidance of the Member Operations Manager.
• Assisting with assessing members' loan applications, reviewing their individual circumstances and guiding them through the process.
• Providing excellent lending customer service to our members.
• Responding to and fulfilling members' needs that are requested over multiple communication channels (telephone, e-mails, chat, face to face).
• Supporting with operations and procedures promoting company culture, vision, performance, sanctioning loans and delivering growth on the loan book.

Key responsibilities

• Assisting the Member Operations Manager with the training, development, and performance management of the Lending team. This includes completing 121’s and development reviews.
• Deputise for the Member Operations Manager in their absence.
• First point of reference for the teams, actively leading within the office environment as well as remotely. Visibility and availability to the team is vital within this role.
• Planning and organising cover of the team, this includes organising work rotas, holiday cover, training schedules.
• Supporting in the achievement of business growth targets that apply to the role (Loan Value, Loan Turnaround).
• Ensure that loans are processed in an efficient and cost-effective manner.
• Assist with embedding the assessment process in line with lending policies, proposing changes to policy or procedure, whilst ensuring that procedures across the team are kept up to date and adhered to.
• Support with appeals and identify any potential development areas for colleagues, assessing root cause and putting in relevant actions to achieve an improvement in this area.
• Actively identifying and implementing improvements to ways of working, processes and systems to enhance efficiency, simplify tasks and improve member and people experience.
• Coordinate and manage any complaints made to No1 CopperPot Credit Union in line with regulatory guidelines and policy requirements, reporting to the Member Operations Manager.
• Ensure paperwork and information recorded is compliant and meets the regulatory requirements.
• Ensuring members are dealt with in a fair and reasonable manner always maintaining an excellent level of service.

What we need from you

As a Team Leader, you will be aware of the strategic business targets and must work within the risk appetites and lending parameters set by the Directors and the Board. You must provide the team with clear direction in line with strategy and need to keep up to date on all legislation and regulation which may impact the business. This role requires someone with patience, organisational ability and excellent customer service skills.

Skills required

• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and with the membership.
• Negotiating skills are key along with the ability to handle complex situations with an element of sensitive understanding.

Key competencies for all roles

• Consistently delivers outstanding customer service in alignment with the Credit Union’s values, mission, and purpose.
• Fosters an inclusive culture and provides clear evidence of ongoing support and impact for Diversity, Equity, and Inclusion (DE&I).
• Ensures all members are treated fairly and reasonably, always upholding a high standard of service.

Employee benefits

• Working hours are Monday to Friday, between 8:00 am and 5:00 pm.
• We’re currently operating with a hybrid working approach, with staff working from home three days per week and at the office two days per week.
• 21 days annual leave entitlement pro rata, increasing by 1 day each year, capped at 26 days.
• In addition, we give all our staff a day off on their birthday.
• Sovereign Healthcare and Death in Service cover provided.
• Three days of volunteering allowed per year in like-minded organisations.
• Opportunity to learn and develop your skills through internal and external training.
• You’ll have the option of joining our discounted group insurance scheme.
• Finally, you will be a valuable asset to the organisation and you can make a difference.