Head of Mortgage Servicing

Overview

Hours: 35 hours per week
Closing Date: Fri, 24 Oct 2025
We’re on a mission to help more people into homes — and we’re looking for a strategic, customer-focused leader to join our team as Head of Mortgage Servicing. You’ll provide strategic leadership and own operational delivery of our post completion mortgage services end to end, including our contact centre, customer account management, arrears handling and account closures. This is a pivotal leadership role where you’ll foster a unified culture of excellence and continuous improvement that supports a consistent, high-quality customer experience and aligns with and enables our Homes Financing ambitions. We’re looking for someone with a proven track record of leading operational teams and delivering service transformation in the UK mortgage market. You’ll have led and developed high-performing, multi-disciplinary teams, and be a strategically minded and pragmatic problem solver with strong leadership, coaching, and change management capability.

What you’ll be doing

As Head of Mortgage Servicing, you’ll develop and implement the mortgage servicing strategy which enables our broader lending and customer service objectives. The strategy will deliver excellent customer outcomes and drive continued operational effectiveness across the end-to-end customer lifecycle whilst ensuring UK regulatory standards are met.

• Lead transformation initiatives to enhance digital servicing capabilities, customer journeys, and operational resilience.
• Act as a senior subject matter expert on servicing trends, regulatory developments, and market best practice.
• Oversee the end-to-end mortgage servicing operation, including account maintenance, payment processing, customer service, arrears management, and redemptions.
• Maintain strong oversight of conduct risk, operational risk, and third-party servicing arrangements and lead on regulatory engagement, audits, and the implementation of new regulatory requirements.
• Lead, coach, and develop a high-performing team of servicing professionals and managers and foster a culture of accountability, inclusion, and continuous improvement.
• Champion employee engagement and talent development across the function.
• Collaborate with internal stakeholders including Risk, Compliance, Legal, Technology, and Product to ensure seamless servicing delivery.
• Manage relationships with external partners such as third-party administrators, technology providers, and outsourcers.

What we need from you

• Significant experience in mortgage servicing or operations leadership within a UK-regulated financial services organisation.
• Strong understanding of UK mortgage regulation, including FCA Handbook (MCOB), Consumer Duty, and arrears handling requirements.
• Experience with servicing platforms and digital servicing tools is highly desirable.
• Strong stakeholder management skills with the ability to influence, challenge, and build trusted relationships at all levels.
• Skilled in identifying and implementing process improvements to drive service quality.

Who are we?

Not just another building society. Not just another job. We\\\’re the fourth biggest building society in the UK and what makes us a bit different is that we\\\’re a mutual organisation. We don\\\’t have shareholders; we\\\’re owned by our members. Our colleagues say Skipton\\\’s a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do. Whatever your background, and whatever your goals, we\\\’ll help you take the next step towards a better future.

What’s in it for you?

Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space. We have a range of other benefits available to you including; Annual discretionary bonus scheme, 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days, Holiday trading scheme allowing the ability to buy and sell additional annual leave days, Matching employer pension contribution (up to 10% per annum), Colleague mortgage (conditions apply), Salary sacrifice scheme for hybrid & electric car, A commitment to training and development, Private medical insurance for all our colleagues, 3 paid volunteering days per annum, 11 Diverse and inclusive colleague networks available for you to join, We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership.

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