Mortgage Arrears Team Leader

Hours: 35 hours per week, Monday to Friday, occasional shift cover may be required to support the team. This role offers hybrid working with a minimum Head Office requirement of 3 days per week, in Skipton North Yorkshire.

Salary: £55,000 Per Annum. The salary for this role is circa £55,000 PA depending on skills and experience.

Big things are happening in our Homes Business – we’re leading the way in helping more people into homes – and we’d love for you to be part of it. Right now is a pivotal time to join us; we’re creating innovative products, delivering standout services and fostering a culture of customer obsession. Meaning we’re growing our Credit Management Team and are looking for a Team Leader to guide colleagues ensuring our members receive the support they need during life’s more challenging moments.

You’ll be leading the team to ensure the Society’s arrears, possessions and debt recovery books are effectively managed with appropriate policies and processes that aim to mitigate risks and improve the service to customers. If you have experience in a similar role, are passionate about helping our members, and want to drive performance while joining an organisation with a strong purpose – then we’d love to hear from you.

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.

You’ll be joining Credit Management, consisting of four Credit Management Teams, each made up of level 1 and 2 Advisers, Senior Consultants, and Team Leaders. Together we work to fully understand customers’ circumstances, identify the support we can offer, and deliver the best possible outcomes. Collaboration is key – we work closely with other areas of the Homes business, the wider Society, and external stakeholders such as field agents and solicitors.

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.

• 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
• Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
• 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

What Will You Be Doing? As a leader within the Credit Management team, you’ll lead from the front – motivating, inspiring, and engaging your team to deliver high performance and exceptional customer outcomes. You’ll be instrumental in driving quality, coaching and developing individuals, and ensuring robust credit management processes that protect the Society and support members.

• Embedding a culture of quality by working closely with the Homes QA Team, ensuring frameworks are adhered to and performance is monitored
• Maintaining appropriate succession plans to ensure the Society’s ability to meet customer needs and demands
• Ensuring all policies and processes comply with legislation and regulatory requirements, and training/development plans are reflective of this
• Effectively managing customers in arrears or facing payment challenges, taking individual circumstances into account and offering appropriate temporary arrangements
• Overseeing the disposal of properties in possession, ensuring recovery of mortgage losses following sale

What Do We Need From You? You’ll bring strong expertise in arrears and litigation and a passion for leading people to deliver exceptional results. You’ll combine technical knowledge with leadership skills to inspire your team, drive performance, and ensure compliance with regulatory standards.

We’re looking for someone who has:

• Significant experience in credit management and a deep understanding of processes and best practices
• Up to date knowledge of the financial service industry and mortgage regulations
• Experience leading high performing customer-facing teams, motivating and engaging to achieve successful outcomes through effective coaching, training and feedback
• A proven record of achieving results and meeting performance targets
• The ability to interpret technical regulations and assess their impact on the team and its processes
• The ability to analyse MI, identify trends and patterns and report back on these
• Experience managing relationships with key stakeholders, with strong communication and influencing skills
• The ability to drive change initiatives and support continuous improvement
• Strong embodiment of our behaviours framework of curiosity, collaboration, bravery, and accountability – and the ability to instil these behaviours within the team