Job Title: Team Leader Intermediary Success
Salary: Competitive
Location: Croydon (Hybrid)
Job Type: Full-Time/Permanent
Mortgage Brain is an award-winning business whose offering provides comprehensive technology and data solutions for financial advisers, mortgage lenders, and associated business partners, covering the complete, end-to-end home ownership process.
With offices in multiple locations across the UK and employing over 100 people the group has undergone a successful transformation journey that has involved developing a new suite of modern Software-as-a-Service (SaaS) products.
2025 will see the migration of existing customers onto the new SaaS products and continued growth following the formal launch of these new products to the UK financial services market.
Purpose of role:
The Team Leader Intermediary Success will lead a small team of Intermediary Success Executives. This is a hands-on role where the Team Leader will lead by example supporting our intermediary customers as well as supporting the team with inbound and outbound customer interactions.
As direct line manager of the team, the Team Leader will set clear objectives, conduct regular individual and team performance reviews, and guide the team's development including timely and relevant training.
The Team Leader will ensure that all system releases and key messages are cascaded throughout the team, will be the day-to-day escalation point for the team to raise any issues and will ensure issues are communicated through the appropriate channels within the business.
With the goal to ensure that the business is continually learning from customer interactions to enhance the user experience, the Team Leader will work closely with the Sales & Marketing Director, Head of Marketing and Intermediary Sales Director (and their respective teams) to analyse customer engagement data, identify key system usage trends and support the on-going creation and refinement of customer facing collateral.
Key Responsibilities
· Support customers in their use of our systems
· Support the team on a day-to-day basis
· Oversee and measure team and individual performance
· Conduct regular individual performance reviews with each team member
· Create training and development plans across the team and individuals
· Act as a primary escalation point for customer complaints and escalate as appropriate within the business
· Communicate upcoming system releases and key changes that may impact customers to the team, ensuring timely and effective dissemination of information
· Assist in reviewing customer journeys and messaging to optimise engagement
· Provide monthly data reports to the Sales and Marketing Director
· Attend relevant departmental meetings and cascade key messages to the team
· Manage team capacity to cater for holidays and sickness
Benefits:
Flexibility
* Flexible hybrid working - split your time between the office and home working.
* Buy holiday scheme - flexible holidays that fit your lifestyle.
* Summer Fridays - start your weekend early during summer months with our new trial initiative.
Remuneration
· Competitive salary- we value our workforce.
· Discretionary bonus - top up your annual salary with a discretionary annual bonus.
· Company pension scheme- we contribute 5% to your pension (2% above the statutory requirement).
· Income protection scheme - help when you need it if you're ill or injured.
· Life assurance scheme - if the worst happens, you're covered.
Health & Wellbeing
· Employee Wellbeing Programme- a range of initiatives to support colleagues.
· Employee Assistance Programme - help for you and your family with a range of personal and work-related concerns.
· Cycle to work scheme- cycle to work and have the chance to buy a bike up the value of £1,000 on a salary sacrifice basis.
Every day benefits
· Further your career - with on-the-job learning and knowledge sharing.
· Work hard, play hard - we enjoy regular social activities.
Key Requirements
* Must have recent experience dealing with customers via telephone
* Must have good communication skills
* Must have a "can do" attitude and evidence of being part of a team
* Must have used Microsoft dynamics
* Ideally have a good understanding of live chat systems such as Intercom
* Ideally have a good understanding of the Intermediary Mortgage Market and the role of the Intermediary.
* Ideally have previous management/team leader experience
If you're interested in the role and would like to put yourself forward, please hit APPLY.
As an equal opportunities' employer, Mortgage Brain is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Mortgage Brain.
Candidates with experience of; Customer Success Manager, Key Account Manager, Customer Service Manager, Team Leader, Sales Team Leader, Mortgage Team Leader, Customer Support Team Leader, Client Service Manager, Head of Client Support may also be considered for this role