Primary Servicing Team Leader - Sheffield (Westfield House)

Reporting to:

Head of Mortgage Servicing

Working hours:

40 hours per week, between 8.30am & 8.30pm on weekdays, 9.00am & 3.00pm on Saturdays.

Job Overview:

Reporting to the Head of Mortgage Servicing, the Primary Servicing Team Leader will use their knowledge and experience to efficiently deliver all Primary Servicing tasks to a high quality, whilst ensuring fair customer outcomes are achieved.

Core responsibilities

  • Oversee the completion of all primary servicing tasks (e.g. welcome letters, interest rate changes, redemptions).
  • Manage the Primary Servicing team to meet/exceed set standards through achieving agreed performance objectives and key performance indicators.
  • Ensure the inbound telephone line is appropriately staffed to maintain a high level of customer service and post & emails are appropriately responded to.
  • Undertake Quality Control activity to ensure all work is completed to a high standard and in compliance with all relevant legal, regulatory and internal policy & procedure requirements.
  • Lead the review and improvement of existing procedures, written correspondence and system solutions
  • Liaise with and oversee the performance of our third party service providers, including acting as a mandated decision maker and performing quality reviews.
  • Manage vulnerable customers in line with company policy.
  • Resolve complex enquiries personally.
  • Ensure accurate and complete customer records are maintained, including detailed rationale to support decision making and outside mandate approvals.
  • Support and mentor less experienced colleagues.
  • Work in partnership with other departments in Bluestone to meet business objectives.
  • Manage vulnerable customers in line with company policy.
  • Resolve complex enquiries personally.
  • Adhere at all times to the principles of Treating Customers Fairly.
  • Working in line with Company and legislative requirements in Health, Safely & Welfare for both self and others

Skills & Requirements

  • Demonstrable experience of key Primary mortgage servicing processes (such as loan redemptions, interest rate changes/payment recalculation, change of payment date, ground rent arrears and title registration).
  • Great organisational and administrative skills with a proven ability to prioritise tasks and maintain service levels.
  • Strong leadership and people skills.
  • Strong communication skills (written and oral).
  • MS Office and/or Google experience.
  • Understanding of DPA/GDPR principles.
  • Adaptability and flexibility.
  • Able to work to tight deadlines.
  • Team player.
Job offers at Bluestone are subject to satisfactory background checks. Please disclose any adverse history relating to credit or criminal checks when applying for any role.
For Conduct Roles
  • Ongoing compliance with the Individual Conduct rules contained within Chapter 2 of the FCA’s Code of Conduct Handbook.

For more information please email People and Places Team

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The Sheffield (Westfield House) Office

Benefits and Rewards

Access to an Employee Assistance Programme

Annual leave purchase scheme (up to 5 days)

Cycle to work scheme

Free fruit, tea and coffee, all day, every day

Membership of an employee share scheme

Performance related bonuses

A salary sacrifice pension scheme

25 days annual leave

Critical illness cover

Life Assurance

Income Protection Policy

Regular, fully-funded, social activities

Season ticket loans for travel

Study support

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