* Working Hours: Standard (09:00am-17:30pm)
* Department: Collections
* Office or Field Based: Office Based (Cheadle, SK8 3GW)
* Contract type: Permanent
Company Description
We’re Together. For over 50 years, we’ve helped thousands of people, businesses, and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans.
We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 750 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.
Job Description
As a Litigation Team Leader, you will lead the Recoveries team to case manage accounts in later arrears, who are being considered for and progressing through the litigation process. You will support the team to respond effectively to customer and third-party enquiries; delivering the right solutions whilst meeting all expected performance and quality targets.
As a Litigation Team Leader, we are looking for someone to:
* Manage a small team of recoveries colleagues to deliver good customer outcomes whilst meeting all agreed SLAs.
* Continuously review and refine processes, efficiencies, and ways of working to drive constant improvement.
* Support colleagues who are managing complex cases and handling potentially challenging customer interactions.
* Monitor operational KPIs to understand and implement performance improvements.
* Conduct regular 1:1s, team meetings, and catch-ups to maintain alignment and support team growth whilst setting colleague objectives aligned with business strategies and targets.
* Deal with escalated customer enquiries where appropriate and escalate onward where necessary to highlight potential incidents and help mitigate future risk.
Qualifications
* Previous experience of managing good customer outcomes.
* Experience of having led customer recoveries teams.
* Strong people management skills, with the ability to coach individuals to achieve high performance standards while delivering good customer outcomes.
* Ability to drive process improvements and efficiency through identifying optimization opportunities and supporting business change.
* Experience of working in a strong control environment and understanding risks within your area of responsibility.
If you feel you have some of the skills mentioned above, but not all, please do still apply and we would be happy to have a further discussion with you regarding your suitability for the role.
Additional Information
Together embraces diversity and inclusion, and are proud to be an equal opportunity workplace. Not only do we welcome difference – we celebrate it, support it, and really value our colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.
If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.
Please note that all successful applicants will undergo relevant employment reference, financial, and criminal record checks.
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