At YBS, we’re here to do what’s right. Not just for our members who use our savings and mortgage products. But for our communities, our society, and our world. And it all begins with our people.
We’ve created the kind of workplace where you can make a difference. It’s somewhere you can put purpose ahead of profit. Where you can balance commerciality with conscience. Where you can focus on growing, developing, learning, and progressing. Where you can be your best.
And where you can do the right thing - for you, your career, and your future.
About the role
As a Admin Team Leader in Mortgage Payment Support, you will be at the forefront of customer outcome delivery from pre-arrears through to recoveries across residential and buy-to-let mortgages.
The role will involve overseeing a number of administrative work streams implementing best practices and ensuring compliance within industry regulations. As the Team Leader of up to 9 administrators, you will work closely with senior stakeholders and internal teams to enhance service delivery and streamline processes whilst maintaining high standards of accuracy and efficiency.
You will lead your team through cultural change and process transformation as well as creating an environment of continuous improvement, so we can enhance our colleague and customer experience.
About you
It is desirable for you to have existing experience of managing a team within an inbound/outbound contact centre environment within the Financial Services Industry. Ideally, you will have current working knowledge of the Collections, Litigation, and Possessions processes within a Mortgage Arrears background.
This will be coupled with:
* Proven track record in leading, motivating, and developing staff within a customer-focused environment in deliverance of good customer outcomes.
* Detailed working knowledge of Collections and Recoveries and the associated regulatory framework.
* Proven experience of identifying and delivering continuous improvements.
* A balanced and measured approach to managing conflicting priorities.
* Experience of leading an admin team.
* Excellent knowledge of telephony inbound servicing, complaints, and vulnerable customer treatment.
* An excellent coach with a genuine passion for developing others and yourself.
* Personal presence, good presentation skills, and a confident communicator at all levels.
About us
At YBS we don’t have shareholders; we have members. We care about people, and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
Development
We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity
We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.
About our Benefits
We offer lots of fantastic rewards that you can make the most of in and out of work, including:
* Holiday: You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
* Bonus: At YBS we work collaboratively and share in our success together, so when we reach our goals, we’re all rewarded with an on-target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum of 15%).
* Pension: We know how important it is to save towards the future, that’s why we’ll contribute up to 11% into your YBS pension.
* Healthcare: Health and wellbeing are an important part of life at YBS; when you join us, you’ll have access to a range of health benefits to suit your life including private medical insurance, dental, and healthcare plans.
* My Benefits: When you join YBS, you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality, and health discounts.
Ready to apply?
If you’re excited about this role and want to be part of the YBS team, click apply now to send us your application.
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