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Collections Team Leader - Specialist Mortgage Lending - Up to £36k DOE

Posted: 27/03/25
Recruiter:Integro Partners
Reference:2920298808
Type:Permanent
Salary:£32,000 - £37,000 Annual Up to £36k DOE
Location:Wilmslow, Cheshire
Description: Job Title: Customer Account Team Leader
Location: South Manchester, UK (Conveniently located near train station)
Working Hours: Monday to Friday, 09:00 - 17:30 (37.5 hours per week)
Salary: Competitive salary, plus discretionary annual bonus

About Us We provide bridging finance solutions for residential, semi-commercial, and commercial properties. Our approach is highly personalized, looking at each case on its individual merits to ensure we meet our clients specific financial needs. As a fast-growing business, we are expanding into a nationwide bridging finance provider, with a goal to grow our loan book to £250m and lend £25m per month on average to investors, brokers, and property companies across the UK.

Our Vision Our commitment to people, values, and relationships is at the heart of everything we do. This culture is central to our growth and will enable us to disrupt the industry as we continue to expand.

Role Overview We are looking for a Customer Account Team Leader to lead our team in delivering exceptional customer experiences throughout the lifecycle of their loans. You will oversee your team's efforts to ensure we deliver positive outcomes for our customers, even in challenging circumstances. Your leadership will be key to ensuring that both straightforward cases and more complex issues are managed effectively.
Key Responsibilities:
  • Leadership & Team Management: Lead, support, and develop your team to achieve the best possible outcomes for our customers. Conduct regular 1-1s with team members to provide guidance and ensure performance standards are met.
  • Customer Focus: Ensure your team delivers high-quality customer service by helping clients navigate the loan lifecycle, particularly during difficult or complex situations.
  • Account Management: Oversee the management of customer accounts, ensuring efficient resolution of problems and adherence to company policies.
  • Strategic Decision-Making: Guide your team to proactively recommend solutions for problem loans, ensuring that each decision aligns with the best interests of the business and the customer.
  • Process Knowledge: Gain a comprehensive understanding of the receivership and litigation processes, ensuring your team can manage these situations effectively.
  • Collaboration: Build and maintain strong working relationships with internal teams, third-party suppliers, and other key stakeholders.
  • Reporting & Analysis: Produce management information (MI) to support decision-making, track team progress, and ensure business objectives are met.
Skills & Experience: We are seeking a strong, customer-focused leader with the following qualifications:
  • Required:
    • Experience in property or collections is advantageous but not essential.
    • Strong IT proficiency.
    • GCSE-level qualifications in English and Maths.
  • Preferred:
    • Leadership or team management experience.
    • Ability to motivate and develop a team while maintaining high performance standards.
    • Commercial acumen and a strong understanding of what s best for both the business and the customer.
    • Excellent communication skills, with the ability to engage with internal teams, clients, and third-party suppliers.
    • Empathy and a customer-first mindset, with a focus on delivering solutions rather than just sympathy.
    • Ability to think critically and proactively solve problems.
Key Milestones: Within 3 Months:
  • Complete your induction and demonstrate an understanding of our services and operational processes.
  • Introduce yourself to every customer in your portfolio, establishing rapport and trust.
  • Categorize customer accounts as per our internal contact strategy.
  • Build relationships with third-party suppliers and internal teams.
  • Conduct regular 1-1s with your team and track their progress.
  • Produce management information (MI) to support decision-making.
Within 12 Months:
  • Develop a thorough understanding of the receivership process and how to manage it from start to finish.
  • Gain a deep understanding of the litigation process and manage it effectively.
  • Proactively recommend actionable solutions for problem loans and gain approval from your manager.
Employee Benefits:
  • 24 days of annual leave plus bank holidays (increasing to 25 days after 1 year of service).
  • Birthday day off and "Give Back" day for key life moments such as school drop-offs or nativity plays.
  • Close proximity to a train station for easy commuting.
  • 24/7 colleague assistance helpline.
  • Health cash plan for health-related expenses.
  • Team social events and company trips.

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