Job Description

Head of Mortgage Services

Full time, Permanent

Up to 60k per annum

Hybrid working

Overview

We are seeking a dynamic and results-driven

Head of Mortgage Services

to assist our mortgage divisions in delivering exceptional service and achieving ambitious performance targets. The role focuses on driving conversion rates from the current 13% to 20% within 12-18 months by overseeing team performance, optimising processes, and ensuring adherence to regulatory and service standards in the UK mortgage market. You will monitor key metrics, coach advisors, mentor team leads (TLs) and identify bottlenecks to enhance efficiency and client outcomes.

Key Responsibilities

Performance Monitoring and Reporting

Track individual and team metrics, including call volume, time on calls, missed calls and conversion rates (leads to completions, targeting 20% from 13%). Analyse stage-specific conversion metrics (lead to application, application to completion) to identify improvement areas. Generate actionable reports for senior management using CRM tools, highlighting trends, bottlenecks, and progress toward KPIs. Implement lead scoring systems to prioritise high-potential leads and improve conversion efficiency.

Call and Quality Management

Oversee call quality monitoring, ensuring average call scores exceed 4/5 and key "moments" (e.g., Asking for Business, Data Protection) are included. Ensure factfinds are completed to 95%, directly supporting higher application approval rates . Conduct regular call reviews to provide feedback and improve client interaction quality.

SLA and Process Optimisation

Monitor and enforce Service Level Agreements (SLAs), including lead response time, case pickup, and time-to-key milestones (quotes, applications, instructions, completions). Identify and escalate bottlenecks in workflows, proposing process improvements to challenge inefficiencies and boost conversions. Validate process adherence to determine if issues stem from process flaws or individual performance, escalating as needed. Propose process amendments for opportunities to change or improve workflows, submitting recommendations to KC & TB for approval before implementation. Track appointment availability and optimise scheduling to maximise client engagement.

Team Leadership and Development

Support and mentor 7 x Team Leads (TLs) to enhance their day-to-day management of team members, including coaching techniques and performance oversight. Escalate poor performance or complex cases to key contacts (KC or TB) or team leads for resolution, ensuring 80% team adherence to performance plans. Provide feedback to QA (Business, not compliance QA), TLs, and Management on operational insights, quality trends, and improvement opportunities. Foster a culture of accountability, motivation, and compliance with UK regulatory standards (e.g., FCA guidelines).

Conversion and Revenue Focus

Monitor revenue per completion and prioritise high-value product types to maximise profitability and ensure minimum profitability requirements are met. Use lender and product-specific conversion data to guide team strategy and training.

Compliance and Customer Experience

Ensure team adherence to FCA regulations and internal compliance standards during factfinding, application, and client interactions. Maintain a post-completion Net Promoter Score (NPS) above 70 to support referrals and client retention. Implement training to enhance empathy and client communication, reducing drop-offs and complaints.

Strategic and Change Management

Develop and execute a conversion improvement plan, aligning team goals with business objectives. Lead process changes, ensuring team buy-in and minimal disruption to service delivery. Collaborate with stakeholders (e.g., lenders, compliance teams) to resolve escalated cases and maintain service excellence.

Required Skills and Qualifications

Experience

: 3+ years in a mortgage or financial services role, with at least 1-2 years in a supervisory or management capacity. Proven track record of improving team performance metrics, ideally in conversion or sales outcomes.

Technical Skills

: Proficiency in CRM systems (e.g., Salesforce, mortgage-specific platforms) and telephony tools for performance tracking. Strong data analysis skills (e.g., Excel, BI tools) to interpret metrics and generate insights, including lead scoring models.

Soft Skills

: Exceptional leadership, coaching, and communication skills to motivate and develop a team, including mentoring TLs. Strong problem-solving and change management abilities to address bottlenecks, validate process adherence, and propose amendments. Customer-focused mindset with a commitment to regulatory compliance and client satisfaction.

Knowledge

: In-depth understanding of the UK mortgage market, including FCA regulations and lender requirements. Familiarity with KPIs, SLAs, and performance management frameworks in a sales-driven environment.

Desirable

: CeMAP or equivalent mortgage qualification. Experience with process optimisation or Lean methodologies.

Working Conditions

Standard office hours with flexibility for team oversight and client demands. Hybrid or remote work options available, depending on location and business needs. Regular interaction with advisors, senior management, and external stakeholders (e.g., lenders).

Why Join Us?

Opportunity to lead a high-performing KPI in a competitive and growing mortgage market. Drive meaningful improvements in conversion rates and client outcomes. Work in a supportive environment with access to advanced CRM tools and data-driven insights.
Job Types: Full-time, Permanent

Pay: 50,000.00-60,000.00 per year

Benefits:

Casual dress Company events
Work Location: Hybrid remote in Tamworth B78 3HL