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Form of work
SalaryAre you ready for a role where you can make a difference for colleagues and customers?
If so, a Team Leader role within our Mortgage, Collections & Recoveries team will provide you with the chance to do just that.
About the role
As Team Leader in Mortgage Collections, you will be at the forefront of customer outcome delivery from pre-arrears through to recoveries across residential, commercial and buy to let mortgages within a Mortgage Collections and Recoveries team.
A key element of the role will be coaching and developing talent within your team to drive performance and empower colleagues to be the best they can be. You engage and empower teams to deliver against regulatory conduct rules, Group risk appetite and best practice and most critically, to deliver fair and effective customer outcomes.
You will be to lead your teams through cultural change and process transformation as well as creating an environment of continuous improvement, so we can enhance our colleague and customer experience.
What is important is that you have proven experience managing a team within an inbound/outbound contact centre environment within the Financial Services Industry. You will need to have strong knowledge of the collections process.
About you
You’ll have extensive experience in leading and developing customer focused teams to deliver fair customer outcomes. This will be coupled with;
- Proven track record in leading, motivating and developing staff
- 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 teams through change
- 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.
Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you.
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. We work together to reach for better at YBS, so when we reach our goals we’re all rewarded, with up to a 10% annual bonus.
- Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 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.
