Address
Form of workWhen we started Kensington we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years later, we're the UK's leading specialist mortgage lender still blazing a trail offering people the chance to get a mortgage.
Where high street lenders see black and white, we've always used our expertise and manual underwriting capability to see the shades in between. In a market where changing lifestyles mean more people are falling outside the traditional mortgage criteria, it's an approach that can make a real difference to people who want to own a property.
It's what we call the Kensington Difference.
Kensington Mortgage Company is a wholly owned subsidiary of Barclays Bank UK PLC from 1 March 2023, and the principal activity of the Company is the origination and servicing of mortgage assets. The Company is authorised by the Financial Conduct Authority for regulated activities.
Overall Purpose of Role
To manage teams effectively and ensure that a consistent level of service is provided to our clients and customers. Responsible for balancing resource levels in order to maintain work within service level agreements and implement strategic change to achieve operational excellence.
The Complaints team looks to resolve all incoming complaints for the business. This includes complaints about the application process, the servicing of a mortgage account or complaints about historic issues. Complaints are received by post, email and telephone. We endeavour to resolve telephone complaints at first point of contact where possible and where this isn't possible they will escalate to the Complaints team.
Key Accountabilities- Effectively manage and lead the team to ensure that all work is delivered in line with service level agreements.
- Develop and implement plans to ensure that a high quality and consistent standard of service is achieved against key performance indicators and in line with business objectives.
- Actively manage individual and team performance to include, absence management, regular one to one meetings, performance reviews, disciplinary management and providing regular feedback to team members.
- Train, coach and develop team members and Team Managers as required to maximise competence, potential and performance whilst supporting succession planning.
- Ensure the team are aware of all relevant business related communications covering corporate and local updates.
- Actively promote a culture that delivers high performance, motivation and engagement through effective leadership.
- Client relationship management including participation in operational review meetings.
- Identify and resolve risk incidents and manage relevant risk controls in line with company policy
- Review departmental policies and process in order to identify, manage and mitigate risk and implement improvements and efficiencies.
- Lead, manage and implement new initiatives and change within the operation to deliver operational improvements and/or efficiencies.
- Experience and knowledge of working in the Financial Services industry or a regulatory environment (essential).
- Experience of managing in a front or back office operation.
- Experience of working in a target driven environment centred on customer delivery.
- A good understanding of Microsoft office applications.
- Analytical with the ability to manage key performance indicators (KPI's) that drive maximum productivity, quality and service.
- Effective motivational, coaching and mentoring skills.
- Experience managing multiple stakeholders
- Able to implement tactical plans to deliver strategic objectives in a timely manner.
- Effective communication (both oral and written) and influencing skills.
Kensington Mortgages is a great place to work. We recognise the difference it makes to our business when people challenge themselves and take advantage of the development opportunities available so we try and support everyone however we can.
We also recognise the fact that people seek work life balance and continuously develop our benefits offering to create an inclusive and supportive culture where differences that exist between us all are recognised, understood and valued.
If you want to make a Difference, apply now.
