The Financial Support Team are here to support our customers whenever they are experiencing financial difficulties. We focus on delivering good, tailored outcomes for customers who are struggling with their mortgage payments. We have a passion for doing the right thing for customers and ensuring that we fulfil all of our obligations.

The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market.

Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of funding is provided by sophisticated securitisation platforms. OSB’s unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia.

Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment.  Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work.  This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme. 

In this role, you will lead and manage a team of specially trained Financial Support Team Consultants in a contact centre environment. You will undertake all aspects of supporting customers experiencing financial difficulties impacting their ability to maintain their mortgage payments.

Providing clear direction to the team, inspiring, developing and coaching them to meet and exceed targets as well as ensuring management of assets in line with regulation, policy, procedure, service levels and in keeping with the principals of Consumer Duty.

Your responsibilities will include:

• Ensuring all staff are managed, trained, appraised and developed, setting appropriate performance objectives and reviewing these objectives in line with the performance management process
• Being a role model and leading the team to manage operational risks within the department, efficiently and effectively support our customers experiencing difficulties to maintain their mortgage payments
• Ensuring that key mortgage arrears life cycle events are effectively monitored and managed, whilst suitable strategies are considered
• Making mandated decisions on referrals and next steps where forbearance options can be considered or where cases are to be progressed to Litigation and Repossession or cancelled
• Ensuring that shortfall and professional negligence claims are effectively commenced and managed
• Reporting on key performance and operational issues, making recommendations for improvement
• Assisting with the management of complaint resolution by taking escalated calls, coaching and supporting the team to resolve complaints on the spot

The hours of work will be 35 hours per week with differing working patterns between 0800 – 1800 hours

We offer a base salary dependent on experience of between £38,000 - £42,000 and a competitive benefits package including:

• Discretionary annual bonus opportunity of up to 15%
• 28 days annual leave plus bank holidays
• Contributory pension (8% employer 5% employee)
• Life Assurance (4x salary) plus Group Income Protection
• Access to Private Medical Insurance and Medical Cash Plan
• Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme

We are looking for talented individuals who have the experience and knowledge set out below:

• Previous line management in a financial support or collections environment within Financial Services
• Strong leadership and management skills to motivate a team to deliver good customer outcomes in a busy contact centre
• Knowledge of the end to end arrears strategy for secured mortgages and loans
• Robust knowledge of the technical aspect of arrears based litigation
• Knowledge of the of professional negligence and shortfall management processes

We also believe that your career and how you progress is as unique as your individual personality. We continually support our people so they can become the best version of themselves.

If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply.

Alternatively, if you wish to have an informal and confidential chat please get in touch. Contact details can be found on our careers page.

If shortlisted from your initial application we operate a personalised recruitment process. Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you!

OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally.  We embrace equal opportunities and are opposed to discrimination on any grounds.

As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. We don’t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress. 

Whilst we are an organisation that values face-to-face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5.  Flexible-working opportunities are important for establishing a healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work.

All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.