Main Purpose of the Role: Understand and proactively manage departmental KPIs, working to achieve the expectations set by the Underwriting Manager. Lead, motivate, and develop the team to make informed, fair, and responsible lending decisions, ensuring good customer outcomes remain at the heart of every interaction. Foster a positive, high-performing culture that promotes accountability, collaboration, continuous improvement, and a customer-first mindset, whilst supporting the achievement of departmental objectives and business goals.
Salary:Competitive
Benefits
- Working within a newly refurbished dedicated office space with onsite employee gym.
- On site parking
- Private Medical Insurance
- Central Line Train station within one-minute walk with quick access to Central London.
- Close road links to M11/M25/A406/A12 and London
- Breakout space including games tables/machines
- Social events
- Pension Scheme
- Healthshield (health cash back scheme and counselling services).
- 28 days annual leave, incl. Bank Holidays, per annum, with an additional day per year of service (capped at 33 days)
- Eye Test / Glasses reimbursement scheme.
- Various team and personal reward incentives
- Referral programme
Main Duties and Responsibilities for Applications Administrator
- Responsible for cultivating and leading a positive team culture, ensuring high levels of engagement, collaboration, inclusion, and accountability, while supporting employee development and driving excellent business and customer outcomes
- Support the team in delivering good customers outcomes by developing their understanding on how good outcomes can be achieved
- Use your knowledge and experience to develop and assist your team in their daily tasks, guiding and supporting them to be the best they can be
- Ensure each member of the team is fully aware of what is expected of them and given the tools to achieve this
- Lead by example and manage the team in a professional manner. This includes proactively managing any employee-related issues and proactively dealing with any issues that may arise
- Keep the team motivated to perform at the highest level. This includes setting incentives (in-line with Compliance guidelines) and arranging team building activities
- Ensure your team are adhering to the Responsible Lending Policy and Procedure and all other relevant policies and procedures
- Demonstrate a commitment to regulatory compliance by consistently adhering to FCA, Data Protection, and other applicable legal requirements, while following established company policies, procedures, and best practice standards.
- Each member of the team to be met with on a monthly basis (The Underwriting Manager to join quarterly) to discuss achievements, areas of improvements and aims for the coming month. A summary of these meetings will be required to be written up and added to the relevant employee’s file
- Ensure your team work together effectively so that the customer receives an efficient service each time they contact Mr Lender
- Communicate with the team, around any changes or important information
- Work with the QA and Compliance Team leader, to go through your teams feedback from the previous week and discuss trends and mitigation (Trends and mitigation to be summarised to the Underwriting manager)
- Proactively come up with ideas to improve overall customer outcomes, customer journey and the efficiency of the team
- Action requests, where necessary, on behalf of the team to provide customers with final outcomes
- Report on your teams KPI’s, ensuring any under performance is considered and support and training is given which is monitored, in line with process
- Collate and circulate the end of day stats, providing an update on your team’s performance for the day and month to date
This is a summary of the role and the employee is expected to undertake additional ad-hoc duties
Person Specification /Skills/Education and Attributes:
Essential:
- Experience of at least 3 years, managing a team within a call centre environment
Highly desirable:
- GCSE grade C or above in English and Maths is essential
- Excellent communication at all levels
- Strong written and verbal communication including the ability to influence decisions
- A personable approach
- Good listening skills
- Accurate attention to detail
- Good time management - ability to organise/manage own workload and meet strict deadlines
- Ability to advise/support/coach/develop your team
- Ability to motivate yourself and others
- Excellent customer service - ability to provide solutions
- A good knowledge of computers and MS Office software, particularly Excel for reporting purposes
- You must act with integrity
- You must act with due care, skill and diligence
- You must be open and cooperative with the FCA, the PRA and other regulators
- You must pay due regard to the interests of customers and treat them fairly
- You must observe proper standards of market conduct
Job Type: Full-time
Education:
- GCSE or equivalent (required)
Experience:
- People Management : 3 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
