Lending Team Leader

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Role overview

Reports to: Member Operations Manager

Salary starting from: £29,802

Hours: Full time

Location: Cheadle Royal Business Park / Hybrid /Agile Working

Key Relationships: Management Team, Colleagues and Members.

Who we are

As a member-owned organisation, we are dedicated to serving the Police community with a personal touch. Our mission is to make saving easy, offer affordable loans, and assist our members in buying or remortgaging their homes. When you join our team, you become part of a team that values trust, support, and mutual growth. We are looking for passionate individuals who share our commitment to making a positive impact on the lives of our members.

The role covers key areas of our lending operations.

• Assisting the Member Operations Manager in leading the Lending team in their provision of excellent customer service levels to members.
• Responsibility for leading and managing all aspects of team performance of the Lending Team, under the guidance of the Member Operations Manager.
• Assisting with assessing members loan applications, reviewing their individual circumstances and guiding them through the process.
• Providing excellent lending customer service to our members. Responding to and fulfilling members needs that are requested over multiple communication channels (telephone, e-mails, chat, face to face).
• Supporting with operations and procedures promoting company culture, vision, performance, sanctioning loans and delivering growth on the loan book.

• Assisting the Member Operations Manager with the training, development, and performance management of the Lending team. This includes completing 121’s and development reviews.
• Deputise for the Member Operations Manager in their absence.
• First point of reference for the teams, actively leading within the office environment as well as remotely. Visibility and availability to the team is vital within this role.
• Planning and organising cover of the team, this includes organising work rotas, holiday cover, training schedules.
• Supporting in the achievement of business growth targets that apply to the role (Loan Value, Loan Turnaround).
• Ensure that loans are processed in an efficient and cost-effective manner.
• Assist with embedding the assessment process in line with lending policies, proposing changes to policy or procedure, whilst ensuring that procedures across the team are kept up to date and adhered to.
• Support with appeals and identify any potential development areas for colleagues, assessing root cause and putting in relevant actions to achieve an improvement in this area.
• Actively identifying and implementing improvements to ways of working, processes and systems to enhance efficiency, simplify tasks and improve member and people experience.
• Coordinate and manage any complaints made to No1 Copper Pot Credit Union in line with regulatory guidelines and policy requirement’s, reporting to the Member Operations Manager.
• Ensure paperwork and information recorded is compliant and meets the regulatory requirements.
• Ensuring members are dealt with in a fair and reasonable manor always maintaining and excellent level of service.

As a Team Leader, you will be aware of the strategic business targets and must work within the risk appetites and lending parameters set by the Directors and the Board. They must provide the team with clear direction in line with strategy and need to keep up to date on all legislation and regulation which may impact the business. This role requires someone with patience, organisational ability and excellent customer service skills.

• Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and with the membership.
• Negotiating skills are key along with the ability to handle complex situations with an element of sensitive understanding.

Consistently delivers outstanding customer service in alignment with the…