Primary Servicing Manager

  • Location : Uxbridge , United Kingdom

  • Salary : £44000.00 per annum

  • Posted : 06/10/2020

  • Position: Full time

Job Description

Are you a skilled manager with experience in mortgage servicing looking to rise to a new challenge?

Pepper UK is one of the leading specialist loan servicing companies in the UK and we are currently looking for a Primary Servicing Manager with proven experience in customer service as well as the day to day management of a team of mortgage administrators.

If you are open to a new opportunity and would like to chance to work within an organisation which can offer competitive benefits and career progression, then this is the role for you.

We are currently recruiting for a Primary Servicing Manager to join our dynamic and growing team in Uxbridge. We are looking for highly motivated professionals with experience in managing residential mortgage and loan portfolios in a highly customer focused environment within the financial services sector. Your role will involve the day to day management of an experienced mortgage administration team, including queue performance, mandated decision making, complaint handling, and project work. The mortgages your team will be administering will be end to end and will flow through the complete mortgage life cycle.

You will be working within an established team that is a key part of Pepper's operations, and you will receive ample support so that you can be successful in your role.

We would like to hear from candidates with good experience of delivering exceptional people management and who are highly organised, motivated, and able to work effectively and accurately.

As a Primary Servicing Manager, your Key Responsibilities will include:

  • To build and deliver the team plan to manage all queues within SLA goal
  • To deliver the inbound call handling SLA by planning agent cover effectively and by monitoring Specialist activity
  • To work the Manager queue within context of mandate, ensuring items stay within SLA
  • To manage the relationship with Client, representing Pepper appropriately through accurate timely reporting and Governance
  • To take responsibility for resolving complaints as per the Complaints process
  • To ensure that procedure documents are reviewed within schedule
  • To recruit, train, coach and develop the team as needed
  • To deliver own and team annual objectives
  • To interact with other managers to provide project management expertise to deliver change

Primary Servicing Manager | Loan Manager | Operations | Data Analysis | Mortgage Administrator | Reporting | Leadership | Coaching | Client Relationship | Recruitment | Project Management


Private Medical Insurance | Salary Sacrifice | Pension matched up to 8% | 25 days holiday with Length of Service | Buy & Sell Holiday up to 5 days per year | Season Ticket Loans | Cycle to Work Scheme | Discounts in local shops | EAP | Enhanced Maternity & Paternity | Wellbeing Days | Volunteering Days | Free Hot Drinks | Eye Care | Payroll Giving | Spice Reward & Recognition Program | Relaxed Dress Code Discounted Gourmet Society Taste Cards | Discounted RAC Vehicle Breakdown | Discounted Gym memberships & buying club | Life Assurance

Additional Information

Join an amazing working environment with opportunities for career development and training. In addition to our culture and amazing people, we offer competitive employee benefits. If you are looking for a progressive organisation and want to join a fast-paced team then apply for this job opportunity.

Essential Skills

We're looking for a candidate who has prior exposure to operational loan management, who can consistently deliver outstanding team management and has a rudimentary understanding of relevant regulation and associated legislative policy and the impact this has on the role, particularly as they relate to loan and mortgage products.

Desired Skills

In addition, you must be able to:

  • Demonstrate self-reliance and motivation
  • Be detail orientated, and able to use data effectively
  • Effectively delegate, and able to work to tight deadlines
  • Analyse problems, think creatively and make effective decisions in the appropriate timescales
  • Take ownership of the responsibilities allocated to you
  • Demonstrate the ability to form productive relationships at all levels
  • Demonstrate strong English verbal and written communication skills
  • Be an enthusiastic and positive leader recognised by your colleagues as a valued and effective team player

About Company

As one of the most successful third-party servicing companies in the UK, with over £17 billion of assets under management, our experienced teams have the expertise to manage loan portfolios across a range of asset classes. Whether it’s full end-to-end servicing through the complete lifecycle of loans or just support with one element, we can help. Some of the services we can provide include: Primary Servicing, Special Servicing, Master Servicing, Standby Servicing, and Asset Management. S&P Global Ratings ranks us as one of the highest rated primary and special servicers of residential mortgages in the UK.

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