Mortgage Case Management Team Leader

at  Mojo Mortgages

WHO ARE WE?

At Mojo Mortgages we are on a mission to become the largest and most disruptive mortgage broker in the UK. With the support from our family of brands, including Uswitch, Money, Confused, and Zoopla, we’re scaling fast and taking the industry by storm. We’re not just growing quickly, we’re growing exponentially.
We’re all about pushing the boundaries, doing mortgages differently, and delivering outstanding service that makes a real difference in people’s lives.
We’re looking for talented and driven individuals to join our team and help us achieve our mission. If you’re passionate about making a positive impact, love to innovate and want to be part of a dynamic and fast-paced team, we want to hear from you.

• Motivate, support, and lead your case management team to proactively, efficiently, and effectively manage customers’ applications from submission to completion with a direct focus on achieving the best customer outcomes, utilising MI and performance data to drive improvements.
• Day-to-day line management of a team of up to 15 Case Managers, including 121’s, target setting, and resource planning, ensuring key performance data informs decision-making and enhances team effectiveness.
• Work allocation and ensuring appropriate resource cover within your team, including cover for inbound phone calls and live chats during working hours, using data insights to optimise workload distribution.
• Work with existing TL and Line Manager to ensure weekend rota and month-end cover is in place if required and communicated effectively within the team and wider management, applying structured project management to maintain seamless operations.
• Manage a pipeline of VIP (confidential or referral customers) and escalation customer cases, managing updates from lenders and filtering this back to customers with comprehensive updates, ensuring data is used to track and improve resolution times.
• Conduct regular performance reviews for the different responsibilities within your cohort, providing feedback to and from the Case Management team to identify ways to improve efficiencies, leveraging MI to support continuous improvement.
• Provide coaching and training, conducting regular individual and peer coaching sessions based on performance data and companywide updates to drive continuous improvement for customer outcomes and colleague experience.
• Take ownership of wider projects, ensuring the successful execution of initiatives that drive operational efficiency and service enhancements, applying structured project management principles to deliver on key business objectives.