Mortgage Case Management Team Leader

Job Description

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.

What you’ll be doing:

• 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.

Requirements

What do we need from you?

• A minimum of 2 years hands on Team Leadership experience is essential.
• Experience in leading a high case load team of end to end Case Managers with thorough understanding of the mortgage journey.
• Organisation - You’ll be busy, constantly and change happens a lot, so you’ll need to be organised, managing a pipeline of your own complex cases.
• Flexibility – Occasional Saturday work or hands-on support is rare, but we value a proactive, committed team player willing to step up when needed.
• Data driven with the ability to analyse and curate data to understand your team's performance, identify trends and opportunities. With the ability to translate data into actionable insights that drive business decisions.
• Clear communicator - Able to deliver key information and data to Individuals and key Stakeholders across our business in order to effectively communicate key results, challenges and messaging as part of our continuous development.
• Strong project management skills with a track record of successfully delivering initiatives.

Benefits

Our Company Behaviours

At Mojo, we opt to stand by behaviours as opposed to values. Behaviours are more useful than values because they’re concrete and actionable, not abstract. Our core behaviours below provide the blueprint of how to thrive at Mojo.

• Keep Exploring 
• Put People First
•  Love What You Do
• Always Accountable 
• Care Personally, Challenge Directly 

What you’ll get in return..

We're proud of our huge growth, awards, and fantastic customer reviews, but we're always striving to do better so we’ve taken a lot of time to put together a benefits package we think you’ll love.

25 days holiday plus bank holidays and because that isn't enough, you will also get an extra half day off for your birthday, full day off if you move house and 2 companywide close down days per year.

You’ll also benefit from:

• A base salary of up to £45k
• Work from anywhere in the world for up to 30 days per year
• Sick pay and sick pay insurance
• Wellness programme from Able Futures
• Subsidised private medical insurance
• Critical Illness cover & Death in service 
• Enhanced parental & adoption pay 
• Compassionate leave
• Long service awards up to £3000
• Casual dress
• And more! 

#Mojo

Hi. We’re Mojo Mortgages. We think you’re going to like it here.

We’re a free online mortgage broker using tech to revolutionise the way people get mortgages. But that’s all just marketing, really. In reality, we’re a super-friendly bunch of hard-working people challenging old ways of doing things and building the future of our industry.

The way people get mortgages is broken, so we’re disrupting the market by solving every last one of its niggly, swear-inducing problems. We could talk all day about how we’re tearing up the industry rulebook, but basically, we won’t accept convention for the sake of convention. If we see something that makes life harder for us or our customers, we can’t help ourselves but to find a better way.

We build. We test. We validate. We throw it all in the trash and start again. We do whatever it takes to reach our ultimate goal of making mortgages as simple as possible.

We’re a tech company with heart, which means cool new APIs are as interesting to us as helping someone who never dreamed they could get a mortgage into a home to call their own.

And we have fun while we’re doing it. Not ‘fun’ in a forced, corporate kind of way, but genuine fun that makes getting out of bed on a Monday morning easier.

We’ve got a pretty fierce table tennis league going, and your work will be interrupted by Nerf crossfire, but you can always escape using the office scooter.

So, if you’re the question-asking, hard-working, fun-loving type, there could be a place here for you.