Advised Team Manager

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Are you an experienced Team Manager in the Financial Services Industry that is looking to join a progressive company?

Now you're probably thinking, what makes this role unique and why should you choose Fluent Money?

• Lead with Autonomy: Take full ownership of managing a team of 6-8 Lifetime Mortgage Advisers, 2 Case Managers, and 2 Administrators. Shape your team your way, driving a high-performance culture rooted in excellence.
• Drive Pipeline Performance: Oversee a live application pipeline worth approximately £0.5 million, with a focus on maximising completion revenues and driving business success.
• Champion the Customer Journey: Take responsibility for the end-to-end experience of over 500 monthly customer enquiries, ensuring exceptional quality in fact-finding, advice, and recommendations.
• Work Collaboratively: At Fluent Money, we believe in breaking down silos. You'll collaborate closely with 6-10 fellow Advised Team Managers and play an active role in the Mortgage Sales Leadership Team.
• Accelerate Your Career: Fluent Money is proud of its track record in developing talent. Many of our leaders have progressed from managerial roles to Director and Head of Department positions.
• Invest in Your Leadership: Our dedicated Learning & Development team delivers comprehensive training through our Leaders Academy supporting you to grow, develop, and become an even better leader.
• Salary package to fuel your ambition: The salary for this role ranges from £45,000 to £50,000, plus a performance based bonus, depending on the candidate's experience and the value they bring to Fluent.

The Advised Team Manager should be a self-motivated, passionate, experienced and driven individual with a strong track record in ensuring the highest standards of customer experience delivery and commercial focus. There should be a high attention to detail, and great people skills including a proven ability to manage office based, hybrid and remote workers. The team manager will be responsible for 10-12 FTE

Accountabilities & Behaviours

• Coach, support and develop a team of 6-8 Lifetime Mortgage Advisers to deliver outstanding customer service, consistent customer contact and strong commercial growth
• Continually have an in-depth knowledge of business performance, support and challenge your team on performance in line with company goals and objectives and a competitive array of individual KPIs and commission schemes, including
  • Written and booked business volumes, value and fee revenue
  • Lead and appointment volumes
  • Protection Penetration
  • NTUs & Lapses
• Drive adherence to required processes across all functions to ensure delivery of targets through effective communication ensuring that information and direction from the Managing Director and the Head of Advised Sales are cascaded through the team
• Participate in weekly and monthly management meetings to communicate business updates, team updates and to share success and areas for development
• Be the expert in all systems and processes that Fluent use.
• Provide commission/bonus statements for each Adviser to review monthly
• Monitor banked business levels or "completions"
• Review suspended commissions and seek resolution to release payments
• Utilise performance reporting as per business expectations
• Investigate and resolve any complaints that come into the business
• Liaise with MAB regularly and attend meetings such as service quality reviews
• Promote Fluent, and its staff, within the mortgage industry and recognize achievements
• Lead by example and be a motivating role model to others in the company

  Key Performance Indicators

• Coach, support and develop a team of 10-12 FTE to deliver outstanding customer service, consistent customer contact and strong commercial growth
• Responsible for oversight of how we handle enquiry handling, fact finding and recommendations to c5-600 customers per month
• Motivate, monitor and drive the daily behaviours to result in the required volume/revenue targets
• Teams under direct line management deliver to their KPI's
• Support the Head of Advised Sales and Managing Director of Fluent Mortgages to maximise revenues, control costs and deliver sustainable growth in operating profit
• Lead monthly/quarterly team meetings
• All banking procedures undertaken correctly to ensure accuracy
• Investigate, respond and resolve all complaints within expected timescales
• Work together with our compliance, training and competency team to ensure we deliver to regulatory requirements and uphold our consumer duty

  Essential Skills & Competencies

• Strong communication skills
• Strong leadership, coaching for performance and training skills
• Ability to be proactive but also reactive when required
• Maintain a positive attitude
• Maintain up to date on market knowledge
• Organised
• Strong presentation skills
• Self/team motivating
• Management skills
• Problem solving
• Leading by example
• Ensuring support is available for those who require
• Positive outlook on your role and that of Fluent
• Showing initiative with suggestions to improve the team's processes
• Delivering an eye catching and comprehensive sales update each week, pointing out high performers.
• Monitoring all logged hours and instances of staff lateness and recording when appropriate
• Develop and implement staff 'soft skills' school, for new and more experienced advisers
• Organise and undertake all initial investigations in regard to disciplinary meetings in accordance with the company guidelines
• Carry out performance plans (PIPs) and Focused Learning Plans (FLPs) where necessary
• Ensuring monthly 1-2-1's are conducted with and logged onto core People/HR systems
• Attending weekly meetings with other leaders, training functions and heads of department to discuss individuals with stronger and weaker performances, as well as any other issues and training gap analysis
• Remain up to date with FCA requirements and key areas that need to be developed.
• Conduct twice weekly in-depth review of varying customer journeys to ensure the correct process has been followed.
• Conduct call quality observations regularly, and in accordance with the department structure which highlights and operates on a 'risk' factor. All higher risk advisers to receive a minimum of one call assessment per month
• Deal with case escalations and complaints when required
• Carry out well-being checks where required in the department and signpost where needed
• Monitor the team's compliance issues, including monitoring compliance scores and appeals. Deliver fails face to face to the adviser in question, and deliver training and support as needed, escalating to PIP or disciplinary if necessary
• Liaising closely with lenders and providers, orchestrating Business Development Manager visits
• Promote and increase footfall to other departments via exports/handoffs, with a view to increasing the amount of revenue generated
• Hold an 'open diary' event weekly to provide advisers with set time to approach on their own accord and discuss any case, at any status for additional help and support
• Liaise and strengthen the relationship with the broker team, sales support and Client Relationship ("Case Manager") teams
• Promote 'best advice', by reviewing advice calls and quality, checking for a strong client/adviser relationship, which highlights any client vulnerability and shows that the adviser has actioned when necessary.

Now we've got your attention, who is Fluent money?

Fluent Money was founded in 2008. The vision is to create an easy-to-use, digital environment for customers to access secured loans, mortgages, protection and specialist secured financial solutions with minimal friction. During 2022 they strengthened their position with Mortgage Advice Bureau, a leading award-winning UK mortgage broker and strategic partner making a strategic investment to become majority shareholder.

Working at Fluent Money means being part of a company that values integrity, professionalism, and an unwavering commitment to customer satisfaction. We empower employees to take ownership of their work and provide them with the necessary tools and resources to excel in their roles. Our forward-thinking approach and cutting-edge technology enable us to offer seamless and personalised financial solutions, setting new standards for excellence in the industry.

The people in the business make us who we are, and we pride themselves on excellent customer service and job satisfaction for the whole Fluent family.

Through our work with an extensive panel of lenders, we can find the best deals to match your situation and make sure that they're affordable for you, too. You're in safe hands with us.

At Fluent Money we recognise the importance of what matters most to mortgage customers. Speed, Convenience and Specialist advice. We strive to deliver a best-in-class mortgage experience by making Fluent Money a great place to be, supported and enabled by world class systems and competitive remuneration as well options for flexible working to attract top talent from across the UK.

Our large open planned office give our people the ability to collaborate and thrive in a forward thinking and fun environment. We have ambitious plans for growth and are seeking to broaden the reach of our recruitment to include hybrid workers and 100% work from home Advisers, Client Relationship Managers and Line Managers.

What's in it for you?

• Vitality Healthcare upon completion of probation period
• Company Pension Scheme
• Rising holiday entitlement including Holiday buy & sell scheme
• Flexible working including hybrid and 100% work from home
• Free secure parking
• Onsite food provision and restaurant facilities for office based and hybrid workers
• Free tea, coffee and fresh fruit daily
• 'Freebie Fridays" on the first Friday of every month
• Great location close to transport links
• Access to training and development
• Stimulating career progression
• Cycle to work scheme
• Salary Sacrifice EV scheme
• Annual awards evening and various social events
• Modern dress code
• Reward and recognition

If you feel you have what it takes to become part of a fun, vibrant and constantly growing organisation, please email [email protected]