Head of Servicing

Description

Job Title: Head of Servicing

Location: Southeast England - Onsite

Salary: Up to 75,000

Hours: Monday to Friday, 9:00 am - 5:30 pm

Job Type: Full-time Permanent or Contract

Benefits:

Company pension

Private Medical Cover

Income Protection

Death in Service/Life Cover

Cycle to Work Scheme

Holiday Purchase/SaleAbout the position of Head of Servicing:

Step into a pivotal leadership role as Head of Servicing at a dynamic and growing financial services business in the Southeast, where you will lead and shape a talented team during an exciting period of transformation.

This is an outstanding opportunity for an experienced mortgage servicing professional ready to take the next step in their career, delivering operational excellence across second charge and BTL accounts, driving customer-first outcomes, and leading transformational change. You'll thrive in a collaborative, data-driven environment that values innovation, continuous learning, and professional development, with the chance to make a real impact on both your team and the wider business.

Responsibilities for the role of Head of Servicing:

Manage the end-to-end servicing lifecycle for second charge and BTL accounts, ensuring compliance with SLA's and quality standards.Lead core servicing operations, including onboarding, payment processing, variations, fees, statements, redemptions, and discharges.Oversee early arrears management, set and monitor arrangements, apply forbearance options, and escalate high-risk cases.Apply vulnerability and Consumer Duty standards to all customer interactions, ensuring appropriate support and documentation.Own complaints resolution, perform root-cause analysis, implement corrective actions, and escalate complex cases as needed.Monitor performance and deliver measurable improvements using MI, KPIs, and SLAs.Operate and maintain the control framework, completing KRIs, QA reviews, reconciliations, and issue/action logs.Coordinate with external partners (solicitors, asset managers, DCAs) to ensure SLA compliance and resolve performance issues.Support platform changes and system migrations, including UAT, data validation, and defect resolution.Coach, develop, and motivate the Customer Service team, fostering a continuous improvement and customer-first culture.Maintain up-to-date knowledge of relevant regulations and internal policies, updating procedures and briefing the team as required.Contribute to policy and process improvements, piloting changes and raising practical enhancements across servicing operations.Experience and skills required for the role of Head of Servicing:

UK mortgage servicing experienceStrong knowledge of FCA rules (Consumer Duty, MCOB, DISP, SYSC) and debt management regulations.Proven track record in improving customer outcomes, arrears cure, roll rates, and complaint resolution.Experienced in collections strategy, transformational change, and data-driven decision making.Credible senior leader with excellent stakeholder management and team development skills.For more information regarding the role of Head of Servicing, please get in touch with us.

Stellar Select is acting as an employment agency and is a corporate member of the REC.

Due to a high volume of applications, we will only contact you if your application has been successful. We aim to contact all successful contacts within two business days.

Ad ID: 5417293866