Payment Support Team Lead

We're looking for a Payment Support Team Leader to join our client's Specialist Mortgages operations, helping to drive performance, service excellence, and fair customer outcomes.

The Role

You will lead a team of collections professionals managing complex mortgage portfolios. Your responsibilities include coaching, strategic input, and quality assurance oversight. This hands-on leadership position is ideal for someone who thrives in a regulated, customer-focused environment.

Key Responsibilities

• Oversee daily operations including arrears, payment queries, and team inboxes.
• Lead, develop, and motivate the team through structured 1:1s, training, and performance reviews.
• Act as a subject matter expert on escalated or complex cases, working closely with credit and legal teams.
• Produce and analyze MI to track KPIs and risk indicators.
• Drive quality assurance and ensure adherence to internal and regulatory standards.
• Identify and implement process improvements to enhance service delivery.

What We're Looking For

• Strong experience in mortgage collections, arrears handling, and/or litigation within Financial Services.
• Confidence managing people and processes in a regulated environment.
• Familiarity with forbearance, TCF principles, and financial difficulty strategies.
• Excellent communication and analytical skills.
• Ability to lead with integrity, empathy, and precision.

InterQuest Group is acting as an employment agency for this vacancy. We are an equal opportunities employer and welcome applications from all qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex, or sexual orientation. Please inform us if you require any reasonable adjustments during the recruitment process.

Note: The additional job postings following the main description are irrelevant and have been removed for clarity.