Head of Telephony Mortgages

Head of Telephony Mortgages

This job posting is no longer active

The Business

Join us in Birmingham as the Head of Telephony for Mortgages

  • If you're a brilliant people manager, with sound operations experience, this is an opportunity to take on a wide ranging and influential role in our Mortgages team in Personal & Business Banking (PBB)
  • As Head of Telephony for Mortgages, you'll be leading the Mortgages Telephony teams for NatWest and RBS across the UK, in delivering market leading customer service
  • The success of our mortgage business is integral to the wider success of PBB, and you’ll have the perfect platform to make a lasting contribution to both, as you help us shape a vibrant, productive and customer-focused team culture

What you'll do

Based in our centre in Birmingham, you'll be providing strategic leadership for our UK wide Mortgages Telephony teams, ensuring we're able to deliver outstanding customer service and advocacy at every interaction. This will entail guiding, motivating and managing a team of business leaders in our Telephony Mortgage Advice business. You'll be supporting their development, and ensuring they have the expertise and enthusiasm needed to deliver outstanding service, tailored to our customers’ needs.

In the course of your work, you'll be:

  • Overseeing and evaluating team performance, ensuring we're on track to meet the needs of our customers and responding effectively to what our customers are telling us
  • Using your strategic vision to identify ways that we can simplify, strengthen and improve the way we work
  • Promoting our mortgage brand internally, and also fostering the collaborative approach which will enable us to improve our processes and procedures within Mortgages Telephony
  • Developing Mortgages Telephony delivery plans, in line with our customer experience objectives, control standards and agreed targets
  • Leading change and strategic priority projects for Mortgage Telephony Advice
  • Establishing key risks and priorities, reviewing current and emerging risks and ensuring clear plans are set and followed
  • Leading by example in enhancing our capability to attract new business and support overall business growth
  • Developing and implementing strategies to retain our existing customers

The skills you'll need

To succeed in this role, you'll need to be a thoughtful and adaptable people leader, with the ability to set clear agendas, motivate and guide a team, and work influentially at a senior managerial level. You'll also need to be a clear strategic thinker with the ability to cut to the heart of complex issues, and develop effective, customer-focused solutions.

We'll also be looking for you to demonstrate:

  • Sound operations experience, and a good understanding of risk management processes
  • Highly developed communication and interpersonal skills
  • The ability to foster an open, collaborative and productive team culture, where achievement is recognised and our people are empowered to succeed
  • An understanding of the mortgage business and experience of working in a regulated financial services environment 

How we'll reward you

In return, we offer a competitive salary plus 30% cash and benefit funding programme that can be tailored to suit your individual needs. In addition, we provide a wide selection of exclusive lifestyle offers, development and learning programmes, services and support designed to help you manage and balance your work/life priorities.

Visit our reward and benefits page for more information on the benefit packages we offer.


At RBS, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles - find out more.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you’ll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.