Location: Gateshead

Salary: Up to £35,000 basic

OTE: £45,000

Employment Type: Full-Time, Permanent

Overview

A forward-thinking and fast-growing mortgage broker firm based in Gateshead is seeking an experienced and customer-focused Customer Contact Team Manager to lead and develop its front-end mortgage enquiry team.

This is a key leadership role within the business, working closely alongside Mortgage Advisors and senior management to ensure that all new enquiries are handled professionally, efficiently, and to the highest possible standard. The successful candidate will be responsible for overseeing a team of Mortgage Customer Advisors / Trainee Mortgage Advisors who act as the first point of contact for new mortgage enquiries.

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The Role

As Customer Contact Team Manager, you will be responsible for managing and developing a team that handles new, high-quality mortgage leads generated via professional introducers, including new-build developers, as well as online and digital lead sources.

You will ensure that all inbound enquiries are contacted promptly, qualified correctly, and delivered with a first-class customer experience before being referred to experienced Mortgage Brokers.

This role combines people management, coaching, quality control, and mortgage knowledge, and is ideal for an individual with strong mortgage experience who is looking to move into (or further develop) a leadership role.

A key part of this role also involves the professional team of mortgage and protection advisors to convert the leads being generated, increasing the earnings potential. ________________________________________

Key Responsibilities

• Manage and supervise the Mortgage Customer Contact team on a day-to-day basis

• Ensure all new mortgage enquiries are contacted in a timely and professional manner

• Oversee the qualification of initial mortgage enquiries before referral to Mortgage Brokers

• Monitor service levels, response times, and customer experience standards

• Listen to recorded and live calls, providing constructive feedback and coaching to improve quality and conversion

• Support and develop Trainee Mortgage Advisors using your in-depth mortgage knowledge

• Help improve the team’s understanding of mortgage products, processes, and customer suitability

• Identify training needs and performance improvement opportunities

• Work closely with Mortgage Advisors to ensure a smooth handover of qualified leads

• Maintain high standards of compliance, professionalism, and customer care

• Report performance trends, volumes, and quality metrics to senior management

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Skills & Experience Required

• Strong understanding of the mortgage process and mortgage customer journey

• Previous experience within a mortgage broker, lender, or financial services environment

• Proven ability to deliver excellent customer service in a phone-based or contact-centre setting

• Confident communicator with the ability to coach, motivate, and develop others

• Strong attention to detail and ability to assess call quality and enquiry suitability

• Organised, professional, and calm under pressure

Previous management experience is not essential.

Candidates with solid mortgage experience who are ready to step into a leadership or supervisory role are strongly encouraged to apply.

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Working Environment & Benefits

• Office-based role in Gateshead

• Forward-thinking, growth-focused mortgage brokerage

• High-quality lead sources including developers and online enquiries

• Supportive senior leadership and collaborative culture

• Competitive basic salary up to £35,000

• Realistic OTE of £45,000

• Long-term career progression opportunities

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Why Apply?

This is an excellent opportunity for a mortgage professional to move into a team leadership role within a modern and expanding brokerage. You will play a pivotal role in shaping customer experience, improving lead conversion, and developing the next generation of mortgage advisors.

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Apply Today

For a confidential discussion about the Customer Contact Team Manager role in Gateshead, please apply now or contact the recruitment team for further information.

 

Bryn McMillan

Financial Services Recruitment Director

Cameron James Professional Recruitment

 

0113 2123290

Register HERE