Payment Support Team Lead

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

The Role

You’ll lead a team of collections professionals managing complex mortgage portfolios. From coaching and development to strategic input and QA oversight, you’ll play a central role in delivering our service, risk, and compliance objectives. This is a hands-on leadership position, 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 a 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 analyse 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. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.