View our Vacancy below

We are seeking a highly motivated individual who has the drive and passion to lead, support and motivate a successful team while providing first class customer service within a fast-paced environment. Join our team and be part of our continued success.
Pure Retirement was founded on the belief that everyone deserves to enjoy their later years

A specialist mortgage lender to the Equity Release market, we offer products that provide simple and straight-forward solutions for use in effective retirement planning.

Winners of the Equity Release Award for Best Provider for Adviser Support for three years running, and Yorkshire's number one fastest growing business for 2018, we work with over 2000 registered advisers to provide a first class service to customers with products tailored to their needs.

At Pure we are committed to exceptional standards of performance, continually improving and developing our business through the colleagues we employ

Awarded a Gold standard 'Investors in People' accreditation, we are firmly geared up to build on our successes and grow our business with talented additions to our ever-evolving team.

We are a friendly, professional and dynamic place to work. If you would like to be part of our award winning culture and demonstrate our values of 'honesty', 'simplicity' and 'responsibility', we would love to hear from you.

Mindful Employer

We recognise that people experiencing mental ill health continue to report stigma and discrimination at work, and we are committed to creating a supportive and open culture, where colleagues feel able to talk about mental health confidently, and aspire to appropriately support the mental wellbeing of all staff.

Reports to

Servicing Manager


Thorpe Park Leeds, LS15

Hours of work

37.5 hours per week (hours of work will be flexible and dictated by the needs of the business, therefore it is expected that the successful applicant will work those hours necessary to successfully discharge the duties of the role).

The Role


To lead, support and motivate the Mortgage Servicing team to provide exceptional customer service levels that our customers are used to and to oversee the ongoing care of each case. Responsible for coaching the team collectively and individually to ensure our standards are met and T&C standards are adhered to.

Key Outputs

  • Leading, supporting, mentoring and directing the team to ensure high levels and improved performance
  • Ensure exceptional customer services levels are maintained throughout the team
  • Motivating the team to promote and maintain a productive and harmonious team environment
  • Conducting file audits and call scoring to quality check the team performance in line with our compliance framework
  • Managing resourcing and attendance levels to ensure optimum staffing levels at all times
  • Driving of performance and KPI’s through bi-monthly 1 to 1 meetings and formal performance management counselling as necessary
  • Conducting formal appraisal meetings to identify, support and implement individual development plans
  • Ensuring feedback from monitoring is acted upon through coaching to achieve optimum performance and improve compliance adherence
  • Identification of individual and team training needs and implement appropriate training solutions and review as necessary to ensure training has been effective
  • Participating in the delivery of training courses as required
  • Participation in the planning and implementation of team incentives to drive performance and maintain team morale
  • Support and develop recruitment campaigns, including leading interviews and selection campaigns
  • Manage staff relationships, promptly respond to queries and manage expectations
  • Ensure all HR matters are handled fairly and consistently in line with legal and company requirements to include disciplinary, grievance, capability and absence matters
  • Working with the Servicing Manager to identify, devise and highlight areas for improvement in servicing systems, processes and procedures, communicating and implementing and training out changes to the team
  • Taking on additional extra Responsibilities as required to drive efficiencies within the Department
  • Supporting in third party meetings as required
  • Ensuring business written adheres to the individual funders lending policy
  • Contributing to the development of Company»s TCF policy and T&C regime
  • Adhering to all anti-money laundering, data protection and other regulatory requirements
  • Other ad hoc duties as and when required by the company

This job description is not exhaustive and serves only as a broad outline of the duties required. This job description may be amended as necessary.

The Person


Approachable, friendly and organised individual with a proven ability to embrace and develop a successful, customer service and performance focussed environment. Excellent motivator with the ability to drive, lead, inspire and develop a successful team. Self-starter with good interpersonal and communication skills. Ability to work with colleagues to offer solutions and support as necessary. Ability to prioritise and work to strict deadlines.

Skills & Experience


  • Experience of managing a team and driving team’s performance
  • An understanding of the balance between individual goals and those of a team and organisation
  • Ability to analyse performance of a team or individual and implement appropriate changes to ensure improvement
  • Team orientated
  • Exceptional communication skills
  • Strong decision making skills
  • Strong performance management skills
  • Experience of managing/ coaching people In a regulated Financial Services environment
  • Strong customer service background


  • Experience of Mortgage Servicing
  • CeMAP
  • CeRER



  • Financial Services experience
  • Previous experience in equity release
  • Mortgage experience
  • Leadership Potential
At Pure, transparency on how we use and process your data is important to us. Please ensure you’ve read our Fair Processing Notice and Data Retention Policy prior to submitting your application.

This job description is not exhaustive and serves only as a broad outline of the duties required. This job description may be amended as necessary.

For more details on this role or to find out more about our team please contact our recruitment team at

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What our Customer Account Servicing team says about us

The culture at Pure Retirement makes you feel valued as a person and valued as an employee. I enjoy coming into work and know that the work I do helps to make a positive difference to our customer’s lives. The office environment is positive and vibrant and is a happy place to work where everyone cares and wants the best for our customers. We pride ourselves on giving the best customer experience and have lots of opportunities to do this within our roles.

Michelle Hawley, Customer Account Team Manager

Pure retirement is a great place to work, with a modern office and the staff are well looked after.

Jodie Hollingdrake, Customer Accounts Administrator