Loyalty Lending Manager - Specialist Mortgages

Loyalty Lending Manager

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Location: Head Office, London

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Hours: Monday to Friday, 9:00am–5:30pm

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Working Pattern: Hybrid (50/50)

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Reports to: Head of Customer Loyalty

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Department: Specialist Mortgages Operations

We’re looking for a confident, proactive and relationship‑driven Loyalty Lending Manager to help protect and grow HTB’s specialist mortgage portfolio. This is an exciting role for someone who excels in customer engagement, influencing conversations, and delivering exceptional service.

As a Loyalty Lending Manager, you’ll play a key part in retaining customers approaching the end of their fixed‑rate period. You’ll engage early, guide customers and brokers through the product switch process, present competitive rate options and ensure a seamless, supportive experience from first contact through to completion.

If you enjoy combining customer conversations with commercial decision‑making — and you want to make a measurable impact on retention — this role is for you.

• Review cases four months before fixed‑rate expiry to identify retention opportunities
• Contact clients early, present competitive rates and position HTB as their preferred next‑term lender
• Build trusted relationships with brokers, ensuring they have everything needed to recommend HTB
• Handle inbound client queries, provide clarity on product options and convert conversations into successful switches
• Maintain consistent follow‑up activity to maximise customer retention

• Prepare tailored rate options and recommendations based on customer needs
• Guide clients and brokers through the end‑to‑end process with confidence and clarity
• Generate accurate documentation and ensure all requirements are met for a smooth switch
• Update systems with final details and communicate completion outcomes

• Manage a busy pipeline of cases, ensuring all outreach and follow‑ups are timely
• Maintain accurate notes, contact histories and documentation to support a strong audit trail
• Deliver high‑quality service at every stage of the journey

You’ll collaborate with:

• Underwriters
• Portfolio Management
• Business Development Managers

• Mortgage brokers
• Panel valuers

• Proven experience in sales, customer‑facing or target‑driven environments
• Confident user of Microsoft Office, especially Excel and Power Point
• Strong general education including GCSE English & Maths (Grade C or above)
• Experience in financial services is desirable
• Background in client retention is beneficial

• Exceptional attention to detail
• Strong planning and organisational skills
• Excellent interpersonal and rapport‑building skills
• Resilient and comfortable managing objections
• Curious mindset with a genuine interest in understanding customer needs
• Highly motivated, proactive and accountable
• A supportive team player committed to delivering outstanding results

• Competitive remuneration
• Discretionary annual bonus
• Annual pay review
• Private Medical Insurance (Bupa)
• Mental health & wellbeing support via YuLife & Bupa
• 25 days holiday (increasing with service) + Holiday Buy Scheme
• Cycle to Work & Green Car Schemes
• Enhanced family leave policies
• Study support & professional memberships
• Hybrid working (50/50)
• YuLife Rewards – retail, lifestyle & experience discounts
• 8% employer pension contribution (non‑contributory)
• Interest‑free season ticket loan
• Annual volunteering day & Net Zero commitment

If you’re commercially minded, thrive in customer conversations and want to influence the retention of a growing mortgage portfolio,
we’d love to hear from you
.