Service Delivery Assurance Specialist

Working in our fast paced, successful Sales Operations team in our London/Cardiff/Manchester office there has never been a better time to join Pepper Money, a specialist mortgage lender backed by a global financial institution offering first and second charge loans.

We really do believe that it’s our people who are our main competitive advantage – the ‘thing’ that sets us apart from our competitors. 

Our passion is to ‘Help People Succeed’. This is at the heart of everything we do and includes our valued customers, intermediary brokers and partners as well as all of our fantastic colleagues.

What you will be doing 

You’ll review and assess the quality of our Commercial service delivery, ensuring customers and brokers receive a consistent, high‑quality experience. You’ll analyse trends, highlight risks, improve processes, and drive a “right first time” culture across operational teams.

Key Responsibilities

• Complete monthly quality assurance reviews and present key findings.
• Provide clear, constructive feedback to teams and stakeholders.
• Identify risks, errors, themes and opportunities to enhance customer experience.
• Support process, policy and system improvements.
• Lead collaboration sessions to improve performance and service delivery.
• Deliver training and coaching to address trends and drive improvement.

What we are looking for

You’ll bring strong analytical skills, solid mortgage‑lending knowledge, and the confidence to influence stakeholders and improve the customer journey. You’ll be detail‑focused, proactive, and skilled at coaching others.

Skills & Knowledge Required

• Mortgage lending knowledge: First Charge, Second Charge, BTL & specialist lending.
• Understanding of underwriting principles and risk assessment.
• Knowledge of FCA, Consumer Duty and MCOB regulations.
• Experience with QA frameworks, audit processes and customer journey reviews.
• Strong analytical, reporting and communication skills.
• Ability to coach, train and influence stakeholders.
• High attention to detail and accuracy; proficient in Microsoft Office.

Desirable

• CeMAP or similar qualification.
• Previous lending mandate experience.
• Coaching/training qualification.

Some of the benefits we provide are: 

• Competitive salaries and bonus schemes
• Hybrid home/office working arrangements
• Regular training and opportunities to learn and grow
• Holiday leave plus bank holidays
• Medical insurance cover
• Life insurance
• Health and wellbeing support

In return for your commitment, you’ll have the chance to develop your career in a dynamic environment, working alongside top talent and an exceptional leadership team. If you want to be involved in our exciting expansion plans and have the chance to really shape and influence the way the business grows, then we’d love to hear from you.

We also want our people to feel a sense of belonging at Pepper Money. We are committed to meeting our Diversity, Equality and Inclusion charter, further information can be found on the Careers section on our website.