"The creation of Scott’s new role is fundamental to our focus on delivering exceptional service to the market."
Scott, who has been with The Mortgage Lender since launch and was head of finance and risk, now leads a team of 40 across the underwriting, customer service, collections and completions divisions from the lender’s headquarters in Glasgow.
Scott said: “Service excellence is listening and responding to the changing needs of brokers to ultimately provide the best possible journey for them. To make the process of working together smoother, more intuitive and yes, make brokers’ lives easier.
“We have a customer first focus at The Mortgage Lender. Everything we do as a team challenges the industry norms – to reject the ‘do as we have always done’ and to do things differently. To do it better.
“The creation of my new role is the first of many areas we’re investing in to deliver service excellence. We’re working on an extensive training programme to be rolled out in the new year, our aim is to continue to empower our staff to make the right decision at the right time for brokers and customers.”
Peter Beaumont, deputy chief executive at The Mortgage Lender, added: “The creation of Scott’s new role is fundamental to our focus on delivering exceptional service to the market.
“Real life lending isn’t just about having a pragmatic approach it’s about supporting people at different stages in their life and how we work with our partners.”
