Ensuring service standards are the same during mortgage market “peaks and troughs” is important, Halifax has said.
Speaking on Mortgage Solutions Television in association with Halifax, Derek Burt (pictured), head of mortgage operations at Lloyds Banking Group said the lender looked at the market six months in advance to signpost periods where it may be busy or quiet.
“We know a mortgage market goes through its peaks and troughs in a year and I need to make sure that our heartbeat is the same regardless of us being busy or us being quiet.
“Consistency is the key, you do not want to be brilliant one day and poor the next because you don’t know who you’re doing business with,” Burt said.
He also said the lender relied on resources across the group to make sure it kept up with changing demand.
Burt added: “We built a flexible operating model which means I can pull resources in and push resources out as and when required, determined by where those service pressures are.”
[SPONSORED CONTENT]
Shekina is the deputy editor at Mortgage Solutions and commercial editor at Mortgage Solutions and Specialist Lending Solutions. She has nearly eight years of experience in the B2B publishing market, having previously covered the hospitality, retail, pet, accounting and jewellery sectors.
Shekina has worked for Mortgage Solutions and Specialist Lending Solutions for almost five years. Here, she covers the market’s breaking news stories, engages with professionals in the sector, and oversees any commercially agreed content in partnership with mortgage-related companies.
This includes presenting webinars and hosting roundtable discussions on developing themes in the mortgage sector.
She is an NCTJ-trained journalist and was nominated for the Headline Money Awards Mortgage Journalist of the Year in 2021.
In her spare time, Shekina likes to read, travel, listen to music and socialise with friends.
She currently reports on current events in the mortgage market and liaises with financial clients to produce sponsored content.
Follow her on Twitter at @ShekinaMS
