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‘Mortgage squads’ keep quality high for Mojo

Samantha Partington
Written By:
Posted:
January 30, 2020
Updated:
January 30, 2020

Mojo Mortgages chief executive Richard Hayes said the introduction of mortgage squads has been key to keeping customer service standards high while his business grows.

 

A mortgage squad, said Hayes (pictured) during a podcast for Accord’s Growth series, is a team made up of mortgage underwriters, application managers, advisers, and a squad leader. The customer is the responsibility of the whole squad from the beginning to the end of the mortgage process.

Hayes said Mojo introduced this style of customer management to keep service levels high as business volumes grew.

Speaking to Nadeem Iqbal, business development manager for Accord, Hayes said: “In the early days of the business I don’t think we got it all right. I think we made loads of mistakes.

“We started to grow really quickly and I don’t think all of the time we had the right foundations and processes in place to be able to handle some of that growth.

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“And that led us to really rethink how we operate as a business to ensure that that customer has an unbelievable time every single time.”

 

Keeping clients sweet

Using the analogy of a chocolate bar coming off the manufacturing line, which is the same quality as all the other bars, Hayes said he wanted to achieve this uniform quality for his customers.

The challenge, said Hayes, was to reproduce quality at volume without making the process less personal.

“Where we have seen really great growth over the last six months was when we moved to squads,” he said.

“That was a really big development for us. That has allowed us to grow faster while maintaining a really high level of quality of service.

“As you grow you just bolt on another squad and you nick some people out of another one so there is shared responsibility and experience.”

You can listen to the full podcast here.