The Financial Support Team is a versatile, customer‑focused function dedicated to supporting customers when they are experiencing financial difficulties.
We focus on delivering good, tailored outcomes for customers who are struggling with their mortgage payments, ensuring each customer is treated fairly and with empathy. We have a strong passion for doing the right thing for customers, working collaboratively as a team, and ensuring we fulfil all regulatory and ethical obligations.
This is a contact centre based position where, as Financial Support Consultant you will liaise with customers using a range of communication channels, predominately telephone calls, but also email, letters and text messages.
You will spend time understanding each customers individual circumstances by asking the right questions and reviewing their financial situation. You will then use this information to work with our customers to agree tailored and sustainable solutions to aid with the clearance of their arrears whilst delivering outstanding customer service.
Your responsibilities will include…
This is a challenging and highly rewarding role, supporting our customers during difficult periods and helping them reach the best outcome to support their financial needs.
You will be provided with full training on how to deal with various types of queries, and how to ask the right questions to negotiate and work with the customer to find a suitable solution.
The hours of work will be 35 hours per week with differing working patterns between 0800 – 1800 hours.
We also offer part time positions with shifts of 0800 – 1300 hours or 1300 – 1800 hours, please get in touch with us to learn more about our part time opportunities.
We offer a full-time base salary dependent on experience of between £26,500 – £30,000 and a competitive benefits package including:
Please use this link to see the fantastic benefits available at OSB: OSB Careers
OSB Group is a specialist mortgage lender and retail savings bank. Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment!
We are looking for talented individuals who have the experience and knowledge set out below:
Next steps:
If this sounds like you, please apply now! For internal applications please visit the internal careers page to apply by 23rd June 2026.
Still on the fence? Hear from our team or explore our process: OSB Careers
Shortlisted candidates will go through a personalised recruitment process, that is relevant and conversational. If you need any adjustments or support, we’re here to make sure you can show your best self.
Diversity, Equity & Inclusion
Not sure if you meet the spec? Let us decide. Research tells us that those from marginalised groups feel like they need to meet 100% of the criteria to apply. Here at OSB, we are committed to inclusivity and understand the value different experiences and perspectives can bring, so please don’t feel like you need to check every box to apply for a role internally.
We champion diversity at all levels, with Board-level Diversity Champions tracking our progress. We are proud to be signed up to the Women in Finance Charter to actively support the growth and development of senior women in our sector and are dedicated to treating all our employees and job applicants equally, opposed to discrimination on any grounds.
OSB Group is a UK-listed bank that focuses on specialized lending and retail savings. It serves underserved parts of the mortgage market, especially buy-to-let landlords and other niche property investors, offering products for borrowing and saving. Its lending products generate interest income and fees, while savings products provide returns to retail savers. The company uses its industry knowledge and long-standing relationships to tailor loans and savings options, supported by a governance structure and commitments to ethical practices and environmental responsibility. This approach helps OSB Group stand out by concentrating on niche property investors and strong customer relationships rather than competing on broad mass-market products. The company's goal is to achieve sustainable growth and create value for shareholders, while supporting the Private Rented Sector in the UK through community initiatives like the Landlord Leaders program.
Company Size
501-1,000
Company Stage
IPO
Headquarters
Chatham, Canada
Founded
2010
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Bridging finance news round-up | 12-16 October 2026. By tony Sanchez 16th October 2026. It's been another busy week across the bridging and specialist finance market, with major development funding, refurbishment product changes, technology launches and appointments alongside BLD reporting on planning delays, loan exits and landlord obligations. Highlights included Maslow Capital providing £238m for a Southwark student and affordable housing scheme, Atelier funding a Hammersmith conversion with £46.1m, Aspen launching 85% day-one LTV refurbishment finance, and Pivot cutting bridging and development finance rates by 200 basis points. This week's round-up brings together 47 stories covering bridging finance, development finance, buy-to-let, commercial mortgages, transactions, people moves, market evidence, features, opinion and guides. Here's your full weekly digest. People moves. Bennett joins as a mortgage underwriter after more than nine years at Precise, adding experience across Afin's lending propositions. Carter is due to succeed Mike Kirsopp on 14 December 2026 as StreamBank looks to broaden its specialist lending range. Thompson is expected to join on 4 January 2027, subject to regulatory approval, as LHV expands its SME and property lending. Springall returns from OSB Group to lead Masthaven's brand, proposition and communications strategy. Swaraj Dada joins as Head of Bridging Credit and Kate Cooper as Senior Bridging Underwriter as Paragon builds its new proposition. Idenedo joins from Flex Lending to develop broker relationships and support existing clients across England and Wales. Czarra brings experience in capital markets, structured finance and private credit to the bank's board and risk oversight. Matt Freeman, Keisi Morina and Andrew Ferguson join the team, adding underwriting, legal and financial analysis experience. Deal activity. The senior investment loan refinances The Edge, a completed student accommodation scheme owned by Bridges Fund Management and ROK Property. The refinancing is secured against approximately 20,000 sq ft of retail accommodation, with tenants including Decathlon and Robert Dyas. The facility refinances acquisition debt and releases equity while McLaren progresses plans for the site and considers its next funding stage. The facility cleared mortgage arrears and management charges, giving the borrowers time to pursue planned property sales. Bridging finance. Brokers can research Inspired Lending's appetite on the platform before discussing individual bridging, refurbishment and revolving credit cases. Eben is designed to combine borrower research, property data and lender documents to help teams investigate cases and prepare draft credit papers. The system combines borrower checks, credit information and property-risk analysis, with lending decisions remaining with the lender. The new product includes heavy refurbishment, with subsequent staged drawdowns up to 75% LTGDV, alongside reductions across other lending ranges. The refreshed range groups light and heavy works, completion funding and complex cases into Works-based, Loan-based and Specialist categories. A regulatory disclosure recorded Atomico's voting interest falling from its previously notified 11.54%, without explaining the transaction rationale. The lender reported that its 2026 mortgage lending had exceeded the previous full-year total following expansion of its borrower and product range. The updated website includes indicative loan and cost information, borrower guides and resources covering different bridging requirements. Schroders disclosed an increase from 10.04%; the filing does not establish a connection with Atomico's separate reduction. Eligible refinances with total facility or group exposure up to £2m can use one approved law firm for both borrower and lender. Cardium Law joined as an associate member, bringing litigation experience across construction, business and finance. Pricing now starts at 6% a year above Bank Rate, with loans ranging from £2m to £15m. Development finance. Prosper UK's housing commission argues that additional costs can undermine appraisals, with the impact varying between schemes. Research into Planning Performance Agreements examines additional fees, extended decision timetables and uncertainty over development funding. Taking security over a neighbouring barn helped structure funding for the conversion of a redundant building into a two-bedroom home. The funding supports a development of houses and apartments for over-55s in West Horsley. The facility funds Devonshire Place, comprising 941 student beds and 200 affordable homes on the Old Kent Road. A 15-month Elevate facility supports construction of two one-bedroom garden flats in Anerley. ONS figures show a three-month decline to August, while development lenders describe pressures on costs, sales assumptions and delivery. The 18-month facility supports Sheen Lane Developments' acquisition and permitted development conversion of Griffin House into studio apartments. Buy-to-Let & commercial finance. Average gross yields reached 7.22% in Paragon's analysis of mortgage offers, before interest, tax, maintenance and other costs. The 22 October session will demonstrate obtaining an agreement in principle, submitting applications and managing cases through the ACM portal. TAB's monitor estimates annual growth in longer-term mixed-use mortgage lending; its coverage excludes bridging finance. The higher limit is available to experienced professional landlords meeting the bank's lending criteria. Regulation & legal. Administrators are examining loan ownership and recoverability, warning that actual assets may be substantially below the recorded balance. Herrington Carmichael highlights compliance checks under the planned registration regime as a way to reduce avoidable administrative delays. BLD features. Tony Sanchez examines the distinction between total facilities, usable day-one funds and staged releases, and where borrowers' own cash is needed. Brokers describe disrupted repayment plans and additional costs, while Secure Trust Bank's Mike Feasey explains how lenders assess requests for more time. Interview feature. David Craik speaks to ScotLend Group's David Travers about lending growth, expansion south of the border and its changing approach to exits. Tim Simon, founder and CEO of Madiston, explains how an evolving digital deal record can connect information from enquiry through to repayment. Guides. The guide compares lenders' auction finance approaches, including pre-bid assessment, net funds available, refurbishment and repayment options. Property market. The Awaab's Law consultation considers enforceable timescales for tackling hazards in England's private rented homes; requirements and implementation remain undecided. Contributors describe how contractor networks, access arrangements and maintenance budgets can affect the response to urgent repairs. The Bank of England's Q3 survey records contrasting lender responses on household secured credit and commercial property lending availability. Mortgage experts questioned the proposed scheme's reported income thresholds, while the government said details remained unconfirmed. Thank you to everyone who shared news and insight with Bridging Loan Directory this week. Got a deal, product, hire or story for next week's round-up?
OSB Group reported mixed H1 2026 results, with net interest income rising 1% to £340 million whilst profit before tax fell 3% to £187 million. The British specialist lender achieved net loan book growth of 1.3% to £26.3 billion, driven by £2.3 billion in originations, up 10% year-on-year. Net interest margin compressed to 223 basis points from 226 basis points in full-year 2025, though the company maintained cost discipline with core costs down 0.4%. Basic earnings per share increased 3% to 38.4p. The firm demonstrated strong capital generation with a CET1 ratio of 15.2% and raised its interim dividend by 5%. OSB repurchased approximately £69 million of shares under its £100 million buyback programme. Management updated full-year 2026 return on tangible equity guidance to circa 12.5%, down from 13.3% in H1.
OSB Group shares slide as funding costs force guidance cut. OSB Group (LON: OSB), the specialist buy-to-let and residential mortgage lender, saw its shares fall sharply after it cut its 2026 profitability guidance alongside half-year results. The specialist lender reported profit before tax of £187.2m for the first half, down 3% from £192.3m a year earlier. Shares closed at 507p yesterday, down 10.9% from Wednesday's close of 569p. That leaves the stock close to its 52-week low of 466.8p, and well below the 52-week high of 618.6p reached earlier in the period. Management pointed to persistently elevated retail funding costs, which have made deposits more expensive relative to SONIA, the sterling benchmark rate. That pressure pushed the loan loss ratio up to 12 basis points from 2 basis points a year earlier, as the impairment charge rose to £15.8m from £2.0m. Outgoing group chief executive Andy Golding said: "We have made the conservative assumption that these pressures will not ease, if that is the case, we now expect net interest margin for 2026 to be 215bps to 220bps." That marks a cut from prior guidance of circa 225bps, after net interest margin, the spread between lending and funding rates, fell to 223bps in the first half from 230bps a year earlier. The board also lowered its 2026 return on tangible equity guidance to c.12.5%, down from a previous "low teens" target. The lender's net loan book still grew 1.3% to £26.3bn, with total originations up 10% to £2.3bn, while the interim dividend rose 5% to 11.8p per share. The scale of the reaction shows how sensitive challenger-bank valuations are to forward margin signals, even where headline profit and dividend growth hold up. The guidance cut was disclosed alongside news that Golding will step down as chief executive at the end of August. The CET1 capital ratio, a measure of core capital strength, stood at 15.2% at the end of June, down from 15.8% at the end of last year, giving some sense of the balance sheet cushion behind the reduced profitability outlook. Team Member The AskTraders Analyst Team features experts in technical and fundamental analysis, as well as traders specializing in stocks, forex, and cryptocurrency.
Somo strengthens Midlands and East Anglia presence with another relationship director appointment. Somo has appointed Dhiraj "Sunny" Dhanda as relationship director, further strengthening its regional presence across the Midlands and East Anglia. Dhanda joins from OSB Group, where he was a business development manager supporting the Precise and Reliance brands. He brings over 13 years' experience in the mortgage sector, including seven years in specialist lending and intermediary-facing business development. Commenting on the appointment, Dhanda said: "I'm delighted to be joining Somo and supporting brokers across the Midlands and East Anglia. What really stood out to me was Somo's ambition - not just in its product offering, but in its constant focus on improving the broker experience. I value honesty, clear communication and a forward-thinking approach, and nothing is more rewarding than helping brokers get deals over the line and knowing I've made a real difference."
Interview: Hollands' enhanced OSB role will aid a 'cohesive' structure for brokers. June 16, 2026 Emily Hollands (pictured), recently appointed group head of intermediary sales and distribution at OSB Group, said her new role would bring the two functions together and enact a more efficient, clearer process. In conversation with Specialist Lending Solutions, Hollands said it was the first time OSB Group had a "fully aligned" sales and distribution team across key relationship managers, field- and office-based business development managers (BDMs), and operations. She said this facilitated "stronger broker relationships", with everyone focused on the same goals, and "everybody knows what everyone else is doing, and it means you have a more successful team" that worked harmoniously. Clarity and an enhanced process for brokers. "I think this is a key point from a business and relationship perspective, brokers can now expect a clear chain of command, clear ownership and responsibility over relationships, and more efficient communication," said Hollands. This will enable brokers to know who to go to for each case and be reassured that any queries are escalated and handled in the right way, while providing more support through dedicated business development managers (BDMs), a key relationship manager and a "direct line of sight into the operations teams", Hollands added. Hollands' new role is an "enhancement" of her previous role within OSB Group, she said, as it broadens her responsibilities beyond distribution and networks to include sales. "It means my senior team will work together more closely; they will know what each other is doing, which will trickle down to the BDMs and the other broker support teams. "It's a more cohesive structure that removes any silo working and means we can operate more efficiently," Hollands said. While OSB Group has refined its approach, Hollands said brokers would continue to receive the same level of expertise from its team delivered through a "more joined-up approach" and removing some of the bureaucracy. Tuned in to broker needs. She added that brokers were increasingly expecting this type of structure from lenders, as the market diversified and brokers no longer focused solely on residential or buy-to-let (BTL) business, while also "merging with the addition of further specialisms like commercial, bridging and the like," she said. It is a lender's responsibility to figure out what works best and challenge the status quo, "which I think is what we've done here", Hollands added, continuing: "By aligning it, that's different to what we've done before, but it will work better". Hollands' new role aligns with the OSB Group's wider transformation, including the launch of its BTL brand Rely and the retirement of its specialist residential outfit Kent Reliance last year, as well as onboarding operations onto a new technology platform. She said that previously, different teams may not have known what the other was doing, even though they may be working towards the same outcome. "Now, we are all involved in the transformation programme, and what my head of sales is doing, my key relationship manager knows, whereas that might not have happened before," Hollands added. Ready for the next step. Before her role change, Hollands said she had been carrying out similar duties as group head of distribution for some time, which coincided with her starting a family. Having a young family made it difficult for Hollands to consider her career and the next steps, she said, and it took some time to adjust to balancing her personal and professional life. With 25 years of experience behind her, Hollands felt it was good that she could step back, focus on her family and return to advance her career. "I feel like I'm out of that and can now refocus on what I want from my career. I've been with OSB for a long time; it makes sense to build my career within OSB," she added, saying it was fine to decide to settle in a role for some time before continuing with professional progress. Looking ahead to the next 12-18 months, Hollands will seek future opportunities within the group, with expectations for the transformation and new CEO to bring new opportunities and challenges. She said: "I'm excited about the journey that the business is going on, and I want to be part of it." Hollands said the new role came at the right time when she felt ready to progress in her career. Always striving for success. Hollands said OSB Group has always been known as "the best specialist lender", and her promotion, along with the transformation, solidified that. People often come into the market aiming to compete for market share, but "experience always wins, that's what we've got in abundance," Hollands added. "Not just me, but the entire sales team," she said. The change reinforces OSB Group's commitment to intermediaries, Hollands added, especially at a time when the market seemed uncertain. In response to the question of how OSB Group maintained its position and did not become complacent, Hollands said the worst mistake a leader could make was to not listen to their people and not accept that some will know more than they do. She added: "My job, as a leader, is giving them the platform to communicate that and giving them the tools to find solutions. "It doesn't matter what level you are at, when you're happy to accept those opinions and views, that's when you don't stand still."