Valuation Operations Coordinator

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver.  We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally.  We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities.  This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale.  We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

This role is the operational control point for the internal valuations function. It ensures valuation requests are complete, appropriately triaged, allocated, tracked and evidenced, enabling RICS-qualified valuers to focus on technical assessment and assurance. The role does not make technical valuation judgements or credit decisions.

• The Valuation Operations and Workflow Coordinator owns the efficient and controlled flow of back book valuations through the end-to-end process.
• The role holder will coordinate case allocation, triage support,  maintain documentation and reliable records and ensure that cases meet agreed service levels, coordinates operational MI and governance requirements.
• Act as the first operational point of contact for valuation requests, ensuring each request is logged, complete and traceable from receipt to closure.
• Coordinate workflow and allocation across internal valuers and external panel providers in line with agreed methodology, capacity, allocation and conflict-of-interest rules.
• Maintain accurate and timely records in the authoritative valuation system and valuation register, including supporting evidence and audit trail.
• Monitor case progress, due dates, service-level performance, outstanding actions and exceptions; escalate emerging risks or delays promptly.
• Produce and coordinate operational MI that provides clear visibility of requests/demand, outputs, backlogs, turnaround times, exceptions, data quality and supplier performance.
• Support a robust control environment through reconciliations, document control, evidence retention and data-quality checks.
• Provide dependable administrative and workflow support to the RICS-qualified surveyor team, while respecting the separation between operational coordination, technical judgement and credit decision making.

Key Responsibilities

• Case intake and triage support.  Receive and log valuation requirements arising from periodic regulatory revaluations, new lending post valuation queries, impairment or provisioning amendments, valuation expiry and data-quality exceptions.
• Instruction preparation and allocation.  Prepare clear, complete instructions for external providers or internal assessment, including the agreed scope, valuation basis, property details, lending information and required completion date.
• Workflow management and service delivery. Maintain an accurate live workflow view of all cases, including stage, owner, due date, ageing, dependency and status.
• System data and evidence management.  Maintain and update valuation systems and registers promptly for onward use and visibility to  impairment and capital requirements as appropriate.
• MI reporting and supplier performance.  Coordinate monthly operational MI covering demand, outputs, turnaround times, backlog, service-level performance, data quality and revaluation activity.
• Controls and continuous improvement.  Operate in line with valuation policy and methodology standards.  Maintain a controlled audit trail for each case.  Identify opportunities to simplify workflow, reduce manual effort and utilise AI where appropriate to strengthen data quality and improve MI, controls or system use

Skills & Experience

• Experience of case management and workflow coordination, operational controls or MI within a regulated financial services, property or lending environment.
• Strong administrative control, organisation and prioritisation skills, with the ability to manage multiple workstreams and fixed deadlines.
• Excellent attention to detail and a proven ability to maintain accurate, complete and auditable records.
• Confident use of data systems and reconcile records, identify exceptions and produce meaningful MI.
• Ability to communicate clearly and constructively with internal stakeholders, RICS professionals and external suppliers.
• Understanding of residential and/or commercial property valuations, lending collateral or panel-management processes is desirable.
• Awareness of data protection, record retention, outsourced supplier controls and conduct expectations in a regulated lending environment.

Education/Professional Qualifications

Shawbrook is committed to providing opportunities to all candidates, and understand that not all candidates may possess a qualification or education aligned to the role. We will assess each candidate on their individual experience and skills, and not solely on level of education.

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done