About this role
About the role Our Telephone Mortgage Service area are recruiting and are looking for chatty, helpful people who are passionate about delivering great customer service to join them. It’s a fast paced, friendly and supportive environment, where every day is different!
The role involves taking calls from a diverse range of new and existing customers, helping and supporting them through their different mortgage questions and queries. They can be anything from taking a mortgage payment to helping someone understand if we can help them buy their first home. Taking responsibility by finding first time resolutions for our customers will be important and also supporting customer enquiries through inputting information accurately and efficiently.
Our Telephone Mortgage Co-ordinators also deal with sensitive or challenging situations including customers needing to complain, experiencing vulnerability or those affected by fraud. The successful candidate will help customers understand policies and procedures and any changes affecting them, so it will be important to keep knowledge up to date.
We have a clear passion to deliver an exceptional telephone service and achieve quality goals and measures, but this isn't a sales role!
Our benefits include: 28 days holiday a year plus bank holidays and a holiday buy/sell schemeAnnual discretionary bonus schemePersonal pension with enhanced contributionsMaternity, paternity and shared parental leaveExtensive wellbeing supportLife assurance (6 times annual salary) We reserve the right to close this advert early if we receive a high volume of suitable applications
About you For this role you’ll be confident talking to people and enjoy helping customers. Coping with pressures and problem solving will be a part of the role so you’ll be a professional and committed person with a flexible, team focused approach. You’ll be passionate to learn and develop your mortgage knowledge, as well as being accurate in your work, ensuring the right outcomes for our customers.
To be successful in this role its essential you have: Current experience interacting directly with customers and providing great service on a daily basisExcellent communication skills with the confidence to talk to lots of different peopleExperience of talking about products and services and dealing with a wide range of customer queries. Experience of problem solving, handling challenging and / or complex customers’ enquiries in a careful and sensitive way. Good attention to detail with experience of processing customer details or data accuratelyGood problem solving and decision making skills Experience in these areas would be helpful: Working in a telephony environmentMortgage knowledge Start date for the role is the 7th December with with your first 3 weeks consisting of a mixture of training and support onsite to get you taking your first calls. Our Mortgage Contact Centre operating hours are Monday to Friday 8am - 7pm and Saturday 9am - 2pm (Saturdays are typically 2 a month and a day off in lieu will be given)
Once we've taken you through our supportive training and you're feeling confident you'll have the option to revert to a hybrid working arrangement, working both from home and 2 days in our office in Binley (normally between 3-6 months of joining).