29 July 10



Vacancies within enact

  • CUSTOMER SERVICE ADVISORS
  • Team Leader (Remortgage)
  • LEGAL ASSISTANTS (Remortgage)
  • Part Time Outbound Customer Service Advisors


  • For details on how to apply [click here]

    CUSTOMER SERVICE ADVISORS

    JOB DESCRIPTION

     

     

    JOB TITLE:                               Team Player (Customer Service)

     

    GROUP:                                   Shared Services

     

    REPORTING TO:                        Team Leader

     

    OVERALL RESPONSIBILITY:        Responsible for resolving queries in an efficient way and adhering to set service standards.

     

    DUTIES:

     

    This does not set out every responsibility but provides an overview of the main areas of responsibility.

     

    • Liaising with institutional lenders, borrows and legal firms in relation to Remortgage applications. 
    • Answer all queries within service levels. 
    • Liase with customers throughout the Remortgage process. 
    • Liaise with legal teams to ensure all service levels are met. 
    • Liaise with financial institutions in obtaining information. 
    • Input of data onto the computerised system.

    SKILLS

     

    The following skills are essential:

     

    • Excellent communication and customer service skills. 
    • Ability to meet tight deadlines and targets and work under pressure. 
    • Good data input skills. 
    • Good team play, but also ability to work on own initiative. 
    • Good attention to detail. 
    • Good organisational skills. 
    • Previous customer service experience. 

    The following skills are desirable:

     

    • Experience of working in a high volume environment. 
    • Mortgage Knowledge.

    QUALIFICATIONS

     

    The following qualifications are essential

     

    • GCSE Maths and English (Grade C or above)

    Team Leader (Remortgage)

    JOB DESCRIPTION

    1.            JOB TITLE:              Team Leader

    2.            REPORTING TO:     Operations Manager

    3.            REPORTING TO          

                  THIS POSITION:       Team Players

    4.           WORKING HOURS:   Monday to Friday, 9.00am to 5.30pm

    5.            OVERALL RESPONSIBILITY:

     

    To effectively lead a team to produce the highest level of internal and external customer satisfaction, facilitate maximum team performance per month and to create a working environment in which staff retention levels are optimised.

     

     6.            DUTIES:          

    This does not set out every responsibility but provides an overview of the main areas of responsibility.

    ·         Monitor appropriate system work records to ensure that all work is progressed to meet challenging productivity targets.

     

    ·         Monitor of individual performance, quality and productivity.

     

    ·         Ensure that the workload is equitably distributed within the team.

     

    ·         Effectively schedule, and manage, all breaks to ensure that the Team is adequately resourced at all times.

     

    ·         Management of holiday and absence in the team.

     

    ·         Act upon issues concerning performance, time-keeping, absence and holidays promptly and appropriately.

     

    ·         Update the team with changes in procedures.

     

    ·         Facilitate regular team meetings.

     

    ·         Conduct Welfare interviews when Team members return to work following an

          absence.

     

    ·         Conduct all 12 week reviews for new Team Members.

     

    ·         Conduct monthly one to one review meetings for all Team Members.

     

    ·         Ensure that Personal Development Plans for all Team Members are developed, acted upon, maintained and reviewed.

     

    ·         Liase with the departmental manager and in turn the Coach Trainer to ensure that all team members receive on-going coaching, training and development.

     

    ·         Be involved in the resolution of discipline/grievance/performance issues in line with the firm's policies.

     

    ·         Respond to client/service queries or complaints at the initial stages in line with the internal complaints procedure, maintain a complete and accurate file and submit reports as required in a timely fashion.

     

    • Understand all aspects of the process and where appropriate undertake tasks within the

    process.

     

    7.         SKILLS

    The following skills are essential:

    ·         Ability to meet tight deadlines and targets & work under pressure.

    ·         Good team player, but, also ability to work on own initiative.

    ·         Good attention to detail.

    ·         Good communication and customer service skills.

    ·         Good organisational skills.

    ·         Good data input skills.

     

    The following skills are desirable:

    ·         Experience of working in a high volume environment.

    ·         Mortgage Knowledge.

    ·         Previous administrative experience.

     

    LEGAL ASSISTANTS (Remortgage)

    JOB DESCRIPTION

     

     

    JOB TITLE:                              Team Player (Remortgage Legal Assistant)

     

    GROUP:                                   Remortgage

     

    REPORTING TO:                      Team Leader

     

    OVERALL RESPONSIBILITY:   Processing a caseload of remortgage files quickly and efficiently.

     

    DUTIES:  This does not set out every responsibility but provides an overview of the main areas of responsibility.

     

    • Telephone liaison with the client, borrowers and other external institutions.
    •  Work towards the achievement of monthly completions targets whilst maintaining high quality standards. 
    • Identify and take ownership of potential problems, reporting the problem to your Team Leader.
    • Where possible, identify process improvements. 
    • Ensure that all inbound and outbound correspondence, telephone calls, faxes and emails are actioned to agreed service standards and a highly professional level. 
    • Update of case manager computer systems. 
    • Correctly interpret redemption statements and search results. 
    • Date-set of files 
    • Draft Transfer of Equity and Deeds of Postponement.

     

    SKILLS

     

    The following skills are essential:

     

    • Excellent communication and customer service skills. 
    • Ability to meet tight deadlines and targets and work under pressure. 
    • Good team play, but also ability to work on own initiative. 
    • Good attention to detail. 
    • Good organisational skills. 
    • Good data input skills. 
    • Previous administrative/customer service experience.

    The following skills are desirable:

     

    • Experience of working in a high volume environment, 
    • Mortgage Knowledge.

    QUALIFICATIONS

     

    The following qualifications are essential

     

    • GCSE Maths and English (Grade C or above)

    Part Time Outbound Customer Service Advisors

    JOB DESCRIPTION

    JOB TITLE:                  Outbound Team Player (Customer Service)

    DEPARTMENT:            Remortgage

    HOURS:                       We are looking for applicants to work a minimum of 12 hours per week a variety of shift patterns are avilable as follows:

     

                                        Monday to Thursday 5.00pm to 9.00pm

                                        Friday 5.00pm to 8.00pm

                                        Saturday 10.00am to 1.00pm

     

    REPORTING TO:       Team Leader

    OVERALL RESPONSIBILITY:

     

    Responsible for making outbound telephone calls to borrowers.

    To introduce enact and obtain information to speed up the remortgage process

    Ensure the borrower leaves with a favorable and lasting experience 

    DUTIES:          

    This does not set out every responsibility but provides an overview of the main areas of responsibility.

    ·         Work on behalf of enact and the lender in making outbound calls to borrowers who are remortgaging.

    ·         Following a call structure, effectively collate the responses to the required questions so to speed up the remortgage process and clearly outline the service we are offering to the borrower.

    ·         Answer any questions the borrowers may have in regards to the remortgage process.

    ·         Ensure the information gathered is clearly and accurately input on to the ‘case’ system and any questions for the case owner are referred accordingly.

    ·         Call borrowers to check if documents have been received and ask for their return.

     

    ·         Understand and adhere to Data Protection at all times.

     

    SKILLS

    The following skills are essential:

    • Excellent communication and customer service skills.

    ·         Ability to meet tight deadlines and targets & work under pressure.

    ·         Good data input skills.

    ·         Good team player, but, also ability to work on own initiative.

    ·         Good attention to detail.

    ·         Good organisational skills.

    ·         Previous customer service experience.

     

    The following skills are desirable:

    ·         Experience of working in a high volume environment.

    ·         Mortgage Knowledge.

     

    QUALIFICATIONS

     

    The following qualifications are essential

     

    GCSE Maths and English (Grade C or above)

     

     

    How to apply

    We have a track record of internal promotion/career progression, our aim being to develop our people and provide long term career opportunities. We offer a good working environment, excellent training and a competitive salary and benefits package.

    If you are interested in applying for any of the above vacancies please email your covering letter and CV to a member of the Human Resources team:

    recruitment@enact.co.uk

    Human Resources
    enact>

    PO Box HK3
    David Street
    Leeds
    LS11 5QJ

    The Human Resources team is happy to answer any of your queries relating to current vacancies. We also welcome speculative CV's and enquires.