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)

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: