Customer Service Adviser

Job Title: Customer Service Adviser     

Basis: Full time, Permanent, Employed role

Location: Office Based in Peterborough PE8 6TJ

Target: Minimum of 12 Months experience telephone-based customer service, preferably in mortgage administration and case progression.

Rewards: Starting salary of £22,500 with incremental increases in line with role progression. Performance related bonuses. OTE £27,000.

Role Progression:  Opportunities to join our Trainee Mortgage Advisor programme or Mortgage Academy subject to performance and application.

Working Hours: Monday to Friday 9am-5:30pm with occasional overtime. No weekends required

Timeline: Immediate interviews with a range of start dates 

IMH is part of The New Homes Group, the UK’s leading new homes mortgage specialist.

IMH is dedicated to delivering a Lifetime of Mortgage Service to our existing customers. We have over 70,000 Lifetime Members and each year over 10,000 of our members will see their existing mortgage rate expire and will return to us to arrange their new mortgage deal.

As a Customer Service Adviser you will have a key role to play in managing our customers’ mortgage journey and their mortgage renewal experience with us.  As you’ll ideally already have experience in mortgage application progression, you’ll realise how stressful and difficult the mortgage journey can sometimes be for customers.  At IMH our customers are at the heart of our thinking and you will be expected to adopt a sense of ownership of their mortgage application, proactively progressing the paperwork throughout the underwriting journey and providing our customers with updates and solutions to any problems encountered along the way.

You will already have good experience in telephone customer service and demonstrate a positive and highly professional manner. Some mortgage industry experience is preferable but not essential. As a whole of market national mortgage broker, the learning opportunities are vast and the pace rapid. You will therefore be highly motivated, extremely disciplined, well organised, and detail focused. Your desire to excel while delivering a first-class customer experience is most important of all.

Your career is important to us. We are passionate about training and development to help you realise your full potential. We pride ourselves on the number of colleagues who have developed and progressed with us into many new and varied roles.  This particular role represents a fantastic introduction to mortgage and financial service for those with career aspirations in this sector.

Main Purpose of Job:

• Delivering the highest level of customer service and professionalism to our mortgage customers
• Driving customer mortgage applications through offer and to completion
• Providing regular and proactive updates to our customers
• Co-ordinating with lenders and solicitors to gather and provide documents and information
• Helping customers with questions and enquiries relating to their mortgage application
• Maintain supportive and effective working relationships with our mortgage advisers
• Fulfilling all role based learning and development objectives

Required Knowledge, skills and qualifications:

• Excellent interpersonal skills, with outstanding communication and listening skills, with the ability to explain complex information in a clear and simple way.
• Able to accurately record and assess information in live contact environments.
• You will be highly accurate, numerate and literate. A competent Microsoft Office user, including Excel, Word and Outlook, and be able to quickly adapt to new software packages and online processes.
• You will possess a proven track record in mortgage case progression and customer service and have the personal determination to meet and exceed all standards and expectation set.

Benefits: 

• Permanent Full Time Role.
• Extensive induction coupled with an ongoing training, support and development program.
• 28 days paid holiday including Bank Holidays.
• Unrivalled opportunities for progression, promotion and personal development in an expanding business.
• Contributory workplace pension.*
• Generous Staff referral bonus scheme.*
• Death in service cover.* 
• Free Blue-Crest Prevention plus Health Screening*
• Beautiful offices based in a countryside setting in a converted barn with free on-site parking

(*T&Cs Apply)

If this role sounds of interest, please forward your CV by clicking Apply Now, or call Elliott Pennell on (phone number removed).