Customer Service Supervisor responsible for call center operations, coaching agents, and ensuring compliance. Leading a team of up to 12 employees and optimizing service delivery operations.
About the role
- Lending Support Specialist working as part of the Mortgage Operations team. Onboarding brokers and handling inquiries to facilitate service excellence.
Responsibilities
- Discuss lending policy, processes, and products and guide through the mortgage application system/aid submission.
- To develop key relationships with brokers to understand their business issues and priorities.
- Handle telephone, live chat and written enquiries from intermediaries and deal with all administration processes to enable new and continued business
- Dealing with queries on how to structure a case and general broker inquiries pre-DIP/FMA.
- Owning and resolving issues and understanding how and when to escalate.
- Developing and building effective working relationships with key stakeholders within and outside of the immediate business area.
- Supports Mortgage Operations teams with sending out Mortgage offers, allocating post and emails and any other adhoc projects /processes as required
Requirements
- An experience of working in a relevant environment market/context, i.e. front-line broker/customer service within mortgages
- A proven track record of understanding brokers’ needs and delivering excellent customer service; able to remain calm under pressure
- IT literate, including Microsoft Office
- Strong professional communication skills, both oral and written with experience in sharing information effectively, in a clear, concise, and professional manner
- Experience in making timely and informed decisions
- Flexibility and open to change and innovation
Benefits
- Competitive salary
- 25 days holiday PLUS your BIRTHDAY off
- Pension contribution with Royal London
- Life Assurance
- Private medical, dental and optical health insurance with Axa
- Hybrid working – Wrexham
- Free breakfast available
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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