Job Description

We are looking to increase the size of our team, and are currently recruiting for a

Customer Service Analyst (Consumer Outcomes Analyst)

to join the team

.

The role is paying a

salary of 25,000

and is

ideally hybrid

working

, from our Basildon office, however we

may also consider remote working

for candidates located further afield.

Who we are

Stonebridge Mortgage Solutions Ltd is one of the leading dedicated mortgage and protection networks in the UK with a professional community of more than 1,300 mortgage and protection advisers and 600 firms.


Our team is comprised of passionate professionals committed to excellence and continuous improvement. We aim to provide world class support and guidance utilising our cutting-edge systems and regulatory expertise and our revolutionary spirit has the customer at its heart.

Our benefits

Great company culture Competitive salary Performance related bonus (non contractual) 22 days annual leave + your birthday off + up to 3 more annual leave days linked to years of service Company Pension with optional matched additional contributions up to 1.5% Flexibility to work from home Free breakfast, lunch, fresh fruit snacks, hot and cold soft drinks when working in the office 2 days off per annum for charity / community volunteering 2 half days paid leave for 'me time' to support mental and physical wellbeing 1 day paid leave for 'team time' joining your team in a volunteering / community service activity Full programme of employee engagement activities Company reward and recognition schemes Retail discounts and cash back platform Salary sacrifice schemes for home and tech, cycle to work, pension scheme Company sick pay Option to buy / sell up to 5 additional days annual leave Gym Subsidy Employee Assistance Programme 500 employee referral scheme Death in service insurance cover Critical illness insurance cover

The role

The Consumer Outcome Analyst is responsible for completing customer service calls to help determine whether consumers have received the right outcomes and experience from the company who arranged their mortgage or insurance products.


The Analyst will collate, review and report on the outcomes of the service calls to senior management, identifying trends, concerns, and areas for improvement.


The role also has responsibility for supporting the Compliance Operations Team with other MI reporting tasks, such as lender and provider and consumer duty MI.

Key responsibilities

Complete customer care surveys Reporting on customer care surveys Analysis of customer care surveys Lender & Provider MI Consumer Duty MI Compliance Operations Team Tasks

Our ideal candidate

Outbound call handling experience (essential) Excellent communication skills - ability to communicate effectively with customers and adapt their style.(essential) Experience in a previous customer service role (essential) Experience in a telephony-based role (desirable but not essential) Positive Approach- ability to interact positively and professionally with customers.(essential) Strong data entry and computer skills - ability to record, analyse and report.(desirable not essential) Strong organisational and time-management skills (desirable but not essential) Eligibility to work in the UK and everything it takes to successfully complete pre-employment screening (essential).

How to apply

Apply with CV. If you require any reasonable adjustments for any part of the recruitment process, please let our recruitment team know.


Individuals with different cultures, perspectives and experiences are at the heart of the way Stonebridge works. We are committed to equality of opportunity and welcome applications from everyone regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships, and ex-offenders.