Job Description

Job Summary

The Intermediary Support Adviser plays a vital role in delivering high-quality support and service to our network of intermediaries. This position is responsible for responding efficiently to enquiries, providing timely and accurate information, and ensuring a seamless experience for partners and stakeholders. The associate will act as a key point of contact, facilitating effective communication between internal teams and external intermediaries, with a strong focus on building and maintaining productive working relationships. By proactively identifying and resolving issues, the Intermediary Support Adviser supports the achievement of organisational goals, enhances customer satisfaction, and contributes to the overall success of the business.

Key Responsibilities:

Provide best-in-class customer service to our mortgage intermediary (or broker) partners.

Respond to inbound enquires from brokers, either via telephone or email.

Proactively manage both the telephone and broker support inbox and engage other areas of the business to reach a satisfactory outcome.

Both telephone and email enquiries have associated SLAs and responding in a timely manner and to a high degree of accuracy, is a key requirement for this role.

Where necessary, you will escalate or direct enquiries to the appropriate internal teams and track outstanding requests to resolution.

You will also support our team of field-based Business Development Managers (BDMs) with responding to overflow enquiries when they are attending events and face-to-face broker visits.

There is an expectation for you to build some key relationships with our broker panel and leverage these to ensure high levels of satisfaction with the societies mortgage proposition.

Maintain accurate and up to date records of all broker contacts, queries and application data using internal systems.

Gather feedback from intermediaries about service experience and relay suggestions for process improvements to manager.

Assist with the organisation and administration of broker events, webinars and roadshows, as needed.

Knowledge, skill and qualification requirements:

Experience of customer service in the Financial Services sector is desirable.

Knowledge of the UK mortgage market is desirable.

Individuals with knowledge or experience of working within the mortgage intermediary sector would be welcome to apply.

Strong verbal and written communication skills.

Familiarity with Microsoft suite of IT software (Excel, PowerPoint, etc).

Individuals with a passion for providing excellent service to valued partners.

This is a full-time role working on a hybrid basis with the expectation of attending the Harpenden office twice weekly.

Job Type: Full-time

Pay: 24,500.00-30,000.00 per year

Benefits:

Bereavement leave Company pension Cycle to work scheme Employee discount Enhanced maternity leave Free parking Life insurance On-site parking Paid volunteer time Sick pay Work from home
Application question(s):

Do you have customer service experience in the financial services sector? Do you have knowledge or experience of working within the mortgage intermediary sector?
Work Location: Hybrid remote in Hertfordshire AL5 4HU