Job Description

About the role

Our Telephone Mortgage Service area are recruiting and are looking for chatty, helpful people who are passionate about delivering great customer service to join them! It's a fast paced, friendly and supportive environment, where every day is different!



The role involves talking to lots of different people by taking inbound calls from a diverse range of new and existing customers, helping and supporting them through different mortgage questions and queries. They can be anything from taking a mortgage payment to even helping someone understand if we can help them buy their first home. Taking responsibility by finding first time resolutions for our customers will be important and also supporting customer enquiries through inputting information accurately and efficiently.



We have a clear passion to deliver an exceptional telephone service and achieve quality goals and measures, but this isn't a sales based role!

Benefits:

25 days holiday a year plus bank holidays and a holiday buy/sell scheme Annual discretionary bonus scheme Personal pension with matched contributions Maternity, paternity and shared parental leave Extensive wellbeing support Life assurance (6 times annual salary)

Find out more about the fantastic benefits of joining Coventry Building Society

here

We reserve the right to close this advert early if we receive a high volume of suitable applications.




About you

For this role you'll be confident talking people and enjoy helping customers. Coping with pressures and problem solving will be a parts of the role so you'll be a professional and committed person with a flexible, team focused approach. You'll also be passionate learning and developing your mortgage knowledge as well as being accurate and keen to learn so you'll have the ability to deal with our customer's enquiries.



To be successful in this role its essential you have:


Current experience in a customer focused role, providing exceptional service on a daily basis. Excellent communication skills with the confidence to talk to lots of different people Experience of handling more sensitive, challenging and / or complex customers' enquiries Good problem solving and decision making skills

Desirable experience will include:


Working in a telephony environment Mortgage knowledge

Once we've taken you through our supportive training and you're feeling confident, you can progress through our structured accreditation programme, helping you grow in the role and increase your pay. You'll also revert to a hybrid working arrangement, both from home and 2 days in our office in Binley (normally after 3-6 months of joining).



Start date for the role is the 1st December with with your first 4 weeks consisting of a mixture of training and support onsite to get you taking your first calls. Our Mortgage Contact Centre operating hours are Monday to Friday 8am - 7pm and Saturday 9am - 2pm (Saturdays are typically 2 a month and a day off in lieu will be given)
About us

We're one of the largest building societies in the UK and we share a mutual goal across our branches and our offices to improve the lives of others.



We're officially recognised as a 'Great Place to Work' and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and comprehensive support for wellbeing.



At the beginning of the year, The Co-operative Bank officially became part of our Group. Together, we have shared values and an ethical approach towards our members, customers and colleagues.



We're serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know you'll build more than just a career with us.



All together, better.

Flexibility and why it matters

We understand the need for flexibility, so wherever possible, we'll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.

Proud to be a Disability Confident Committed Employer

We're proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.


Location



Coventry-Binley Business Park