Customer Service Advisor

Customer Service Advisor – Servicing

35 hours a week – Monday to Friday, rota between 8am and 6pm

Heard of us?

We’re an award-winning bank; backing people to fulfil life’s hopes and dreams.

Now is your chance…

The servicing team is a vital support role within our in life mortgages team, providing a customer service support to our existing customers across the life of their mortgage. The team deals with a variety of queries including but not limited to liaising with solicitors, handling vulnerable customers and processing payments.

The role of Customer Service Advisor is really important to us. You will provide a helping hand to our residential mortgage customers day to day, in a great team environment to grow your career.

When the time is right, we would love to welcome you to our Wilmslow office. In the meantime you may be based remotely. You’ll be made to feel part of your new team by your Line Manager and colleagues through regular contact and virtual interaction.

What would your day look like?

• Addressing incoming customer contact by phone
• Recording relevant feedback and escalating issues as necessary
• Resolving ad-hoc customer queries and requests
• Applying payments, amending account and case details
• Effective complaint handling and escalating where necessary
• Contributing to development of new processes and practices
• Assisting with the annual review process

What do we expect of you?

• Excellent customer service focus
• Strong telephony skills and experience (Call centre background is ideal)
• Experience of working within a regulated, banking or financial services environment
• Confidence with the ability to handle challenging objections whilst maintaining relationships
• Knowledge of the current mortgage market preferred

What can you expect of us?

• A friendly and flexible culture, synonymous with our proposition to our customers.
• A growing organisation that defines itself as being nimble, lean and strong.
• A drive for continuous improvement, which you will be empowered to get behind from day one.
• A communicative, accessible and approachable ExCo.

And of course, you will be compensated competitively, with a good range of core benefits and bonus potential.

Still Curious?

Aldermore Group was formed by bringing together two very successful businesses, Aldermore Bank and MotoNovo Finance, under the First Rand umbrella. Whilst our parent company operates internationally from their HQ in South Africa, we are a UK-based financial services specialist that supports our customers across a range of products and services.

Underpinned by our strategic blueprint, “backing people to fulfil life’s hopes and dreams”, we thrive upon saying “yes” to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; and we open up the lending market to many.

This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose over the course of the next 3 to 5 years.

Join us today and we will make the same promises to you as an employee, as we do to each of our customers. We value your differences; welcoming applications from all sections of society. We continue to build an inclusive, empathetic and creative environment; where your views and contributions will inspire new ways of thinking.

#backingyoutobringyourbest

Aldermore is an equal opportunities employer.

We do not accept speculative agency CVs. Any CV received by Aldermore will be treated as a gift and not eligible for an agency fee. PSL agencies should only send CVs if authorised to do so by HR.

Where a DBS check or CIFAS check is identified as necessary, all application forms, job adverts and recruitment briefs will contain a statement that an application for a DBS certificate or a CIFAS check will be submitted in the event of the individual being offered the position.