Your Role
As a Customer Service Agent, you¿ll be the voice of Kensington Mortgage Company (KMC), supporting customers over the phone with queries, complaints, and general mortgage assistance. From account opening to closure, you¿ll ensure every customer receives outstanding service. You¿ll handle a wide range of enquiries from payments and balances to redemptions making a real difference in our customers¿ lives. Key Responsibilities
1. Respond to inbound customer queries on topics such as payments, balances, interest rates, account updates, and terms.
2. Update customer records and process account changes accurately.
3. Investigate and resolve internal and external requests efficiently.
4. Prioritise workloads in line with service standards.
5. Ensure compliance with policies, procedures, and regulations.
6. Assess risk factors during daily tasks.
7. Identify opportunities for process improvements.
8. Maintain strict adherence to regulatory and policy requirements.
What You¿ll Bring
9. Experience in a telephony-based role within a regulated environment (financial services/mortgages preferred).
10. Proven ability in a target-driven, customer-focused setting.
11. Excellent verbal and written communication skills.
12. Empathy and the ability to support vulnerable customers.
13. Strong problem-solving and objection-handling skills.
14. Confidence using Microsoft Office and navigating multiple systems while on calls.
15. A positive attitude towards change and adaptability.
16. High attention to detail and accuracy.
Why Join Us? At KMC, our people are at the heart of our success. We foster a culture of professional growth and work-life balance. Our inclusive environment celebrates diversity in all its forms, ensuring everyone feels respected and valued. We are proud to be an equal opportunity employer, embracing differences in gender, race, identity, ethnicity, and sexual expression. Ready to Make a Difference? If you're passionate about delivering exceptional customer service and want to be part of a team that values your contribution we¿d love to hear from you. Apply today and become part of the Kensington Mortgages family, helping us continue to make a positive impact in our customers¿ lives. Important Information
17. We¿re looking for candidates who can start remotely on Monday 18th May 2026
18. To get the most from our training, please avoid taking annual leave during the first 7 weeks.
19. All offers are subject to background checks, including DBS, credit, and Right to Work.
20. To use our digital Right to Work checks, you¿ll need a valid passport. Otherwise, you¿ll need to visit our Marlow, Buckinghamshire office to present ID.
03-Apr-2026 Home