LendInvest is the UK’s leading FinTech platform for property finance. Over the past 17 years, we have grown from just our two founders to a team of over 200 working to make property finance simple for everyone. A workplace culture built around trying new things, getting things done, and having fun while we do it has helped us lend more than £7.5 billion of mortgages, put thousands of new or improved homes into the UK housing market, and successfully launch on the London Stock Exchange. We have big plans to continue growing the business, our products, our technology, and our people. About your work We are looking for a Broker Support Advisor to join our Operations Team, acting as the dedicated service champion for our partners. This role moves away from traditional sales targets and focuses on service excellence, providing high-quality support via telephony and web chat for our intermediary partners and internal stakeholders. The position is ideal for a detail-oriented individual who takes pride in solving problems and ensuring a smooth journey for our brokers. The successful candidate will work closely with Underwriting and Sales teams. Reporting to the Customer Experience Team Leader, you will be responsible for the quality of the broker experience, managing incoming queries and ensuring our partners have the support they need to succeed. Ideally, you will have previous experience in a service-led financial services role. This opportunity is on a hybrid working basis at our Glasgow office. Key responsibilities Acting as the primary point of contact for incoming telephone and web chat queries, focusing on "first contact resolution" for brokers. Managing the enquiries inbox for our BTL, Resi and Bridging products. Guiding new brokers through our registration process and systems, ensuring they are set up correctly and understand how to submit business to us. Liaising between brokers, Business Development Managers, and Underwriters to identify and remove blockers in the application journey. Maintaining deep knowledge of our lending criteria to provide accurate technical guidance to brokers, reducing the number of declined or returned applications. Managing broker data records, performing regular data cleanses, and ensuring all interaction logs are compliant and up to date. Ensuring all communications and file progressions adhere strictly to TCF (Treating Customers Fairly) and internal compliance standards. About you A strong background in customer service, case management, or sales support (essential). Excellent attention to detail with a "right first time" approach to administration. Exceptional problem-solving skills and the ability to de-escalate complex queries. Strong written and verbal communication skills, capable of explaining complex criteria clearly. Experience working in a regulated environment (Financial Services/Mortgages preferred). Previous experience working in a team environment Recognised mortgage market qualification (CeMAP) is desirable but not essential; a willingness to learn technical lending policy is ke y. Benefits & perks Competitive salary company bonus scheme Hybrid working policy ️ 25 days holiday (increasing with the length of service) Private healthcare Enhanced parental leave Matched pension contributions up to 4% Critical illness cover Employee Assistance Programme & Mental Health support Life assurance Regular performance reviews to promote a culture of growth and development Leadership training for managers Give as you earn scheme for charitable donations Support for attending conferences and professional learning & development Discounts via Perkbox Cycle to work scheme Season ticket loan Electric car loan scheme Monthly socials & annual offsite Diversity, Inclusion & Belonging at LendInvest At LI we believe in bringing your whole selves to work, we are committed to a culture of belonging where individuals can form a genuine community. We are proud to be an equal opportunities employer and are committed to building a team that represents a variety of backgrounds, perspectives and skills.