Customer Support Specialist
A great opportunity to work for one of the leading employers in the area who offer professional and structured training and development opportunities.
* Based in Epsom
* £27,000 - £28,000 (DOE) + discretionary bonus
* 25 days holiday (rising to 28 days with service) + bank holidays
* Hybrid (after training)
* Monday to Friday – 9.00 am – 5.30 pm
Purpose of the role:
To deliver an exceptional experience for every customer through the efficient and accurate administration of mortgage and savings accounts.
Key Responsibilities:
Customer & Service Excellence
Act as a trusted and empathetic point of contact for customers, ensuring every query and complex case is resolved efficiently, accurately, and with care.
Manage all aspects of complex mortgage administration including Buy to Let, Transfer of Equity, Interest Only mortgages, and other specialised schemes, ensuring fair and timely outcomes.
Handle sensitive cases such as deceased customer accounts, Powers of Attorney, and third-party authorities with compassion, professionalism, and respect.
Prepare clear, accurate, and customer-focused correspondence and documentation, ensuring every communication demonstrates our commitment to doing the right thing.
Operational Delivery & Continuous Improvement
Administer mortgage arrears processes in line with policy, providing accurate reports and supporting legal recovery procedures that balance business needs with customer fairness.
Manage all centrally controlled reporting (daily, weekly, monthly, and ad hoc), ensuring accuracy, timely action, and effective communication of results.
Participate in testing of new products, system changes, and processes to ensure enhancements improve the customer and colleague experience.
Identify and suggest opportunities to streamline processes, enhance service, and improve consistency — showing that we are always learning.
Collaboration & Team Support
Provide responsive and knowledgeable support to Service Teams and colleagues, ensuring a seamless experience for customers across all touchpoints.
Share knowledge and expertise to coach and train team members, fostering development and collaboration across the department.
Build positive relationships with internal teams and external partners to strengthen communication, cooperation, and collective success.
Represent the team in meetings and working groups, contributing ideas and insights that help us continue to evolve and improve.
Skills & Attributes:
* Proven experience in administration, ideally within financial services.
* Strong customer service skills with the ability to manage complex and sensitive interactions professionally and empathetically.
* Excellent attention to detail and commitment to getting things right first time.
* Calm, professional approach under pressure with sound judgement and decision-making skills.
* Strong organisational and time management skills with the ability to prioritise effectively.
* Clear, confident communication skills — written, verbal, and digital — that reflect respect and understanding.
* Analytical mindset with confidence using Excel and data to support insight and improvement.
* Team player with the ability to coach, support, and build positive relationships with colleagues.
* Curious, proactive, and open to change — demonstrating that we are always learning.
Benefits:
* Pension Scheme
* BUPA Membership
* Professional Study Support
* Free Parking
* Social Events
* Staff monthly draw
* Perkbox
* Life assurance
* Income protection
* Season ticket loan
* Buy and sell holiday
Refer a friend and earn £100! If you have a friend who is also searching for a new opportunity in the local area, recommend Optima and if we place them (providing they complete their 3-month probation period), you will receive a £100 retail voucher of your choice!
Please note that if you have not been contacted within 5 working days, then unfortunately on this occasion your CV has not been shortlisted.
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Optima Recruitment Limited are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer