About The Role
Contract type: Permanent
Hours: Full-time, 35 hours
Location: Head Office, Nottingham (Hybrid working, minimum 2 days per week)
Job Responsibilities
* Administer mortgage applications from application to completion in line with policies, procedures and authority limits.
* Maintain the ‘Release My Mortgage Funds’ service by processing fund requests, validating readiness, setting up accurate completion details and completing timely fund releases.
* Act as the first point of contact for Brokers, Solicitors and Customers.
* Build strong relationships and handle enquiries to deliver high customer satisfaction.
* Manage escalations and resolve issues promptly.
* Liaise with third parties to support customer and business needs.
* Escalate risks and service disruptions to protect SLAs and minimise customer impact.
* Work flexibly within a cross-functional team.
* Support continuous improvement of services, processes and procedures.
* Undertake additional tasks to drive efficiency across the customer base.
About You
* Strong communication skills across phone, email and written channels
* Self‑motivated with a proactive approach
* Highly organised, with strong accuracy and attention to detail
* Comfortable working in a fast‑paced environment
* Digitally confident and adaptable to change
* Empathetic, with a strong commitment to doing the right thing for customers
Reward & Benefits
* A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays and enhanced family leave.
* Commitment and dedication to your ongoing personal and professional development.
* For all full‑time roles we work a 35‑hour working week to promote a work/life balance.
* A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
* A strong sustainability agenda – we’re continually finding new ways to be kinder to the environment by reducing our carbon footprint.
* We’re passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation.
* Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.
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