Bachelor’s mortgage support advocate (Buy-to-Let) position located in West Bromwich, office-based until successful completion of probation.
Salary:£25,842 per annum
Hours: 35 hours per week
Contract: Permanent
Location: West Bromwich: Office based until successful completion of probation
What The Role Will Look Like
* Be there when our customers need us in a way which suits them, chatting to customers on the phone, by email, live chat and through written correspondence.
* Act as a primary contact, providing the right information, first time, for BTL customers, including where Law of Property Act (LPA) receivers have been instructed or possession of the property obtained.
* Work on customers’ accounts with care and attention to detail to support them throughout the journey and make interactions easier.
* Reach out to customers to establish/maintain contact, keeping them updated and looking at how we can support them.
* Handle queries with confidence, whether it’s about their account, support options or anything else the customers need.
* Liaise with third‑party suppliers who offer additional support to our customers or take further action where necessary.
* Stay up to date on regulation, policies and procedures so you’re always ready to share your knowledge and support with our customers.
What You Will Bring To The Role
* Show up every day with a positive, helpful, and supportive attitude and make a heartfelt impression on our customers.
* Be customer‑centric, with a genuine interest in customers and their needs.
* Have an infectious team spirit, be ready to collaborate, share ideas, and work independently, prioritising and managing your own workload to be available when our customers need us.
* Communicate calmly, clearly and confidently, ensuring others feel heard.
* Demonstrate empathy by putting yourself in others’ shoes, listening, understanding and offering support to all customers and colleagues.
* Show the confidence to challenge existing policies, processes and procedures to deliver the right outcome, not just the easy one.
* Be flexible, stepping up to help your team and others during busy times.
* Be tech‑savvy, comfortably using a computer and the Society’s systems once trained.
* Have previous experience delivering great customer service.
* Maintain a curious mindset, ready to learn, grow, and develop new skills.
We value a diverse range of skills and experiences. If you do not meet every single requirement but are passionate about the role, we encourage you to apply.
Whats In It For You
* Development opportunities and promotion from within wherever possible.
* Holiday starting at 175 hours (25 days) plus bank holidays that grow with your time with us, and the option to buy or sell up to 5 days holiday each year.
* Two paid volunteering days a year.
* Living Pensions: scheme starting at 5% contribution from you and 7% from us, with matching your further contributions up to 10.6%.
* Enhanced maternity, paternity and adoption leave with paid fertility treatment, neonatal and pregnancy loss leave.
* Life assurance provided by the Society at 4 times your salary.
* Yearly performance‑related pay scheme and pay review.
* Private medical insurance discounted as your time grows, with option to include family members.
* Salary Sacrifice Electric/Hybrid Car Scheme.
* Perkbox account – 24/7 access to perks, benefits, discounts, wellbeing tools and more.
* Flexible working options, wellbeing support and a whole heap of warm West Bromness.
Why Choose the West Brom
We’ve been named one of The Sunday Times’ Best Places to Work. It reflects our warm, inclusive and supportive culture and the value we place on people. We want you to feel like you truly belong.
We’re a Disability Confident Leader and encourage disabled applicants and those from diverse backgrounds to apply. We’ll do what we can to adjust our recruitment journey and offer a guaranteed interview to disabled applicants who meet our criteria. If you need any support with applying, get in touch at careers@westbrom.co.uk.
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