About Buildstore
Buildstore is the UK's leading provider of specialist support, finance, and services for self-builders and custom home projects. We guide clients from their initial mortgage offer through every stage of their build journey, ensuring smooth stage payments and ultimately transitioning them to a long-term residential mortgage once the home is complete.
Role Overview
As a Customer Support Executive, you will be the key point of contact (POC) for clients once they receive their initial mortgage offer. You will guide them through the build process, manage stage release requests, and provide proactive support to ensure projects progress smoothly. Ultimately, you'll play a critical role in retaining the client by transitioning them onto a suitable residential mortgage at completion.
This is a client-facing role requiring excellent communication, organisational skills, and a proactive approach to problem-solving.
Key Responsibilities
* Act as the primary contact for clients from mortgage offer stage through to project completion.
* Support clients in managing stage release requests in line with lender requirements and build progress.
* Proactively monitor build timelines, liaising with lenders, surveyors, solicitors, and internal teams to ensure smooth fund releases.
* Provide clear, timely communication and guidance to clients on requirements and next steps throughout the build journey.
* Identify potential issues or delays early and escalate/resolution manage as needed.
* Ensure accurate documentation, client records, and compliance with FCA and company standards.
* Build trusted, long-term relationships with clients to secure retention and transition to a residential mortgage upon build completion.
* Collaborate with colleagues across mortgage advisory, underwriting, and customer service to deliver a seamless client experience.
Skills & Experience
* Previous experience in mortgage administration, customer support, or financial services preferred.
* Strong understanding of mortgage processes; knowledge of self-build mortgages is advantageous.
* Excellent communication and interpersonal skills with a customer-first mindset.
* High attention to detail, strong organisational and multitasking abilities.
* Proactive, problem-solving approach with ability to manage multiple client cases simultaneously.
* Comfortable working with CRM systems and Microsoft Office suite.
What We Offer
* Competitive salary with performance incentives.
* Comprehensive training on self-build finance and Buildstore's unique services.
* Opportunities for career progression within a growing specialist business.
* Supportive team culture with a client-focused ethos
Job Types: Full-time, Permanent
Pay: From £25,000.00 per year
Work Location: In person