Are you passionate about delivering excellent customer service and keen to build a career within financial services? Were recruiting for a Customer Service Advisor to join a growing Intermediary (Broker) Team within a well-established and respected financial services organisation.
The Role As a Customer Service Advisor, youll play a key role in supporting mortgage brokers and ensuring a smooth, high-quality service experience. Youll handle inbound enquiries, provide guidance on products and processes, and help build strong broker relationships.
Key Responsibilities
Manage inbound telephone calls and prioritise emails to shared business development inboxes
Support brokers via LiveChat and online platforms
Assist with product queries and new mortgage submissions
Process new broker registrations within agreed SLAs (24 hours)
Guide brokers through the online broker portal and available resources
Promote a right-first-time approach to case submissions
Act as an ambassador for the organisation and its services
About You
Strong written and verbal communication skills
Excellent organisation, time management, and problem-solving abilities
Confident decision-maker with a customer-first mindset
Able to build and maintain professional relationships
Knowledge & Experience
Previous experience in customer service (financial services desirable)
Understanding of the mortgage broker sector or intermediary environment
Basic knowledge of UK mortgage regulation (FCA/PRA) or willingness to learn
Whats on Offer Permanent, full-time position
Hybrid working mainly remote after initial training (1 day per month in the office)
Office location: Saffron Walden.
Supportive team environment with clear development opportunities
Regulatory Commitment Youll be expected to adhere to FCA and PRA individual conduct rules, demonstrating integrity, professionalism, and a customer-focused approach at all times.
If youre looking to take the next step in your customer service or financial services career, wed love to hear from you.
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