The Vacancy
Aldermore Group – why we exist
Let us tell you a bit about us
We’re Aldermore – the award-winning bank, trusted and highly rated by over a quarter of a million customers for more than a decade. With our range of specialist mortgages, savings accounts and business finance solutions, we're backing more people to go for it.
We thrive by saying “yes” to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; we open up the lending market to many; and thousands of customers chose Motonovo Finance every week to buy their next car, van or motorbike.
This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose.
Let us tell you a bit about the opportunity
To deliver outstanding service to the Bank’s Business Savings customers, ensuring all interactions comply with the Bank’s policies and procedures. Over time, the role will expand to support the Corporate Deposits team as well.
Day to day, you will build strong relationships with new and existing customers, respond to enquiries, and work closely with a small, collaborative service team - giving you the opportunity to make a real impact and deliver exceptional customer outcomes.
To act as an ambassador of the Bank’s vision to; Back more people to go for it in life and in business.
What will your day look like?
1. Take personal ownership of customer contact across phone, email and secure message channels, delivering prompt, high-quality responses.
2. Work independently and collaboratively to ensure daily workloads are completed and service excellence is maintained.
3. Build strong knowledge of the Bank’s products and confidently handle customer enquiries and requests.
4. Balance outstanding customer service with adherence to regulations, policies and procedures, including resolving complaints and supporting customers impacted by fraud or identity theft.
5. Contribute to the production of operational reports and management information as needed.
6. Support small operational tasks and projects, and once fully trained, assist both Personal Savings and Corporate Deposits teams in delivering first-class service.
What do we expect from you?
7. Proven customer service experience within Financial Services (Savings experience desirable) with at least one year in a customer-facing role.
8. Self-motivated, organised and able to work effectively without close supervision in a fast-paced environment.
9. Strong communicator with excellent people skills, able to engage confidently with customers and colleagues at all levels.
10. Consistent track record of delivering excellent service, including handling complex or challenging customer conversations.
11. Able to remain effective when priorities shift, working through ambiguity to provide clear and accurate customer outcomes.
12. Passionate about customer service and committed to delivering results; experience with system or user acceptance testing is an advantage.
What can you expect from us?
13. A friendly and flexible culture, the same as how we work with our customers.
14. A growing organisation that means there’s lots of opportunities to progress
15. A drive for continuous improvement, which you will be empowered to get behind from day one.
16. And of course, you will be rewarded competitively, with a good range of core benefits and bonus potential.
Please note that we have a thorough referencing process, which includes criminal record checks.
Behaviour Framework
Our behavioural framework underpins our purpose and strategic drivers, as it outlines the behaviours we need to demonstrate in order to succeed. Where our strategic drivers (Stay Ahead Propositions, Relationships That Last and Progressive Platform) outline what we need to do to succeed, our behaviours guide us in how. In your second interview, we’ll ask you to talk through some examples where you’ve demonstrated these behaviours in your previous roles.
The Benefits
As you would expect, we offer a competitive basic salary and reward package, and you’ll also benefit from our commitment to investing in your professional development throughout your journey with us.
Benefits vary across the business depending on the role you do, but these will give you an idea of what to expect:
17. Discretionary bonus scheme
18. Aviva Digital GP
19. Bus And Tram Benefit
20. Employee Assistance Programme
21. Eyecare Voucher & Display Screens/Desk Set-Up
22. Flu Jab Vouchers
23. Group Income Protection
24. Life Assurance
25. Metrolink Annual Pass & Clipper Ticket
26. Microsoft Discounts
27. Private Medical Insurance Shopping Discounts
28. Toothfairy
29. Your Workplace Pension
30. Hybrid Working
31. Critical Illness
32. Cycle To Work
33. Dental Insurance
34. Give As You Earn
35. Government Tax-Free Childcare Scheme
36. Octopus Electric Vehicles
37. Save Our Planet
38. Season Ticket Loan
39. Spouse Or Partner Life Assurance
40. Technology
41. Wearable Technology
42. Wellbeing App
43. Will Writing
Documents