Country: United Kingdom
Join our community:
As a Mortgage Enquiry Consultant, you'll be the first person our customers speak to when they are looking to apply for a mortgage via the telephone or digital channels. You'll be accountable for progressing and tracking initial enquiries through to proceeding with an application, ensuring our customers have a great experience and understand the next steps with their desired choice of channel.
You'll be part of an expansive team, working closely with our Mortgage Relationship Managers and Mortgage Advisers to give our customers a fantastic experience from start to end of their application.
The Mortgage Enquiry Consultant is the initial role in Homes Direct and allows you to gain experience and insight to support progression into the other Mortgage Telephony based roles.
The difference you'll make:
* Determining customer eligibility for mortgage product options, completing key checks and referring customers online, or through to your colleagues to continue the application of their choice, providing a seamless application process
* Delivering an exceptional customer experience in a complex and fast paced environment
* Adhering to all quality and control procedures ensuring the delivery of an excellent customer experience with all quality and risk objectives being met
* Determining and maximising any additional opportunities to discuss additional product offerings where there is a customer need
* Seeking and acting on feedback from colleagues to ensure high quality of referrals and customer satisfaction
What you'll bring:
* Excellent communication and customer service skills to allow you to speak with customers over the telephone (such as articulate, clear, good listening/questioning skills, showing empathy where appropriate)
* A positive attitude and a passion to support and help customers with their mortgage needs.
It would also be nice for you to have:
* Previous customer service experience
* An understanding of Santander Mortgages
* The ability and/or willingness to utilise the available tools to support customers and their outcomes
What else you need to know:
* This full-time permanent role is based in Belfast where you you'll work five seven-hour rotational shifts, between 09:00 to 18:00 Monday to Friday, and 09:00 to 14:00 Saturday, (lieu days will be given when working Saturdays).
* We want our people to thrive at work and home, and also be able to deliver the best outcomes for our customers and to help each other develop. To support this, we offer site-based contracts with a hybrid working pattern and our expected level of attendance in an office is at least 12 days per month (pro-rata for part-time roles).
* If you apply for this role in this location, it's important you consider your travelling distance, time and cost from your home to the office location.
* We're happy to discuss specific working patterns and arrangement within this hybrid approach during the recruitment process.
Inclusion
At Santander we're creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.
How We'll Reward You.
As well as a salary, we offer a wide range of benefits that you can choose from and tailor to your needs.
* £500 annual cash allowance to spend on our great range of benefits. *Include salary where authorised
* 25 days' holiday plus bank holidays, which increases to 26 days after 5yrs service, with the option to purchase up to 5 contractual days per year.
* Eligible for a discretionary performance-related annual bonus.
* Voluntary healthcare benefits at discounted rates. Including: medical insurance, dental insurance, and health assessments.
* Free access to a range of digital health services, including GP.
* Free access to wellbeing apps and up to three weekly online classes.
* We put 8% of salary into your pension, even if you don't contribute yourself. We'll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer.
* Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.
* Support your favourite causes through charitable giving and our community partnerships.
* Share in Santander's success by saving or investing in our share plans.
* 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more.
* As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services
Benefits
Learn more about our benefits and family friendly policies
Right to work in the UK.
Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa / permit this will not influence our decision on whether to progress your application. However, if you do not have a right to work, or an application for a working visa / permit is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer previously made.
What to do next:
If this sounds like a role you're interested in, then please apply.
If there's anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it's a copy of our application form in another format or additional assistance, we're available through email. You can contact us at
Additional Information:
We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.