Mortgage Support Advocate (Buy-to-Let)
Salary: £25,842 per annum
Hours: 35 Hours
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, chatting to customers on the phone, by email, live chat, and through written correspondence.
* Be a primary contact, providing the right information at 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 or 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 when 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:
* A positive, helpful, and supportive attitude that leaves a heartfelt impression on our customers.
* A customer‑centric approach and genuine interest in customers and their needs.
* An infectious team spirit, ready to collaborate and share ideas, but also able to work on your own initiative and manage your workload.
* A calm, clear, and confident communicator who gets their point across and makes other people feel heard.
* Empathy, listening, understanding, and offering support to all customers and colleagues.
* Confidence to challenge existing policies, processes and procedures to deliver the right outcome, not just the easy one.
* Flexibility, stepping up to help teams during busy times.
* Tech‑savvy, able to use a computer and work your way around our systems once we’ve shown you the ropes.
* Previous experience delivering great customer service.
* Curiosity, open to learning, growing and taking on new challenges.
What’s 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 opportunity to buy or sell up to 5 days holiday each year.
* 2 paid volunteering days a year.
* Living Pensions: Pension scheme starting at 5% contribution from you and 7% from us, with matching of further contributions up to 10.6%.
* Enhanced maternity, paternity and adoption leave with paid fertility treatment, neonatal and pregnancy loss leave.
* Life assurance at 4 times your salary.
* Yearly performance‑related pay scheme and pay review.
* Private medical insurance, discounted as your time with us grows, with the option to include family members.
* Salary Sacrifice Electric/Hybrid Car Scheme.
* A Perkbox account – 24/7 access to perks, benefits, discounts, wellbeing tools and more.
* Flexible working options and wellbeing support.
Our Commitment to Equality
We’re a Disability Confident Leader and encourage disabled applicants and all 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 what we’re looking for.
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