Job Title: Customer Service Advisor

Band: Team Player

Department: Customer Care

Reports to: Team Leader

Main purpose of job

To maximise mortgage retention and sales opportunities in accordance with agreed business objectives, and to provide a high quality customer care service.

Key Accountabilities

• Achieve retention and sales targets
• Meet required compliance and service standards
• Provide daily management information reports on customer retention activity and sales
• Keep Achieving Excellence records up to date
• Contribute towards product and process development
• Assist with the team leader in dealing with complaints

Internal and external relationships

Internal:
Team Leader, Branches and other Head Office Departments

External:
Existing Mortgage Customers and their authorised representatives

Responsibilities for Resources, Financial/Human/Physical

Human:
Maintain good working relationships within the team

Physical:
Security of Equipment

Qualifications, skills and experience

• Ability to communicate well with mortgage customers over the telephone and achieve sales targets
• Good working knowledge of mortgages, products and the remortgage process
• Good team player, displaying professionalism, energy, enthusiasm and commitment
• Experience of Microsoft Word and Excel

For more information on the above position please telephone the Human Resources department on: 0113 225 7654

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