Telephone Mortgage Co-ordinator

Our Telephone Mortgage Service area are recruiting and are looking for chatty, helpful people who are passionate about delivering great customer service to join them. It’s a fast paced, friendly and supportive environment, where every day is different!

The role involves taking calls from a diverse range of new and existing customers, helping and supporting them through their different mortgage questions and queries. They can be anything from taking a mortgage payment to helping someone understand if we can help them buy their first home. Taking responsibility by finding first time resolutions for our customers will be important and also supporting customer enquiries through inputting information accurately and efficiently. 

Our Telephone Mortgage Co-ordinators also deal with sensitive or challenging situations including customers needing to complain, experiencing vulnerability or those affected by fraud.

The successful candidate will help customers understand policies and procedures and any changes affecting them, so it will be important to keep knowledge up to date.

We have a clear passion to deliver an exceptional telephone service and achieve quality goals and measures, but this isn't a sales role!

For this role you’ll be confident talking to people and enjoy helping customers. Coping with pressures and problem solving will be a part of the role so you’ll be a professional and committed person with a flexible, team focused approach. You’ll be passionate to learn and develop your mortgage knowledge, as well as being accurate in your work, ensuring the right outcomes for our customers.  

To be successful in this role its essential you have:

• Current experience interacting directly with customers and providing great service on a daily basis
• Excellent communication skills with the confidence to talk to lots of different people
• Experience of talking about products and services and dealing with a wide range of customer queries. 
• Experience of problem solving, handling challenging and / or complex customers’ enquiries in a careful and sensitive way. 
• Good attention to detail with experience of processing customer details or data accurately
• Good problem solving and decision making skills

• Working in a telephony environment
• Mortgage knowledge

Once we've taken you through our supportive training and you're feeling confident you'll have the option to revert to a hybrid working arrangement, working both from home and 2 days in our office in Binley (normally between 3-6 months of joining). 

In 2025, Coventry Building Society purchased The Co-operative Bank. Bringing together our purpose-led building society with the UK’s original ethical bank was the start of an exciting journey.

Trusted by over four million people, we’re a mutually owned business free from shareholders, and with our combined experience of almost 300 years, our ethics and dedication will continue to guide us. Together, we have shared values and an ethical approach towards our members, customers and colleagues.

We’re officially recognised as a ‘Great Place to Work’ and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and comprehensive support for wellbeing. 

We’re serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know you’ll build more than just a career with us.

Flexibility and why it matters

We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.

Proud to be a Disability Confident Committed Employer

We’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.