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Mortgage Service Co-ordinator

About The Role

Our Telephone Mortgage area continues to grow and we’re looking for chatty, helpful people who are passionate about delivering exceptional customer service, to join them! The Telephone Mortgage Contact Centre provides the first point of contact to all our mortgage customers. It’s a fast paced, friendly and supportive environment where every day is different!

In the role you’ll not only be talking to someone about a mortgage but also could be talking to them about their home. It’s where we spend the majority of our time from and build our lives from but it’s also usually the largest monthly payment someone will have. The impact we can have on a customer’s journey can be huge so, that’s why we’re passionate about providing the best customer service by supporting our customer as much as possible!

The main responsibilities of the role are taking calls from our diverse range of existing and new customers, helping and supporting them through a wide range of mortgage questions and queries. This can be anything from a query on a mortgage payment to helping someone understand if they can afford to buy their first home Taking responsibility by finding first time resolutions for our customers will be important and you'll also support our customer enquiries through inputting information accurately and efficiently.

When needed, you'll work with other departments to help your customer and you'll be happy to as keeping up to date with our products, lending policy requirements and changes will be key. Our aim is to give customers clear, accurate information in a friendly, professional and efficient way. Being passionate about your own development and learning new things will also be key.

We have a clear passion to deliver an exceptional telephone service and achieve quality goals and measures, but this not a sales based role and there are no sales targets. 

You'll be required to work 35 hours a week, flexibly across the Direct Mortgage working hours Monday to Friday 8am - 7pm and Saturday 9am - 2pm. Once you are trained and comfortable in the role you'll work on a hybrid basis working from home and our office in Binley.

Once we've taken you through our supportive training and you're feeling confident, you can progress through our structured accreditation programme helping you grow and increase your pay. If your passionate about your own personal development you’ll have opportunities to build your career in mortgages if you want, or develop in the role.

Please note the recruitment process will start imminently and will involve on-line testing relevant to the role and a zoom interview with the managers from area.

About You

To be successful in the role you'll already have strong experience of working in a customer focused role, with great communication skills. You'll be happy working in a fast paced environment and you'll have the ability of dealing with and understanding more challenging and / or complex situations.

You'll be accurate and keen to learn so you'll have the ability to deal with our customer’s enquiries. Coping with pressures and problem solving ability will be a part of the role so you’ll be a dedicated, professional and committed person with a flexible, team focused approach.

Start date for the role is 8th November and your first 3 weeks will consist of a mixture of on the job learning and training to support you into the role. (Due to the training and to make sure you get the best start to your journey with us, we will not be able to accommodate any holiday in this time frame)

About The Company
Here at Coventry Building Society, we’re proud to be a mutual building society and we’re committed to providing a first class service to our members.

Our people are pivotal in achieving our mission and we’re embarking on an exciting journey to ensure our employee well-being is at the forefront of what we deliver as a function; after all, without our people, we wouldn’t be as successful as we are. 

Best Companies rated us 8th Best Big Company to Work For

ORC Employee Engagement Award for Excellence

Competitive benefits package

Key Information

Role Title:
Mortgage Service Co-ordinator
Salary Details:
£21,473 - £23,159 inclusive of a 10% shift allowance (Dependant on relevant experience)
Number of hours per week:
Coventry-Binley Business Park
Vacancy Type:
Permanent - Full Time
23 Sep 2021