Broker Support Assistant (Fixed-Term Contract)

Fleet Mortgages; Fleet; Hybrid; GBP 21,000 - 27,000; Part time

Benefits offered by this job

11% Pension scheme

25 days annual leave + bank holidays (

Birthday off

Leave purchasing scheme

Private Medical Insurance

Life Assurance (4x salary)

Enhanced sick pay

Income Protection

Volunteer time off

Family-friendly policies

EV Salary Sacrifice

Free flu jabs

Industry qualifications

Job summary

Fleet Mortgages is seeking a part-time Broker Support Assistant to handle front-line enquiries via telephone, email and live chat, while providing expert knowledge on products and lending criteria. The role supports the sales team and maintains the intermediary database, with a maternity-cover fixed-term contract of at least 12 months.

The ideal candidate will deliver excellent customer service, manage complex queries, and stay compliant with regulatory guidelines, with hybrid working up to 2

Qualifications

• Excellent customer service and relationship management skills.
• Experience working within the mortgage sector or Financial services would be an advantage.
• Proven ability to provide technical guidance and resolve complex enquiries via telephone, email, and live chat.
• Excellent communication skills, with the ability to explain complex technical information clearly and effectively.
• Strong attention to detail with experience maintaining databases and ensuring accurate record management.
• Effective problem-solving and decision-making skills, delivering timely resolutions to customer queries.
• Ability to build and maintain collaborative working relationships across multiple departments.
• Strong organisational skills with the ability to manage a high volume of enquiries while maintaining service standards.

Responsibilities

• Take responsibility for incoming telephone calls, emails and live chat from brokers and intermediaries, resolving enquires and queries to their satisfaction.
• Provide technical expertise to intermediaries on Fleet Mortgages’ products and underwriting criteria. Providing technical IT support to intermediaries and problem solve intermediary portal issues.
• Work with and support the rest of the Sales team.
• Maintain the intermediary database and set up new companies ensuring all internal processes are followed.
• Liaise with Fleet Mortgages Operations departments for pre- and post-sale queries.
• Work collaboratively with all areas of the business.
• Take responsibility for regularly updating own knowledge on company products, processes and procedures to provide the best information at all times.
• Understand and keep up to date on Fleet Mortgages’ competitor’s products.
• Act in a compliant manner always in line with regulatory guidelines.
• Support team members across sales and the whole business to meet service standards and achieve results.
• Hybrid working of up to 2 days per week at home after initial training period.
• 11% non-contributory pension scheme
• 25 days annual leave plus bank holidays (pro-rata for part-time employees)
• Birthday off
• Annual leave buying scheme of up to 5 days
• Private Medical Insurance
• Life Assurance (4x basic annual salary)
• Enhanced Company sick pay
• Income Protection Scheme
• Paid time off to volunteer
• Generous family-friendly policies
• Electric Vehicle Salary Sacrifice Scheme
• Free annual flu jabs
• Opportunity to gain formally recognised industry qualifications

Skills

Customer service

Relationship management

Mortgage/Financial services

Technical guidance

Communication

Database management

Problem solving

Cross-department collaboration

Organisation

Multi-channel support

Job description

The Broker Support Assistant provides technical expertise to our intermediary partners and supports the sales process through answering our front-line telephone enquiries, live chat and managing our intermediary database.

A part of your role as Broker Support Assistant will be to promote Fleet Mortgages and provide expert knowledge on our products, lending criteria and technical expertise to our intermediary partners.

This is a fixed-term contract position to cover maternity leave, therefore the successful candidate will be required for a minimum of 12 months cover, ideally from October onwards, to ensure a sufficient hand over period.

This position is a part-time position working 4 days per week from 9am until 5pm.

Job requirements

• Excellent customer service and relationship management skills
• Experience working within the mortgage sector or Financial services would be an advantage
• Proven ability to provide technical guidance and resolve complex enquiries via telephone, email, and live chat
• Excellent communication skills, with the ability to explain complex technical information clearly and effectively
• Strong attention to detail with experience maintaining databases and ensuring accurate record management
• Effective problem-solving and decision-making skills, delivering timely resolutions to customer queries
• Ability to build and maintain collaborative working relationships across multiple departments
• Strong organisational skills with the ability to manage a high volume of enquiries while maintaining service standards.

Job responsibilities

• Take responsibility for incoming telephone calls, emails and live chat from brokers and intermediaries, resolving enquires and queries to their satisfaction.
• Provide technical expertise to intermediaries on Fleet Mortgages’ products and underwriting criteria. Providing technical IT support to intermediaries and problem solve intermediary portal issues.
• Work with and support the rest of the Sales team
• Maintain the intermediary database and set up new companies ensuring all internal processes are followed.
• Liaise with Fleet Mortgages Operations departments for pre- and post-sale queries.
• Work collaboratively with all areas of the business
• Take responsibility for regularly updating own knowledge on company products, processes and procedures to provide the best information at all times.
• Understand and keep up to date on Fleet Mortgages’ competitor’s products.
• Act in a compliant manner always in line with regulatory guidelines.
• Support team members across sales and the whole business to meet service standards and achieve results.
• Hybrid working of up to 2 days per week at home after initial training period
• 11% non-contributory pension scheme
• 25 days annual leave plus bank holidays (pro-rata for part-time employees)
• Birthday off
• Annual leave buying scheme of up to 5 days
• Private Medical Insurance
• Life Assurance (4x basic annual salary)
• Enhanced Company sick pay
• Income Protection Scheme
• Paid time off to volunteer
• Generous family-friendly policies
• Electric Vehicle Salary Sacrifice Scheme
• Free annual flu jabs
• Opportunity to gain formally recognised industry qualifications