Broker Support Associate (Fixed-Term) — Hybrid 4 days/wk

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

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