Business Service Representative

Suffolk Building Society; Ipswich; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

26 days leave + bank holidays

Comprehensive training

Pension scheme

Life insurance

Healthcare plan & discounts

Discretionary annual bonus

Volunteer opportunities

Job summary

Suffolk Building Society is recruiting a Business Service Representative to support our broker network from Head Office, providing first-class telephone and email assistance, shaping mortgage cases, and ensuring timely, accurate service with the sales team.

You will build lasting broker relationships, resolve queries, and use digital tools to improve service delivery. We offer comprehensive training, a pension scheme, life insurance, healthcare plans, and volunteering opportunities.

Qualifications

• A passion for delivering excellent customer service.
• Strong communication and listening skills.
• Confidence to build and maintain relationships over the phone.
• Ability to embrace new technologies and digital tools to enhance service delivery.

Responsibilities

• Provide professional and helpful telephone and email support to brokers.
• Help brokers shape quality mortgage cases before they're submitted to our lending team.
• Work with colleagues across the wider sales team to support applications, completions, conversion and broker satisfaction.
• Build positive, long-lasting relationships with new and existing brokers.
• Help resolve broker queries, issues and complaints, escalating them appropriately when required.
• Assist the wider sales team by producing accurate MI reports as needed and distributing through relevant channels.
• Work collaboratively across the Society to deliver a consistently high standard of service.

Skills

Customer service

Communication

Telephone confidence

Tech savvy

Team player

Tools

CRM software

Job description

Business Service Representative - A Good Place to Be

Location: Head Office, IP3 9SJ

Salary: £ 26,705.35 per annum + great benefits

Hours: Monday to Friday, 9am to 5pm (35 hrs per week)

About Us

At Suffolk Building Society, we're more than just a financial institution-we're a community. As a member-owned organisation, we put people first, not shareholders. That means everything we do is driven by our values and our commitment to making a positive impact.

We offer:

• Development - Your growth matters to us. From day one, you'll receive full training, ongoing support, and opportunities to progress in your career
• Equality, Diversity & Inclusion - We're serious about creating an inclusive, welcoming environment where everyone can be their authentic self
• Career Progression - Whether you're looking for stability or want to advance in financial services, we'll support your journey
• Community Focused - We're dedicated to supporting local communities, charities, and promoting ethical practices in everything we do

About the Role

As a Business Service Representative, you'll play an important part in supporting our broker community. As one of the first points of contact for new and existing brokers, you'll represent the Society through first-class telephone and email support. You'll build strong relationships, help brokers shape potential mortgage cases and make sure they receive the support they need throughout their interactions with us. This is more than just a customer service role-it's a chance to make a real difference.

What You'll Do:

• Provide professional and helpful telephone and email support to brokers
• Help brokers shape quality mortgage cases before they're submitted to our lending team
• Work with colleagues across the wider sales team to support applications, completions, conversion and broker satisfaction
• Build positive, long-lasting relationships with new and existing brokers
• Help resolve broker queries, issues and complaints, escalating them appropriately when required
• Assist the wider sales team by producing accurate MI reports as needed and distributing through relevant channels
• Work collaboratively across the Society to deliver a consistently high standard of service

What We're Looking For

• A passion for helping people and delivering excellent customer service
• Strong communication and listening skills
• The confidence to build and maintain relationships over the telephone
• The ability to embrace new technologies and digital tools to enhance service delivery
• A positive, team-oriented mindset
• A proactive approach to problem solving

What's in It for You?

• 26 days annual leave + bank holidays
• Comprehensive training for the role
• Pension scheme with free pension advice
• Life insurance & wellness programs
• Healthcare cash plan & retailer discounts
• Discretionary Annual bonus
• Opportunities to volunteer & support local charities

Join Us - Be Part of Something Bigger

At Suffolk Building Society, we're all about real people, real values, and real impact. If you're looking for a career (not just a job) where you can grow, belong, and make a difference, we'd love to hear from you!