Contact Centre Adviser

Mortgage Advice Bureau; East Midlands; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Private Medical Insurance

25 days annual leave

Birthday off

Pension

Share save scheme

Retail discounts

Job summary

Mortgage Advice Bureau is recruiting for a Contact Centre Adviser to join our Derby Head Office on a hybrid basis. You will speak with customers from our existing database, guiding conversations toward suitable products, services and adviser connections, helping to deliver strong customer outcomes.

Based in the Derby area with three days in the office and two days from home, the role offers up to £32,000 plus benefits and a supportive environment focused on growth, learning and regulatory

Qualifications

• Previous experience in a contact centre, sales, customer service, retail or other customer-facing environment.
• Excellent communication skills with the ability to build rapport quickly over the phone.
• Confidence initiating conversations and engaging customers effectively.
• A natural ability to listen, understand customer needs and identify suitable solutions.
• Experience working towards targets, KPIs or performance measures.
• Strong attention to detail and the ability to accurately record information.
• Good IT skills and confidence using multiple systems simultaneously.
• A positive and proactive attitude with strong organisational skills.
• The ability to work within processes and regulatory guidelines.
• A team-focused approach and a desire to contribute to a positive working culture.

Responsibilities

• Speaking with customers from our existing database regarding relevant products, services and campaigns.
• Delivering engaging, professional and customer-focused conversations.
• Understanding customer needs and identifying appropriate opportunities for our adviser network.
• Generating and qualifying opportunities in line with campaign objectives.
• Accurately recording customer interactions and outcomes using internal systems.
• Ensuring every customer interaction meets regulatory requirements, company policies and quality standards.
• Working towards individual and team performance targets, including quality and campaign measures.
• Balancing call activity with administration and follow-up actions effectively.
• Building strong relationships with customers and creating positive experiences at every touchpoint.
• Collaborating with colleagues and team leaders to achieve shared goals.
• Participating in training, coaching and development activities to continually build your skills and knowledge.

Skills

Communication

Customer service

Active listening

Relationship building

Target-driven

Job description

Mon - Thurs 9.30am-6.00pm and Fri 9.00am – 4.00pm

Hybrid working, 3 days in our Derby office 2 days from home

Up to £32,000 plus benefits

Every customer has a story. Your job is to continue the conversation.

At MAB, we help people navigate some of life's biggest financial decisions. As a Contact Centre Adviser, you'll speak with customers who already know and trust our brand, building relationships through engaging conversations and helping them discover products, services and advice that may be relevant to their needs.

By understanding each customer's circumstances and identifying opportunities to add value, you'll play a key role in connecting customers with our adviser network and supporting the continued growth of the business.

If you're a confident communicator who enjoys building relationships and turning conversations into opportunities, you'll fit right in.

The Role

This is an exciting opportunity to join a close-knit customer engagement team based at our Derby Head Office, where every conversation has the potential to make an impact.

Working with customers from our existing database, you'll engage in meaningful conversations, understand individual needs and help connect customers with the right products, services or advisers. You'll play a key role in delivering excellent customer outcomes while contributing to the success of a range of financial services campaigns.

Whether you've worked in a contact centre, sales, retention, customer service or another customer-facing role, this position offers the opportunity to develop your career within one of the UK's leading mortgage and protection businesses.

What You'll Be Doing

• Speaking with customers from our existing database regarding relevant products, services and campaigns.
• Delivering engaging, professional and customer-focused conversations.
• Understanding customer needs and identifying appropriate opportunities for our adviser network.
• Generating and qualifying opportunities in line with campaign objectives.
• Accurately recording customer interactions and outcomes using internal systems.
• Ensuring every customer interaction meets regulatory requirements, company policies and quality standards.
• Working towards individual and team performance targets, including quality and campaign measures.
• Balancing call activity with administration and follow-up actions effectively.
• Building strong relationships with customers and creating positive experiences at every touchpoint.
• Collaborating with colleagues and team leaders to achieve shared goals.
• Participating in training, coaching and development activities to continually build your skills and knowledge.

What We're Looking For

We're looking for confident communicators who enjoy building relationships, creating opportunities and delivering excellent customer experiences. You'll be motivated, resilient and thrive in an environment where great conversations lead to great outcomes.

You’ll Bring

• Previous experience in a contact centre, sales, customer service, retail or other customer-facing environment.
• Excellent communication skills with the ability to build rapport quickly over the phone.
• Confidence initiating conversations and engaging customers effectively.
• A natural ability to listen, understand customer needs and identify suitable solutions.
• Experience working towards targets, KPIs or performance measures.
• Strong attention to detail and the ability to accurately record information.
• Good IT skills and confidence using multiple systems simultaneously.
• A positive and proactive attitude with strong organisational skills.
• The ability to work within processes and regulatory guidelines.
• A team-focused approach and a desire to contribute to a positive working culture.

Our Values

Success at MAB is not only about what we do, but how we do it.

Take Ownership

We take responsibility for outcomes, individually and collectively. We follow through, act proactively and hold ourselves to high standards.

Customer First

We put our customers at the centre of how we communicate, support and deliver our work.

Stronger Together

We achieve more when we collaborate, support one another and celebrate success collectively.

We evolve, adapt and actively look for better ways to work. We see change as an opportunity to improve.

Recruitment Process

1st stage: Teams

2nd stage: Face to Face

What’s In It For You?

• Private Medical Insurance (Vitality), 25 days annual leave (increasing to 28 with service) plus your birthday off, matched pension contribution (L&G), share save scheme (Equinity), retail discounts, free entertainment tickets, plus much more!
• Flexible working hours with hybrid working for Head Office roles (as agreed with your line manager)
• A wide range of Learning & Development offers, from 121 coaching to qualification support, helping you to grow and thrive in your career
• A supportive, inclusive culture with forums you're welcome to join from day 1, using your voice to make MAB an even better place to work

Everyone is Welcome

At MAB, we value different experiences and perspectives which adds diversity and value to our culture. As an equal opportunities employer, we are committed to creating an environment where everyone feels welcomed, included and heard for who they are. We aspire to have a diverse and inclusive workplace and strongly encourage applicants from a wide range of backgrounds to apply and join us.

We are committed to reducing barriers in every stage of our recruitment process so everyone feels they can bring their best self when applying for new opportunities at MAB. If you’d like to hear how we can support you by adjusting our process, from application to interview and onboarding, please contact [e-mail].

Use of AI

We recognise that AI tools can be a helpful way to articulate your qualities, skills and experience when applying for roles. It’s important to us, however, that we see the real you throughout the recruitment process. We hire real people, not polished personas! We simply ask that you consider carefully how and where you use AI during your application, so we can hear your own thoughts and meet your authentic self.

Please note we are unable to consider candidates requiring visa sponsorship at this moment in time. We won't be accepting speculative CVs from recruitment agencies, with a full PSL in place.