Customer & Broker Support Team Member

TN United Kingdom; Belfast; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player in Northern Ireland is seeking a dedicated Customer Service Representative to join their dynamic team. In this role, you will engage with customers and mortgage intermediaries, providing exceptional service and resolving queries related to mortgage and savings products. The company promotes a hybrid working model and offers a supportive environment where your contributions are valued. With a strong emphasis on work-life balance, generous holiday allowances, and a robust benefits package, this position is perfect for someone looking to grow their career in a community-focused organization. If you have a passion for helping others and thrive in a fast-paced environment, this opportunity is for you.

Benefits

Annual KPI Bonus Scheme

Excellent pension scheme

Life Assurance Scheme

Group Income Protection

Health cash plan

BUPA membership

Generous holidays – 25 days plus up to 12 Bank Holidays

Day off for your birthday

Training opportunities

Volunteering opportunities

Qualifications

• 2+ years of customer service experience with administrative tasks.
• Proficiency in Microsoft Office and navigating various systems.

Responsibilities

• Resolve Customer and Mortgage Intermediary queries efficiently.
• Maintain accurate records and provide updates on mortgage applications.

Skills

Servicing

Relationship Management

Customer Service

Microsoft Office

Education

6 GCSE passes including English and Maths

Tools

Online Platforms

Job description

Who are We

Working for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for customer service excellence.

With our personal and caring approach, we have been helping generations of local people to save and become homeowners. Supported by a strong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland.

As a nurturing employer, we believe in supporting staff to bring their whole selves to work in an inclusive environment where diverse needs are recognised and respected.

What will you be doing?

You will work in a high performing team to receive and resolve Customer and Mortgage Intermediary queries relating to our mortgage and savings products and our online services. A professional telephone manner and strong communication skills are essential, as this is a fast-paced environment with a high volume of calls.

About The Role

• Supporting our Customers and Mortgage Intermediaries (Brokers), who have submitted a new mortgage application, by resolving their queries and providing updates.
• Providing excellent customer service to our Customers and Mortgage Intermediaries, using our online Portal for mortgage and savings products.
• Building strong relationships via telephone, email, and online by delivering friendly and professional service.
• Handling queries related to new and existing mortgage and savings accounts.
• Applying understanding of internal IT mortgage, savings, and online application systems.
• Making a positive impact during customer interactions by having effective conversations to meet their needs.
• Providing information on our products and services to support and assist customers.
• Responding to queries within our Service Level Agreements through appropriate channels.
• Maintaining accurate records of queries, discussions, and agreements on our internal systems.
• Keeping detailed knowledge of our products, procedures, policies, and services.

What's on offer?

• Hybrid Working model
• Annual KPI Bonus Scheme
• Excellent pension scheme with up to 20% employer contribution
• Life Assurance Scheme
• Group Income Protection
• Health cash plan including dental, optical, etc.
• BUPA membership
• Generous holidays – 25 days plus up to 12 Bank Holidays
• Day off for your birthday
• Training and volunteering opportunities

Skills Needed

Servicing, Relationship Management

About The Company

At Progressive, we value work-life balance and family-friendly policies, aiming to create an inclusive and respectful environment where everyone can thrive. We celebrate diversity and encourage staff to develop their careers within our community-focused organization.

Desired Criteria

• Experience supporting customers with online platform queries

Required Criteria

• 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths
• At least 2 years of current customer service experience involving administrative tasks
• Proficiency in Microsoft Office and ability to navigate different systems
• Experience resolving customer queries
• Ability to work under pressure, use initiative, manage workload, and meet deadlines

Closing Date: Sunday 4th May, 2025