Customer Champion

The Legends Agency; United Kingdom; Remote; GBP 40,000 - 60,000; Full time

Job summary

A specialist mortgage brokerage is seeking a Customer Champion to guide clients through the mortgage process. The role requires strong English communication, customer service experience, and a proactive mindset. The ideal candidate will help clients navigate challenges post-offer, ensuring smooth completions and enhanced customer experience. The position offers a dynamic team environment and performance-related pay.

Benefits

Dynamic team environment

Industry-leading tools and resources

Performance-Related Pay Scheme

Qualifications

• Proven experience in customer service or case management.
• Exceptional verbal and written English skills.
• Ability to resolve issues swiftly and decisively.
• Experience in the UK mortgage process is strongly preferred.

Responsibilities

• Deliver exceptional customer service as the client's advocate.
• Simplify complex issues through effective communication.
• Solve problems proactively, engaging stakeholders.
• Maintain accurate case records using CRM systems.

Skills

Customer service experience

Verbal English skills

Problem-solving skills

Organizational skills

Empathy

Tools

CRM systems

Microsoft Office

Job description

Overview

Position Title: Customer Champion
Location: Remote
Employment Type: Full-Time
Salary: Based on experience from 30,000 ZAR+ per month

A leading specialist mortgage broker, this organization provides tailored mortgage solutions for UK expatriates and international buyers. It is committed to delivering exceptional service and ensuring clients are supported through every stage of their mortgage journey.

Role Overview

The team is seeking a highly articulate and proactive Customer Champion to deliver unparalleled customer service and guide clients from mortgage offer to drawdown. This role demands impeccable English communication skills, a hands-on and phone-first approach to resolving issues, and a solutions-driven mindset. The Customer Champion serves as the client\'s advocate, offering guidance and eliminating post-offer challenges to ensure swift and smooth completions.

Key Responsibilities

• Deliver 100% exceptional customer service, acting as the client\'s primary advocate post-mortgage offer
• Use outstanding verbal English to simplify complex issues and communicate confidently over the phone
• Proactively solve problems by prioritizing direct calls over emails, engaging with solicitors, lenders, and stakeholders
• Identify and remove bottlenecks in the process to ensure efficient and timely transaction completion
• Offer clear, supportive guidance to clients who may be fatigued by earlier stages of the process
• Maintain accurate case records using CRM systems for efficiency and transparency
• Collaborate across internal teams to align goals and accelerate drawdown timelines
• Suggest workflow and process improvements to enhance the client experience

Candidate Requirements

• Proven experience in customer service, client relationship management, or case management (experience in mortgages, financial services, or conveyancing preferred)
• Exceptional verbal and written English skills, with confidence in leading phone conversations
• Demonstrated ability to resolve issues swiftly and decisively via direct communication
• Skilled at managing high-pressure interactions with stakeholders to drive case progress
• Highly organized, with the ability to handle multiple cases and meet tight deadlines
• Empathetic and trustworthy, especially with clients who are frustrated or overwhelmed
• Familiarity with the UK mortgage process, particularly the post-offer to completion phase (strongly preferred)
• Proficient in CRM systems and Microsoft Office
• Passionate about delivering excellent customer experiences and driving results
• Strong and recent experience in consumer financial services

What\'s on Offer

• A dynamic and supportive team environment
• The chance to make a real difference in clients\' home-buying journeys
• Performance-Related Pay Scheme (details to be confirmed with shortlisted candidates)
• Access to industry-leading tools and resources