Customer Experience Specialist

L&C Mortgages; Newcastle upon Tyne; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

24 days annual leave

Birthday off

Holiday purchase scheme

Wellbeing programme

Annual parties

Job summary

London & Country Mortgages is seeking a Customer Experience Consultant to join our friendly team. You’ll handle inbound and outbound calls, understand customers’ needs and guide them to the right solutions, developing opportunities and preparing them for the next steps of their journey with us.

You’ll receive full training and ongoing coaching to build your knowledge, confidence and skills, while delivering consistently high standards of service that reflect our values and commitment to

Qualifications

• Excellent written and verbal communication skills.
• A polite, professional and engaging telephone manner.
• Previous experience in a customer-facing or administrative role.
• Strong attention to detail
• Good judgement and decision-making skills.
• The ability to adapt, take initiative and work as part of a team.
• A strong commitment in doing the right thing for customers.
• Good working knowledge of Word, Outlook and Excel.

Responsibilities

• Being the friendly and professional first point of contact for customers exploring our products and services.
• Building rapport and understanding customers’ needs through engaging conversations.
• Outbound calling to develop leads, re-engage customers and identify missed opportunities.
• Ensuring customers have everything they need before transferring to one of our advisers.
• Delivering consistently high standards that achieve positive customer outcomes and reflect our company values.
• Keeping customer information and systems accurate and up to date.
• Working collaboratively with colleagues across the wider business to ensure customers are well supported from start to finish.
• Completing administration accurately and efficiently.
• Taking ownership, using your initiative and adapting to the needs of both our customers and the business.

Skills

Excellent communication

Telephone manner

Customer-facing experience

Attention to detail

Judgement & decision-making

Adaptability & teamwork

Customer-first mindset

MS Word/Outlook/Excel

Job description

London & Country Mortgages is seeking a Customer Experience Consultant to join our friendly team. You’ll handle inbound and outbound calls, understand customers’ needs and guide them to the right solutions, developing opportunities and preparing them for the next steps of their journey with us.

You’ll receive full training and ongoing coaching to build your knowledge, confidence and skills, while delivering consistently high standards of service that reflect our values and commitment to