Customer Relationship Executive

Marstep Resourcing Solutions; Chester; On-site; GBP 27,000 - 30,000; Full time

Benefits offered by this job

Full training

Career progression

Friendly team

Professional development

Competitive salary

Financial wellbeing impact

Job summary

Marstep Resourcing Solutions in Chester is seeking a Customer Relationship Executive to join our Retention Team. You’ll speak with existing mortgage customers, build relationships and help them prepare for the end of their current mortgage deal.

Full training will be provided. The role offers progression into Mortgage Advice or Financial Services with a supportive team, development opportunities, and a competitive salary plus benefits.

Qualifications

• Excellent communication and listening skills.
• Confident and professional telephone manner.
• Experience in sales, customer service or relationship management.
• Ability to build trust and long-term relationships.
• Organised with attention to detail.
• Knowledge of financial services is advantageous.

Responsibilities

• Proactively contact existing mortgage customers before expiry.
• Build relationships through regular conversations.
• Understand customers' circumstances and plans.
• Discuss options including product transfers and remortgaging.
• Identify ways to improve mortgage arrangements.
• Book appointments with Mortgage Advisers.
• Maintain CRM records and customer journey updates.
• Collaborate with advisers to ensure a seamless experience.
• Meet activity and quality targets.
• Occasionally perform cold outreach when needed.

Skills

Excellent communication

Active listening

Telephone manner

Relationship management

Sales experience

Customer service

Tools

Microsoft Office

Job description

Customer Relationship Executive

Location: Chester

Employment Type: Full-Time - Permanent

Salary: £27k-£30k depending on experience + Benefits + Career

About the Role

We're looking for an enthusiastic and customer-focused Customer Relationship Executive to join our Retention Team.

The role also offers the opportunity to progress a career in the finance industry with full training and support, for those seeking that development.

This isn't a cold sales role. You'll be speaking with our existing mortgage customers, building relationships and helping them prepare for the end of their current mortgage deal. Your role is to understand their circumstances, discuss their options, and arrange appointments with our Mortgage Advisers to explore product transfers or remortgaging opportunities.

You'll play a key part in delivering an outstanding customer experience while helping customers make informed decisions about their mortgage before their renewal date.

Full training on our systems, products and processes will be provided.

Key Responsibilities

• Proactively contact existing mortgage customers before their mortgage product expires.
• Build strong relationships through regular, meaningful conversations.
• Understand customers' current circumstances and future plans.
• Discuss available options, including product transfers and remortgaging.
• Identify opportunities to improve customers' mortgage arrangements.
• Book appointments for customers with our qualified Mortgage Advisers.
• Maintain regular communication throughout the customer journey.
• Update customer records accurately within the CRM system.
• Work closely with advisers and the wider mortgage team to ensure a seamless customer experience.
• Meet activity and quality targets while delivering excellent customer service.
• Whilst activity will be from warm contact with existing customers, there will be occasions where cold outreach will be necessary.

What We're Looking For

You’ll be someone who enjoys talking to people, building rapport and helping customers.

Ideally you have:

• Excellent communication and listening skills.
• A confident and professional telephone manner.
• Previous experience in sales, customer service, account management or relationship management.
• The ability to build trust and long-term customer relationships.
• A proactive approach and the confidence to identify opportunities.
• Strong organisational skills and attention to detail.
• Good knowledge of Microsoft Office.
• A positive attitude and willingness to learn.
• Previous experience within financial services is advantageous but not essential.

What We Offer

• Full training and ongoing support.
• An eventual career path into Mortgage Advice or Financial Services for those that want it (not immediate, as no immediate role available, but position can be attained over time as experience and knowledge is gained).
• Friendly, supportive team environment.
• Opportunities for professional development.
• Competitive salary + Benefits
• The opportunity to make a real difference to customers' financial wellbeing.

Ideal Candidate

You are someone who:

• Loves speaking with people.
• Builds relationships naturally.
• Is motivated by helping customers find the right solution.
• Enjoys working towards targets.
• Is organised and proactive.
• Wants to build a career in financial services