Customer Service Advisor

LSL Property Services plc; Chippenham; Hybrid; GBP 26,000 - 28,000; Full time

Job summary

PRIMIS Mortgage Network is part of LSL Property Services plc and is recruiting a Broker Success Partner to support broker partners nationwide. The role offers a hybrid arrangement with a 50/50 split between office and home, in either Solihull or Chippenham.

You will provide world-class service, support brokers with CRM usage, and collaborate with onboarding and sales to welcome new firms while maintaining accurate records and CRM expertise.

Qualifications

• Diagnose CRM issues and support users effectively.
• Build rapport with broker partners and maintain relationships.
• Maintain accurate logs and records of support interactions.
• Deliver high-quality customer service across channels (phone, email, chat).
• Work across multiple workstreams (phones, email, online chat).
• Understand CRM systems and basic IT troubleshooting.

Responsibilities

• Provide world-class customer service to brokers through support.
• Offer hands-on support via outbound/inbound calls and emails.
• Provide CRM expertise and exceptional broker support.
• Collaborate with onboarding and sales to welcome brokers and firms.
• Assist IT and Product teams with MI and reporting.

Skills

CRM support

Relationship building

Record keeping

Customer service

Multi-channel support

IT troubleshooting

Tools

CRM software

Job description

UK-Chippenham

Customer Service Advisor / Broker Success Partner

PRIMIS Mortgage Network are the largest dedicated Mortgage & Protection Network in the UK with some 3000 advisors and circa 1000 AR partner firms nationally. PRIMIS form part of the LSL Property Services plc group.

We are recruiting for a new colleague to join our Broker Support Team as a Broker Success Partner. The team are an integral part of our relationships with our broker partners nationally.

To provide service excellence and support for our brokers across all areas of the network. To build rapport with our brokers through providing support and assistance in using our CRM system and offer first class customer service.

The role is a hybrid role with circa 50/50 split of working from office / home and is available in either our Solihull or Chippenham office.

Main Accountabilities

• To provide world class customer service to brokers through support.
• To provide hands on support to brokers through outbound and inbound telephone contact as well as via other contact channels, such as email, teams, support chat, etc
• To provide expertise across network CRM application and provide exceptional support to brokers.
• Working alongside our onboarding and sales team to welcome new brokers and firms to our Network, encouraging relationship building and being a first point of contact for support to our advisers.
• Assist the IT Support Manager and Product Desk Manager with MI and reporting expertise. Providing detailed and accurate records of support given and Feedback provided from our broker community.
• Provide insight, detail and support in the identification, resolution and management of CRM system related risks.
• Be able to provide feedback and work alongside multiple departments within the network to improve efficiency and service delivery for our broker firms.

Skills, Qualifications & Experience Required for the role

• Diagnosis of issues and support for using CRM product
• Relationship building
• Accurate record keeping
• Customer Service delivery
• Working in a multi-workstream role (Phones, Email, Online Chat)
• Understanding of CRM systems and strong basic IT knowledge/troubleshooting
• Experience within a financial services or IT environment- preferred but not essential

Salary is between £26,000 and £28,000 per annum DOE

We are an equal opportunity and Disability Confident employer, dedicated to building a diverse and inclusive workplace. We welcome applications from people of all abilities and backgrounds, and we do not discriminate based on disability or individual needs. If you require any reasonable adjustments during the recruitment process, please let us know.

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