Customer Service Advisor Financial Services

TECHNOLOGY AND RISK RECRUITMENT LTD; Greater London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A well-established financial services organisation is seeking a Customer Service Advisor to enhance their Intermediary Team. In this fully remote position, you'll manage inbound calls and emails, support mortgage brokers, and guide them through the necessary processes. Ideal candidates will have a customer-first mindset along with prior experience in customer service. This role provides a supportive environment with opportunities for career development, mainly working remotely after initial training.

Benefits

Permanent position

Hybrid working

Clear development opportunities

Qualifications

• Experience within financial services is desirable.
• Understanding of the mortgage broker sector or willingness to learn.
• Basic knowledge of UK mortgage regulation or willingness to learn.

Responsibilities

• Manage inbound telephone calls and prioritise emails.
• Support brokers via LiveChat and online platforms.
• Assist with product queries and new mortgage submissions.
• Process new broker registrations within agreed SLAs.
• Guide brokers through the online portal and resources.
• Promote a right-first-time approach to submissions.
• Act as an ambassador for the organisation.

Skills

Strong written and verbal communication skills

Excellent organisation

Time management

Problem-solving abilities

Customer-first mindset

Confident decision-maker

Education

Previous experience in customer service

Job description

Are you passionate about delivering excellent customer service and keen to build a career within financial services? Were recruiting for a Customer Service Advisor to join a growing Intermediary (Broker) Team within a well-established and respected financial services organisation.

The Role

As a Customer Service Advisor, youll play a key role in supporting mortgage brokers and ensuring a smooth, high-quality service experience. Youll handle inbound enquiries, provide guidance on products and processes, and help build strong broker relationships.

Key Responsibilities

• Manage inbound telephone calls and prioritise emails to shared business development inboxes
• Support brokers via LiveChat and online platforms
• Assist with product queries and new mortgage submissions
• Process new broker registrations within agreed SLAs (24 hours)
• Guide brokers through the online broker portal and available resources
• Promote a right-first-time approach to case submissions
• Act as an ambassador for the organisation and its services

About You

• Strong written and verbal communication skills
• Excellent organisation, time management, and problem-solving abilities
• Confident decision-maker with a customer-first mindset
• Able to build and maintain professional relationships

Knowledge & Experience

• Previous experience in customer service (financial services desirable)
• Understanding of the mortgage broker sector or intermediary environment
• Basic knowledge of UK mortgage regulation (FCA / PRA) or willingness to learn

What's on Offer

• Permanent, full-time position
• Hybrid working
• Mainly remote after initial training (1 day per month in the office)
• Office location: Saffron Walden
• Supportive team environment with clear development opportunities

Regulatory Commitment

Youll be expected to adhere to FCA and PRA individual conduct rules, demonstrating integrity, professionalism, and a customer-focused approach at all times.

If youre looking to take the next step in your customer service or financial services career, wed love to hear from you.