Customer Service Consultant - Financial Services

Simplybiz Mortgages; Huddersfield; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

Simplybiz Mortgages is seeking a proactive Key Relationship Consultant (Telephony) to support mortgage adviser members by phone and email. You will help members maximise benefits, research solutions with lender partners, and build lasting relationships within a collaborative team.

The role offers hybrid working from Huddersfield with a focus on professional growth and CeMAP study support towards qualification. Excellent communication and customer-focused problem solving are essential.

Qualifications

• Experience in a business-to-business telephone-based customer service, helpdesk, account management or support role.
• Excellent communication and relationship-building skills.
• Confidence speaking with professional customers over the phone.
• Strong problem-solving skills and a customer-focused mindset.
• Good organizational skills and attention to detail.
• Willingness to learn about the mortgage and financial services industry.

Responsibilities

• Provide day-to-day support to mortgage adviser members via phone and email, delivering value in every interaction.
• Proactively explore ways to help members maximise their membership benefits and grow their business.
• Assist members using your knowledge of the marketplace and researching solutions with lender partners.
• Build and nurture business relationships.
• Identify opportunities for up-selling.
• Undertake outbound calling projects to promote events, webinars, lender focus weeks and campaigns.
• Promote our suite of technology offerings to members.
• Provide support to members who are experiencing challenges and escalate where needed.

Skills

B2B telephone support

Communication

Relationship building

Phone confidence with professionals

Problem solving

Organization & attention to detail

Education

CeMAP study towards

Job description

Turn great telephone customer service skills into a career in Financial Services!

As part of our mortgage helpdesk, you will be one of the first points of contact for mortgage-related queries from our mortgage broker members. We pride ourselves on going above and beyond to support our members, building strong relationships that enhance their experience with Simplybiz Mortgages and strengthen our position as one of the best mortgage clubs in the market.

Internally, this role is called Key Relationship Consultant (Telephony).

What you'll do

• Provide day-to-day support to our mortgage adviser members via phone and email, delivering value in every interaction.
• Proactively explore ways to help members maximise their membership benefits and grow their business in line with our four pillars of success and our company values.
• Assist members using your knowledge of the marketplace (which you'll learn about) and researching possible solutions with our lender and provider partners.
• Build and nurture business relationships.
• Identify opportunities for up-selling.
• Undertake outbound calling projects to members to promote valuable opportunities such as events or webinars, lender focus weeks, and campaigns.
• Proactively promote our suite of technology offerings to members.
• Provide support to members who are experiencing challenges and  escalate where needed.

What you'll need to succeed:

• Experience working in a business-to-business telephone-based customer service, helpdesk, account management, or support role.
• Excellent communication and relationship-building skills.
• Confidence speaking with professional customers over the phone.
• Strong problem-solving skills and a customer-focused mindset.
• Good organisational skills and attention to detail.
• A willingness to learn about the mortgage and financial services industry.

Your approach:

• Professional
• Curious
• Good listener
• A proactive, can-do approach with a passion for problem-solving
• Keen to learn and progress - this is an excellent role to learn about our business

This role offers a collaborative and supportive work environment with opportunities for professional growth and development and we'll provide study support towards professional mortgage qualification, CeMAP.

Location:

This is a hybrid working role where you'll usually work from our Huddersfield office with your team 3 days each week. The remaining days can be worked from home.

Right to Work:

Applicants must already hold a legal right to work in the UK without time restrictions and without the need for future sponsorship. We are unable to provide Skilled Worker visa sponsorship.