Customer Services - Mortgages Helpdesk

SimplyBiz PLC; Huddersfield; Hybrid; GBP 22,000 - 26,000; Full time

Job summary

SimplyBiz PLC is seeking a Customer Services - Mortgages Helpdesk specialist in Huddersfield to support mortgage advisers, providing phone and email assistance and guiding them through membership benefits. The role offers hybrid working with three days in the Huddersfield office and two days remotely, and training to build knowledge in financial services and CeMAP study.

Ideal candidates have B2B telephone-based customer service experience, strong communication skills, and a proactive,

Qualifications

• Experience in a B2B 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.
• Willingness to learn about the mortgage and financial services industry.
• Willingness to study towards CeMAP qualification if not already held.

Responsibilities

• Provide day-to-day support to our 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 in placing mortgage and associated business by researching possible solutions with our lender and provider partners.
• Build and nurture relationships with members and lender/provider partners.
• Identify opportunities where members may benefit from enhanced support in areas such as general insurance or technology.
• Undertake outbound calling projects to highlight events, webinars, and campaigns.
• Promote our technology offerings to members.
• Provide support to members facing challenges and escalate where needed.

Skills

B2B customer service

Phone-based support

Relationship-building

Communication skills

Problem-solving

Organisational skills

CeMAP learning willingness

Job description

Customer Services - Mortgages Helpdesk

Department: Helpdesk

Employment Type: Permanent - Full Time

Location: Huddersfield

Reporting To: Natinal Sales & Development Manager

Description

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

What we're proud of:

• Supporting over 4,000 mortgage brokers / intermediaries across the UK
• Enabling best outcomes for clients through our award-winning mortgage club
• Helping advisers diversify with specialist lending solutions, plus ancillary products and services

Role Overview:

As a Telephone Account Manager, you'll support mortgage advisers over the phone and by email, helping them navigate queries, access valuable services, and get the most from their membership. Whether you're already working in financial services or bringing strong customer service experience from another sector, we'll provide the training and support needed to build your knowledge and develop your career. Internally, this role is called Key Relationship Consultant (Telephony).

What you'll do

Full, step-by-step training provided.

• Provide day-to-day support to our 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 in placing mortgage and associated business by leveraging your knowledge of the marketplace and researching possible solutions with our lender and provider partners.
• Build and nurture relationships with members, as well as lender and provider partners.
• Identify opportunities where members may benefit from enhanced support in areas such as general insurance, later life lending, and technology.
• Undertake outbound calling projects to highlight and 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 elevate where needed.

What you'll need to succeed:

Essential Requirements

• 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.
• A willingness to study towards the CeMAP qualification if not already held.

Desirable Requirements

• Any knowledge of mortgages, lending, financial services, or insurance.
• Experience working with mortgage brokers, financial advisers, lenders, or other regulated businesses.
• Experience in an intermediary, mortgage, banking, or financial services environment.

Your approach:

• Professional
• Curious
• Good listener
• A proactive, can-do approach with a passion for problem-solving
• Natural customer service skills
• 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.

Important to know:

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.