Customer Success Administrator

Mortgage Brain; City Of London; Hybrid; Full time

Job summary

A leading technology firm in mortgage solutions is seeking a Customer Success Administrator to support customer onboarding and account management. This hybrid role requires strong communication skills and previous experience in customer support. Candidates will benefit from flexible working hours and various health and wellbeing initiatives. Competitive salary and growth opportunities included.

Benefits

Flexible hybrid working

Buy holiday scheme

Company pension scheme

Employee Wellbeing Programme

Cycle to work scheme

Social activities

Qualifications

• Previous experience in a customer support or administration role essential.
• Understanding of the role of a mortgage broker desirable but not essential.
• Confident in virtual and written interactions.

Responsibilities

• Creating customer accounts within internal licence administration systems.
• Managing migration tickets and communication with account managers.
• Setting up the customers' systems based on individual business needs.
• Regularly communicating with customers about their account setup.

Skills

Communication

Organizational skills

IT knowledge of Microsoft Outlook

IT knowledge of Microsoft Teams

IT knowledge of Excel

IT knowledge of Word

Proactive problem-solving

Customer support experience

Tools

Microsoft Dynamics

Job description

Job Title: Customer Success Administrator

Location: Hybrid between Croydon office and Home Working

Salary: Competitive depending on experience and hours

Job Type: Permanent, Full/Part Time

Hours: Minimum 25 up to 37.5 hours per week

About Us

For over three decades, Mortgage Brain has been at the forefront of mortgage technology in the UK, committed to addressing the complexities faced by mortgage intermediaries and lenders. Our vision is to reimagine mortgage distribution, bringing about a dynamic shift that unites all key stakeholders, giving borrowers certainty earlier in their search for a mortgage. Serving over 15,000 daily intermediary users, we're steered by our values of working 'better together', with focus on 'driving change' and always to 'do the right thing'. Our robust offering includes an integrated suite of software sourcing solutions, submissions and CRM. And we're backed by some of the largest lenders, Barclays, Lloyds Bank, Nationwide Building Society, NatWest Group, and Santander.

About The Role

Reporting directly to the Team Leader Customer Success the Customer Success Administrator will be integral in providing support the sales and marketing team with the on-boarding and migration of customers onto the latest versions of Mortgage Brains technology suite.

On a day-to-day basis you will be engaging with members of the sales team and supporting the setting up of customer accounts and system configurations as well as helping our customers direct their queries to the right team or via the right channels.

This is an exciting new role for the business following the huge success of the launch of our new suite of solutions.

We're open to flexibility in terms of weekly working hours, we require a minimum of 25 hours a week, perfect for someone looking to part-time employment. The ideal candidate will be able to work at least 25 hours a week, but we will consider applications up to fulltime (37.5 hours), Monday to Friday.

Key Responsibilities

• Creating customer accounts within internal licence administration systems
• Managing migration tickets and communication to the account managers
• Setting up the customers systems ensuing that they are configured to their individual business needs
• Regular communication with customers via email or telephone to update them on progress of migration of data and account set up
• Updating internal systems with customer details
• Completing companywide training
• Attending internal meetings and as required external meetings
• To be informed of and adhere to all Company policies, including but not limited to, HR procedures, Information Security responsibilities and understanding your role in ensuring the standards outlined in the policies are maintained throughout your employment

About You

• Good communicator, confident in virtual and written interactions
• Great attention to detail with excellent organisational skills
• Good IT knowledge of Microsoft Outlook, Microsoft Teams, Excel, and Word
• Understanding of Microsoft dynamics desirable but not essential
• Understanding of the role of a mortgage broker desirable but not essential
• Previous experience working in a customer support or administration role essential
• A flexible and adaptable approach able to adjust to changing priorities
• Proactive, able to work independently and as part of a team
• High integrity and team spirit, proactively engaging with others and offering support when required
• Eager to learn and problem solve - be curious!

Benefits

• Flexibility
  • Flexible hybrid working - split your time between the office and home working
  • Buy holiday scheme - flexible holidays that fit your lifestyle
  • Summer Fridays - start your weekend early during summer months with our new trial initiative
• Remuneration
  • Competitive salary- we value our workforce
  • Company pension scheme
  • Life assurance scheme - if the worst happens, you're covered
• Health & Wellbeing
  • Employee Wellbeing Programme- a range of initiatives to support colleagues
  • Employee Assistance Programme - help for you and your family with a range of personal and work-related concerns
  • Cycle to work scheme- cycle to work and have the chance to buy a bike up the value of £1,000 on a salary sacrifice basis
• Every day benefits
  • Further your career - with on-the-job learning and knowledge sharing
  • Work hard, play hard - we enjoy regular social activities

Please click the APPLY button to send your CV and cover letter, specifying the skills you possess that would make you a good fit for the role.

Candidates with relevant experience and job titles of; Customer Services Executive, Customer Service Representative, Client Service, Customer Service Executive, Key Account Executive, Client Support, Account Manager, Product Specialist, Experienced Account Manager, Customer Services Administrator, Sales Support, Office Administrator, BDM, Account Management may also be considered for this role.