Customer Support Team Member (Hybrid Role)

TN United Kingdom; Belfast; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Support Team Member for a hybrid role in Belfast. This exciting opportunity involves assisting customers with mortgage and savings accounts, ensuring excellent service through effective communication and administration. The company values diversity and inclusivity, offering a supportive environment for personal and professional growth. With a strong commitment to work-life balance and a range of attractive benefits, this role is perfect for those looking to make a meaningful impact in customer service. Join a team that prioritizes your well-being and career development.

Benefits

Annual KPI Bonus Scheme

Excellent pension with up to 20% employer contribution

Life Assurance Scheme

Group Income Protection

Health cash plan for dental, optical, and other costs

Generous holidays - 25 days plus up to 12 Bank Holidays

Holiday purchase scheme

Training and volunteering opportunities

Qualifications

• At least 2 years of customer service experience required.
• Experience in a financial environment is preferred.

Responsibilities

• Assist customers with mortgage and savings account queries.
• Provide administrative support and handle account changes.

Skills

Servicing and Relationship skills

Interpersonal skills

Communication skills

Attention to detail

MS Office proficiency

Education

6 GCSE passes (or equivalent) at Grade C or above, including English and Maths

Tools

MS Office

Job description

Social network you want to login/join with:

Customer Support Team Member (Hybrid Role), Belfast

col-narrow-left

Client:

Progressive Building Society

Location:

Belfast, United Kingdom

Job Category:

Customer Service

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

afb738fe1a1d

Job Views:

4

Posted:

05.05.2025

Expiry Date:

19.06.2025

col-wide

Job Description:

Job Description

Who are We

Working for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for customer service excellence.

With our personal and caring approach, we have been helping generations of local people to save and become homeowners. Supported by a strong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland.

As a nurturing employer, we believe in supporting staff to bring their whole selves to work in an inclusive environment where diverse needs are recognised and respected.

If you are seeking the opportunity of blended home and office working in an exciting new role, then we would love to hear from you. Upon successful completion of your training/probation period, we can offer you 2 days in the office with the remainder in the office or at home at your discretion.

About The Role

This role involves working in our Mortgage Support Services Team. Mortgage Accounts help and assist customers with queries regarding the management of their mortgage accounts, including redemptions, capital repayments, account changes, payments, direct debits, and administrative duties.

Within our Savings team, you will assist customers and branch teams with queries regarding savings accounts management, including statements, maturing bonds, ISA transfers, setting up new accounts, and other savings administration duties.

You will regularly handle customer inquiries, solicitors, insurance providers, mortgage brokers, and collaborate with branch teams and management through multi-channel communication. Ongoing support will be provided to customers engaging through our online portals.

You’ll apply your customer service expertise to support customers, carry out daily processes in the Mortgage Accounts team, and assist in the Customer Support Team.

Key Duties:

• Provide excellent service within the Society’s Mortgage & Savings Accounts Team, handling account changes, redemptions, repayments, direct debits, product setups, forbearance processing, account monitoring, statement generation, and administrative duties.
• Offer excellent customer support through communication, processing, and administration of service requests.
• Process new and existing savings accounts, handle deceased customer procedures, and manage savings inquiries including ISA transfers and administration.

The role involves regular interaction with customers, solicitors, insurance providers, mortgage brokers, and collaboration with branch teams via multi-channel communication. Support is provided to customers through our online portals.

What's on offer?

• Annual KPI Bonus Scheme
• Excellent pension with up to 20% employer contribution
• Life Assurance Scheme
• Group Income Protection
• Health cash plan for dental, optical, and other costs
• Generous holidays - 25 days plus up to 12 Bank Holidays
• Holiday purchase scheme
• Exposure in a supportive environment
• Training and volunteering opportunities

Pre-employment checks include credit and criminal record checks (Access NI basic check).

Skills Needed

• Servicing and Relationship skills

About The Company

At Progressive, we aim to help you find your happy place to work, promoting work-life balance and family-friendly policies. We value diversity, inclusivity, and community engagement, supporting our staff to achieve personal and professional growth.

Company Culture

We foster an inclusive, respectful environment that values teamwork, diversity, and community involvement. We support flexible working arrangements to help staff balance work and family commitments.

Desired Criteria

• Experience in a financial environment
• Telephony experience

Required Criteria

• Excellent interpersonal and communication skills
• High accuracy and attention to detail
• At least 2 years of customer service experience
• Proficiency in MS Office and IT skills
• 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths

Closing Date Friday 16th May, 2025