Telephone Mortgage Co-ordinator

Co-operative Bank plc; Coventry; Hybrid; GBP 26,000 - 98,000; Full time

Benefits offered by this job

28 days holiday

Annual discretionary bonus

Personal pension

Maternity & parental leave

Life assurance

Job summary

Co-operative Bank plc is seeking chatty, helpful Telephone Mortgage Co-ordinators to deliver excellent customer service on mortgage queries in a fast-paced environment.

You’ll take calls from diverse customers, input data accurately, and remain compliant with policies while developing mortgage knowledge. This role emphasizes service quality over sales and offers hybrid working after initial training, with training and support on-site.

Qualifications

• Current experience interacting directly with customers and providing great service on a daily basis.
• Excellent communication skills with the confidence to talk to lots of different people.
• Experience of talking about products and services and dealing with a wide range of customer queries.
• Experience of problem solving, handling challenging and/or complex customers’ enquiries in a careful and sensitive way.
• Good attention to detail with experience of processing customer details or data accurately.

Responsibilities

• Take calls from a diverse range of new and existing customers, guiding them through mortgage questions and queries.
• Help customers understand policies and procedures and keep knowledge up to date.
• Input information accurately and efficiently to support customer enquiries.
• Handle sensitive or challenging situations with care and empathy.
• Aim for first time resolutions and deliver great customer service in a fast paced environment.

Skills

Customer service

Communication skills

Problem solving

Team focused

Empathy

Job description

Our Telephone Mortgage Servicearea are recruiting and are looking for chatty, helpful people who are passionate about delivering great customer service to join them . It’s a fast paced, friendly and supportive environment, where every day is different!

The role involves taking calls from a diverse range of new and existing customers, helping and supporting them through their different mortgage questions and queries. They can be anything from taking a mortgage payment to helping someone understand if we can help them buy their first home. Taking responsibility by finding first time resolutions for our customers will be important and also supporting customer enquiries through inputting information accurately and efficiently.

Our Telephone Mortgage Co-ordinators also deal with s ensitive or challenging situations including customers needing to complain, experiencing vulnerability or those affected by fraud.

The successful candidate will help customers understand policies and procedures and any changes affecting them, so it will be important to keep knowledge up to date.

We have a clear passion to deliver an exceptional telephone service and achieve quality goals and measures, but thisisn'ta sales role!

Our benefits include:

• 28 days holiday a year plus bank holidays and a holiday buy/sell scheme
• Annual discretionary bonus scheme
• Personal pension with enhanced contributions
• Maternity, paternity and shared parental leave
• Life assurance (6 times annual salary)

We reserve the right to close this advert early if we receive a high volume of suitable applications

About you

For this role you’ll be confidenttalking to people andenjoyhelping customers. Coping with pressures and problem solving will be a part of the role so you’ll be a professional and committed person with a flexible, teamfocusedapproach. You’ll be passionate to learn and develop your mortgage knowledge , as well as beingaccurate in your work, ensuring the right outcomes for our customers.

To be successful in this role its essential you have:

• Current experience interacting directly with customers and providing great service on a daily basis
• Excellent communication skills with the confidence to talk to lots of different people
• Experience of talking about products and services and dealing with a wide range of customer queries.
• Experience of problem solving, handling challenging and / or complex customers’ enquiries in a careful and sensitive way.
• Good attention to detail with experience of processing customer details or data accurately
• Good problem solving and decision making skills

For this role you’ll be confidenttalking to people andenjoyhelping customers. Coping with pressures and problem solving will be a part of the role so you’ll be a professional and committed person with a flexible, teamfocusedapproach. You’ll be passionate to learn and develop your mortgage knowledge , as well as beingaccurate in your work, ensuring the right outcomes for our customers.

To be successful in this role its essential you have:

• Current experience interacting directly with customers and providing great service on a daily basis
• Excellent communication skills with the confidence to talk to lots of different people
• Experience of talking about products and services and dealing with a wide range of customer queries.
• Experience of problem solving, handling challenging and / or complex customers’ enquiries in a careful and sensitive way.
• Good attention to detail with experience of processing customer details or data accurately
• Good problem solving and decision making skills

Experience in these areas would be helpful:

• Working in a telephony environment
• Mortgage knowledge

Start date for the role is the 7th December with with your first 3 weeks consisting of a mixture of training and support onsite to get you taking your first calls. Our Mortgage Contact Centre operating hours are Monday to Friday 8am - 7pm and Saturday 9am - 2pm (Saturdays are typically 2 a month and a day off in lieu will be given)

Once we've taken you through our supportive training and you're feeling confident you'll have the option to revert to a hybridworking arrangement, working bothfrom home and 2 days in our office in Binley(normally between 3-6 months of joining).

About us

In 2025, Coventry Building Society purchased The Co-operative Bank. Bringing together our purpose-led building society with the UK’s original ethical bank was the start of an exciting journey.

Trusted by over four million people, we’re a mutually owned business free from shareholders, and with our combined experience of almost 300 years, our ethics and dedication will continue to guide us. Together, we have shared values and an ethical approach towards our members, customers and colleagues.

We’re officially recognised as a ‘Great Place to Work’ and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and comprehensive support for wellbeing.

We’re serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know you’ll build more than just a career with us.

Flexibility and why it matters

We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.

Proud to be a Disability Confident Committed Employer

We’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.

Feedback

We are currently receiving a high number of applications for our roles and, while we review each one carefully against the advertised criteria, unfortunately we're unable to provide individual feedback. We will contact shortlisted candidates directly.

£27,720 (inclusive of a 10% shift allowance)

£27,720 (inclusive of a 10% shift allowance)

£25,725 FTE (includes a 5% shift allowance) Pro rata'd

£25,725 (Inclusive of a 5% shift allowance)

Coventry-Binley Business Park, Manchester

Coventry-Binley Business Park, Hybrid, Manchester

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Operational Support

Vacancy Type Employment Type:

Full Time

Advertising Salary: Salary Details:

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Coventry-Binley Business Park, Manchester

Coventry-Binley Business Park, Manchester

Vacancy Type Employment Type:

Full Time

Advertising Salary: Salary Details:

Up to £98,000 per annum + Car Allowance + Excellent Benefits

£59,600 - £81,950 (Dependent on experience) plus £5,500 car allowance