Customer Care Representative jobs in United Kingdom

Liverpool- Hybrid Working

Our client is a bridge lending business that specialises in providing short-term finance to property developers, traders, and investors. All loans are typically secured against completed or refurbished residential properties, as well as certain commercial projects. Formed in January 2020, they have experienced significant growth and now have a combined group loan book of over £50m. As we enter an exciting stage of our business, we are now seeking to hire a Senior Key Account Manager to join our team.

The role is based at our Liverpool office in the Baltic Triangle, and we are seeking an experienced Key Account Manager to lead and manage post‑loan completion activities within our lending operations. This role is crucial in ensuring the smooth operational management of loans following completion, including supporting customers with redemptions, progress checks, loan extensions, and other post‑completion tasks. A strong focus on customer experience is essential, as the Senior Key Account Manager will ensure borrowers receive consistent support and communication throughout the loan term. The Senior Key Account Manager will also play a pivotal role in supporting the business to achieve its strategic goals while fostering a culture of excellence and continuous improvement within the team.

• A minimum of 3 years' experience within the bridging finance, specialist lending, or wider property finance sector is highly desirable.
• Experience in managing a loan portfolio or key accounts, ensuring everything runs smoothly.
• Comfortable managing post‑loan activities such as redemptions, loan extensions, arrears, and progress checks.
• Manage the redemption process, providing clear communication to all parties and ensuring timely settlement of the loan.
• Able to liaise with the Finance team, Head of Underwriting and MD to ensure all requirements are met.
• Strong knowledge of the loan lifecycle, documentation, compliance, and procedures.
• Familiarity with loan documentation, security instruments, and enforcement processes.
• Passionate about delivering a great customer experience, keeping borrowers informed and supported throughout the life of their loan.
• Excellent communication and negotiation skills, handling customer conversations professionally and confidently.
• Good presentation skills and the ability to present and report to senior management clearly and effectively.
• Highly organised and attentive to detail, able to juggle multiple priorities effectively.
• A conscientious team player who takes pride in delivering high-quality work.
• Comfortable collaborating across teams, including Legal, Finance, and other departments, to resolve issues.
• Able to create and update internal policies and procedures, helping the team work efficiently and consistently.
• Experience in improving processes and systems to make things run more smoothly.
• Confident in recording client interactions in CRM systems, keeping clear and up-to-date records.
• Good knowledge of loan management systems, CRM software, and Microsoft Office.
• Strong problem-solving and analytical skills, able to spot issues early and find solutions.