Telephone Account Manager - Mortgages

Telephone Account Manager
- Mortgages

Department: Helpdesk

Employment Type: Permanent
- Full Time

Location: Huddersfield

Reporting To: Natinal Sales & Development Manager

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

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).

Full, step‑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 escalate where needed.

Essential requirements:

• Experience in a telephone helpline position in a business‑to‑business role
• A general understanding of mortgages
• Excellent interpersonal skills and the ability to build strong relationships with professional customers

A willingness to undertake the CeMAP qualification (if not already held).

Desirable requirements:

• Experience in the intermediary marketplace is desirable e.g. a mortgage broker or financial advice company

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.

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.

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.