Customer Service Advisor

Company Description

We’re Together. For over 50 years, we’ve helped thousands of people, businesses and professionals unlock their property ambitions with our common-sense approach to mortgages and secured loans. We take the time to understand our customers and our door is always open, so we can often help when other lenders can’t or won’t. Based in Cheadle, Cheshire, our 750 colleagues help our customers throughout the UK, backed by the power of a £7 billion loan book.

• 26 days holiday, and a day off for your birthday (increasing to 30 days with service), plus bank holidays
• Free access to company holiday homes
• Buy & sell holidays
• Discretionary annual bonus plus an additional Shared Reward Bonus
• Matched pension contribution
• Health cash plan plus private medical insurance
• Life assurance and critical illness cover
• Travel season ticket loans and Ride to Work scheme
• Free local gym access
• Local bar / restaurant discounts

As a Customer Service Advisor, you will deliver high levels of service so that customers’ needs are met and appropriate outcomes are delivered. Through positive engagement you will be ensuring the customers are at the heart of what we do, aiming for first‑time resolution and a positive customer experience.

• Deliver positive customer experiences throughout the customer journey
• Communicate clearly and transparently with customers so they understand the current situation
• Always strive to improve the customer experience by challenging existing processes and recommending change when appropriate
• Manage vulnerable customer cases to ensure the most appropriate support is provided
• Identify and accurately record any complaints and aim for first‑time resolution
• Maintain relationships and provide positive customer experiences through effective communication

• Experience with in a Customer Service role
• Ability to communicate with customers in a range of technical, detailed conversations by phone and email, delivering information clearly and concisely and ensuring all relevant information is gained and shared and that outcomes and actions are agreed
• Excellent attention to detail

Together embraces diversity and inclusion, and is proud to be an equal opportunity workplace. We welcome and celebrate difference, supporting and valuing colleagues for who they are. We are committed to building a team that represents a variety of backgrounds, perspectives and skills. If you feel you would benefit from any support or reasonable adjustments during the recruitment process, please let us know when completing your application.

Please note that all successful applicants will undergo relevant employment reference, financial and criminal record checks.

Seniority level:
Mid‑Senior level

Employment type:

Full-time

Job function:
Finance