At a Glance
- Tasks: Support customers through their mortgage journey with proactive communication and problem-solving.
- Company: Join Aldermore, an award-winning bank trusted by over a quarter of a million customers.
- Benefits: Enjoy competitive salary, hybrid working, and a range of core benefits.
- Other info: Opportunities for professional development and a friendly, flexible culture.
- Why this job: Make a real impact by enhancing customer experiences in the property sector.
- Qualifications: Customer-focused with strong communication skills; mortgage experience is a plus.
The predicted salary is between 27020 - 33024 £ per year.
Let us tell you a bit about the opportunity
As a Customer Journey Support Adviser, you'll be at the heart of helping our customers achieve their property ambitions.
This role is vital in ensuring customers, landlords, and mortgage broker partners receive a smooth, efficient, and positive experience from start to finish.
Through proactive communication, problem-solving, and a genuine commitment to customer service, you'll help build trust and deliver great outcomes at every stage of the journey.
To act as an ambassador of the Bank’s vision to; Back more people to go for it in life and in business.
What will your day look like?
No two days are the same.
You'll support customers throughout their mortgage journey, helping with product transfers, additional borrowing, and future home moves, while delivering outstanding service to customers, landlords, and mortgage broker partners.
You'll provide mortgage guidance, complete affordability assessments, support our execution-only service, and handle key administrative tasks such as managing enquiries, producing documentation, and instructing valuations.
We're looking for someone who is customer-focused, adaptable, and enjoys solving problems.
In return, you'll receive comprehensive training, opportunities to develop your skills, and the chance to make a real impact by helping us continuously improve the customer experience. 🚀
What do we expect from you?
- Excellent customer service and relationship-building skills, with a customer-first approach.
- Strong verbal and written communication skills, including the ability to listen actively and explain complex information clearly and effectively.
- Previous telephony experience, with confidence handling a range of customer conversations and enquiries.
- Strong numerical, analytical, and IT skills, with excellent attention to detail and accuracy.
- Awareness of risk and regulatory requirements, with an understanding of the importance of identifying and escalating potential risks.
- Mortgage industry experience is desirable.
Ce MAP 1, 2 and 3 qualifications would be advantageous; however, if you do not already hold these qualifications, we will support you in achieving them as part of your development journey.
What can you expect from us?
- A hybrid working policy, 2 days per week onsite in one of our offices
- A friendly and flexible culture, the same as how we work with our customers.
- A growing organisation that means there’s lots of opportunities to progress
- A drive for continuous improvement, which you will be empowered to get behind from day one.
- And of course, you will be rewarded competitively, with a good range of core benefits and bonus potential.
- Let us tell you a bit about us
We’re Aldermore – the award-winning bank, trusted and highly rated by over a quarter of a million customers for more than a decade.
With our range of specialist mortgages, savings accounts and business finance solutions, we're backing more people to go for it.
We thrive by saying “yes” to our customers.
We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; we open up the lending market to many; and thousands of customers chose Motonovo Finance every week to buy their next car, van or motorbike.
Still curious?
Join us and we’ll make the same promises to you as a colleague, as we do to each of our customers.
We’re committed to building a working environment that values respect, diversity, and compassion.
We welcome people regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave.
Please note that we have a thorough referencing process, which includes criminal record checks
The Company
We champion equality by supporting the exceptions to the rule and getting finance to where it’s needed.
We lend the money people save with us, to people who want to get on in life; build businesses and create employment, buy property for people to live and work in, and purchase vehicles to move families and goods around.
Behaviour Framework
Our behavioural framework underpins our purpose and strategic drivers, as it outlines the behaviours we need to demonstrate in order to succeed.
Where our strategic drivers (Stay Ahead Propositions, Relationships That Last and Progressive Platform) outline what we need to do to succeed, our behaviours guide us in how.
In your second interview, we’ll ask you to talk through some examples where you’ve demonstrated these behaviours in your previous roles.
The Benefits
As you would expect, we offer a competitive basic salary and reward package, and you’ll also benefit from our commitment to investing in your professional development throughout your journey with us.
Benefits vary across the business depending on the role you do, but these will give you an idea of what to expect:
- Discretionary bonus scheme
- Aviva Digital GP
- Bus And Tram Benefit
- Employee Assistance Programme
- Eyecare Voucher & Display Screens/Desk Set-Up
- Flu Jab Vouchers
- Group Income Protection
- Life Assurance
- Metrolink Annual Pass & Clipper Ticket
- Microsoft Discounts
- Private Medical Insurance Shopping Discounts
- Toothfairy
- Your Workplace Pension
- Hybrid Working
- Critical Illness
- Cycle To Work
- Dental Insurance
- Give As You Earn
- Government Tax-Free Childcare Scheme
- Octopus Electric Vehicles
- Save Our Planet
- Season Ticket Loan
- Spouse Or Partner Life Assurance
- Technology
- Wearable Technology
- Wellbeing App
- Will Writing
- Documents
Property Customer Service Associate - Retention Team in Manchester employer: Aldermore Bank
Aldermore Bank is an excellent employer that champions a flexible work culture, allowing you to thrive in a hybrid environment while managing the full Reward lifecycle. With competitive reward packages, including private medical insurance and 30 days of holiday, we prioritise employee well-being and growth, making it a rewarding place to develop your career in the financial sector.
StudySmarter Expert Advice🤫
We think this is how you could land Property Customer Service Associate - Retention Team in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aldermore Bank. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aldermore Bank before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Property Customer Service Associate - Retention Team in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aldermore Bank:Your cover letter is your chance to shine! Tell us why you want to work at Aldermore Bank specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aldermore Bank!
How to prepare for a job interview at Aldermore Bank
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
