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- Tasks: Investigate and resolve customer complaints in mortgage services, ensuring fair outcomes.
- Company: Join Connells Group, a leading name in property services with a commitment to diversity.
- Benefits: Enjoy perks like gym discounts, 25 days holiday, and 24/7 support for you and your family.
- Why this job: Be part of a team that values fairness and positive resolutions while developing your skills.
- Qualifications: Strong communication skills and a willingness to learn; mortgage qualification is a plus.
- Other info: We encourage diverse applicants and support your growth, even if you don't meet every requirement.
The predicted salary is between 28800 - 43200 £ per year.
We’re looking for a dedicated Customer Relations Advisor to support customers by fairly and thoroughly investigating complaints within our mortgage services business. In this role, you’ll assess complaints independently, offer suitable redress where appropriate, and ensure all outcomes meet FCA Dispute Resolution (DISP) guidelines. You’ll play a key part in delivering fair, timely, and positive resolutions for our customers.
Working Hours: Mon – Fri 9.00 – 17.30
Key roles and responsibilities of a Customer Relations Advisor:
- Investigate and resolve mortgage and insurance complaints in line with FCA rules.
- Communicate clearly with customers by phone and in writing.
- Support team performance by contributing to meetings and sharing feedback.
- Help improve processes by suggesting ideas to the Customer Relations Manager.
- Stay up to date by completing regular training and passing quarterly tests.
What can we offer you?
- Full training provided.
- Perks at Work – Discounts on products and services, including gym discounts.
- Group Discounts on Property Services, including estate agency, mortgage, conveyancing and surveying services.
- 25 days holiday entitlement in addition to Bank Holidays.
- Aviva Digicare – including digital GP and annual health check.
- Access to our Employee Assistance Programme - 24/7 support for you and your family.
- Nuffield Health Screening – discounted medical assessment to provide an in-depth picture of your health.
Skills and experience required to be a successful Customer Relations Advisor:
- CeMAP or equivalent mortgage qualification (or willing to complete CF1 & CF6 within 12 months).
- Strong communication skills - confident with both written and verbal contact.
- Detail-focused, organised, and able to meet deadlines under pressure.
- Team player with a positive, can-do attitude and great customer service skills.
- Experience handling regulated mortgage or insurance complaints (desirable, but not essential).
Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.
Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Connells Group we are dedicated to building a diverse, inclusive and authentic workplace. So, if you’re excited about this role but your experience doesn’t fit perfectly with every aspect of the job description, we encourage you to apply anyway. You may be just the right candidate for this or other opportunities.
Customer Relations Advisor employer: Connells Group HQ
Contact Detail:
Connells Group HQ Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Advisor
✨Tip Number 1
Familiarise yourself with FCA Dispute Resolution guidelines. Understanding these regulations will not only help you in the role but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Brush up on your communication skills, both written and verbal. Practising how to clearly articulate your thoughts can make a significant difference when discussing customer complaints and resolutions.
✨Tip Number 3
Network with current or former Customer Relations Advisors. They can provide insights into the role and share tips on how to excel, which can be invaluable during your application process.
✨Tip Number 4
Stay updated on industry trends related to mortgages and insurance. Showing that you are knowledgeable about the market can set you apart from other candidates and highlight your enthusiasm for the role.
We think you need these skills to ace Customer Relations Advisor
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Relations Advisor position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience you have in customer service or handling complaints, especially within mortgage or insurance sectors. Use specific examples to demonstrate your problem-solving skills and ability to communicate effectively.
Showcase Your Qualifications: If you have a CeMAP qualification or are willing to complete CF1 & CF6, make sure to mention this prominently in your application. This shows your commitment to the role and your understanding of the mortgage industry.
Craft a Strong Cover Letter: Write a compelling cover letter that not only outlines your qualifications but also conveys your enthusiasm for the role. Discuss why you want to work for Connells Group and how you can contribute to their mission of delivering fair and timely resolutions for customers.
How to prepare for a job interview at Connells Group HQ
✨Understand FCA Guidelines
Familiarise yourself with the FCA Dispute Resolution guidelines before the interview. This will show your commitment to compliance and your understanding of the regulatory environment in which the company operates.
✨Demonstrate Communication Skills
Prepare to showcase your strong communication skills during the interview. Practice articulating your thoughts clearly, both verbally and in writing, as this role heavily relies on effective communication with customers.
✨Showcase Problem-Solving Abilities
Be ready to discuss specific examples where you successfully resolved complaints or issues in previous roles. Highlight your detail-oriented approach and how you can meet deadlines under pressure.
✨Emphasise Team Collaboration
Express your willingness to contribute to team performance and share feedback. Mention any past experiences where you worked collaboratively to improve processes or outcomes, as teamwork is essential in this role.
