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- Tasks: Support customers with mortgage queries and provide outstanding service over the phone.
- Company: Join Kensington Mortgages, a leader in specialist mortgage solutions for over 25 years.
- Benefits: Enjoy 25 days holiday, competitive salary, and a fantastic range of benefits.
- Why this job: Make a real difference in customers' lives while developing your skills in a supportive environment.
- Qualifications: Experience in customer service, strong communication skills, and a positive attitude.
- Other info: Remote work opportunity with a focus on professional growth and inclusivity.
The predicted salary is between 23400 - 28600 £ per year.
We are hiring a Customer Service Agent. Location: Remote (UK residents only). Start Date: 18th May 2026. Working Hours: Monday to Friday, 09:00 - 17:30. Salary: £26,000 per annum. Benefits: 25 days holiday plus a fantastic range of benefits.
About Kensington Mortgages: For over 25 years, Kensington Mortgages has been a leader in specialist mortgage solutions. We are committed to helping people secure mortgages when traditional lenders say no. As a wholly owned subsidiary of Barclays Bank UK PLC, we operate with integrity and excellence, fully authorised by the Financial Conduct Authority.
Your Role: As a Customer Service Agent, you will be the voice of Kensington Mortgage Company (KMC), supporting customers over the phone with queries, complaints, and general mortgage assistance. From account opening to closure, you will ensure every customer receives outstanding service. You will handle a wide range of enquiries from payments and balances to redemptions, making a real difference in our customers' lives.
Key Responsibilities:
- Respond to inbound customer queries on topics such as payments, balances, interest rates, account updates, and terms.
- Update customer records and process account changes accurately.
- Investigate and resolve internal and external requests efficiently.
- Prioritise workloads in line with service standards.
- Ensure compliance with policies, procedures, and regulations.
- Assess risk factors during daily tasks.
- Identify opportunities for process improvements.
- Maintain strict adherence to regulatory and policy requirements.
What You'll Bring:
- Experience in a telephony-based role within a regulated environment (financial services/mortgages preferred).
- Proven ability in a target-driven, customer-focused setting.
- Excellent verbal and written communication skills.
- Empathy and the ability to support vulnerable customers.
- Strong problem-solving and objection-handling skills.
- Confidence using Microsoft Office and navigating multiple systems while on calls.
- A positive attitude towards change and adaptability.
- High attention to detail and accuracy.
Why Join Us?
At KMC, our people are at the heart of our success. We foster a culture of professional growth and work-life balance. Our inclusive environment celebrates diversity in all its forms, ensuring everyone feels respected and valued. We are proud to be an equal opportunity employer, embracing differences in gender, race, identity, ethnicity, and sexual expression.
Ready to Make a Difference?
If you are passionate about delivering exceptional customer service and want to be part of a team that values your contribution, we would love to hear from you. Apply today and become part of the Kensington Mortgages family, helping us continue to make a positive impact in our customers' lives.
Important Information:
We are looking for candidates who can start remotely on Monday 18th May 2026. To get the most from our training, please avoid taking annual leave during the first 7 weeks. All offers are subject to background checks, including DBS, credit, and Right to Work. To use our digital Right to Work checks, you will need a valid passport. Otherwise, you will need to visit our Marlow, Buckinghamshire office to present ID.
Customer Service Agent - Marlow, SL7 1YL employer: Kensington Mortgages
Contact Detail:
Kensington Mortgages Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Agent - Marlow, SL7 1YL
✨Tip Number 1
Network like a pro! Reach out to friends, family, or even former colleagues who might have connections at Kensington Mortgages. A personal referral can really give you an edge in landing that Customer Service Agent role.
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you'd handle tricky situations or difficult customers. We want you to shine and show off those problem-solving skills!
✨Tip Number 3
Show your enthusiasm for the role! When you get that interview, let your passion for helping customers come through. Kensington Mortgages values empathy and a positive attitude, so make sure they see that in you.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Kensington Mortgages family and making a difference.
We think you need these skills to ace Customer Service Agent - Marlow, SL7 1YL
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Customer Service Agent role. Highlight any previous experience in a telephony-based role, especially in financial services or mortgages, as this will catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to express your passion for customer service and how you can make a difference at Kensington Mortgages. Be genuine and let your personality come through.
Showcase Your Communication Skills: Since excellent verbal and written communication skills are key for this role, ensure your application is clear, concise, and free of errors. This is your first impression, so make it count!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll find all the details you need there!
How to prepare for a job interview at Kensington Mortgages
✨Know Your Stuff
Before the interview, make sure you understand Kensington Mortgages and their commitment to helping customers. Familiarise yourself with their services, especially in the mortgage sector, so you can speak confidently about how you can contribute to their mission.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences that highlight your customer service abilities. Think of specific situations where you resolved issues or went above and beyond for a customer, as this will demonstrate your fit for the role.
✨Practice Active Listening
During the interview, show that you can listen actively. This means not just hearing the questions but also responding thoughtfully. It’s crucial for a Customer Service Agent to understand customer needs, so practice reflecting back what you hear.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Prepare by thinking through common customer service challenges and how you would handle them, especially in a regulated environment like financial services.