If you've got a customer service background, if you’re a confident communicator, passionate about customer satisfaction and looking to take on a new challenge in an established business, there’s really no better place for you.
As a Buy to Let Mortgage Representative you will play a key role handling inbound calls throughout the day in our fast-paced Mortgage team. This is a fantastic opportunity to become an integral part of a dynamic team handling varying calls from our landlords every day, where no two calls are the same and you will be fully trained before you start interacting with our landlords.
As a Mortgage Representative at The Mortgage Works (TMW), you’ll be making our landlords’ lives easier and helping them by being the first point of contact for our Landlord’s in their Mortgage application journey.
This role requires people who can work between 28-35 hours a week. As this is a Telephony team with core opening hours you’ll have contracted hours. Your schedule will include working Monday to Friday, between 9am-5pm.
At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.
For this job you'll spend at least two days per week, or if part time, you'll spend 40% of your working time, based at either our Bournemouth or Northampton office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.
The training is 2 weeks long, this requires 35 hours working across Monday to Friday, no days off are permitted in this time. During this time, you will be completing business critical training which will be highly important to your own development.
The training will require 5 days in either of the two office locations, if this is a location away from your nearest site this would be expensed. You may be required to come into your nearest location for sign offs or as and when required throughout the training period.
Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.
If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.
Responsibilities
What you’ll be doing
Supporting inbound mortgage queries by phone throughout the day, you’ll play a pivotal role in providing initial affordability and rate information and, when relevant, booking an appointment with a Buy to Let Mortgage Consultant. You will also help customers switch their rate on a non-advised basis. Through training and on the job development, we’ll equip you with an in-depth knowledge of our award-winning product range to be able to talk to customers with confidence.
That said, you will do more than just communicate; you’ll provide different options for landlords to choose from, depending on the landlord’s circumstances and needs. Using your acquired knowledge of the Mortgage function and wider business, you’ll support landlords on their mortgage journey.
The focus will be to deliver a service that’s professional, secure and in line with our operational procedures, keeping customer experience at the front of your mind.
About you
As a minimum requirement you will:
- Have recent telephony experience in a customer service environment.
- Previously worked in a Financial Service, banking or call centre sector
- Have good analytical skills and be able to demonstrate where you have made a decision using multiple sources of information in line with policy.
- A proven track record of providing excellent customer service and examples of where you have gone above and beyond for your customers.
- Be able to communicate confidently and clearly, adjusting your tone of voice demonstrating empathy handling challenging conversations with a wide range of people.
- Either hold CeMap of have a commitment to complete it within 12 months of starting the role.
Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:
Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind
Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand
Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development
Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes
You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.
Qualifications
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
25 days holiday, pro rata
Access to private medical insurance
A highly competitive pension to help you build a strong foundation for retirement
Access to an annual performance-related bonus
Training and development to help you progress your career
A great selection of additional benefits through our salary sacrifice scheme
Life assurance to provide peace of mind for you and your loved ones in the event of your death
Wellhub – access to a range of free and paid options for health and wellness
Up to 2 days of paid volunteering a year
Banking – but fairer, more rewarding, and for the good of society
We forge our own path at Nationwide.
As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.
If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.
At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.
We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.
What to do next
If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.
We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.
The hiring manager for this role is Simon Freemantle, and the main recruitment contact is Emily Short.
Contact Details:
Nationwide Building Society Recruitment Team
