Help Desk Representative - mortgages

Join to apply for the Help Desk Representative - mortgages role at Simplybiz Mortgages. We have an exciting opportunity to join our award‑winning Mortgage Club! As part of the mortgage helpdesk, you’ll be one of the first points of contact for mortgage‑related queries from our members. You’ll be the kind of person who takes pride in going above and beyond to deliver exceptional service and support to our members.

You will need to have experience in a telephone helpline position – preferably within financial services and a general understanding of the mortgage market and lender criteria.

Who we are

We’re one of the largest mortgage clubs in the UK, here to give mortgage advisers more value, opportunity and control. Our members get exclusive access to an array of products, enhanced rates, market‑leading compliance support, and innovative sourcing and back‑office software, so you can deliver a truly holistic service to customers.

What we’re proud of

• Supporting over 4,000 mortgage intermediaries across the UK
• Enabling best outcomes for clients through our award‑winning mortgage club
• Helping advisers diversify with specialist lending solutions, plus ancillary products and service

Role overview

This is not only a chance to join an amazing team but also an opportunity to work in a fantastic industry. We collaborate closely with our members, which includes lender and provider partners, to offer market‑leading education, guidance, and support. As part of our mortgage helpdesk, you will be one of the first points of contact for mortgage‑related queries from our members. We pride ourselves on going above and beyond to support our members, building strong relationships that enhance their experience with Simplybiz Mortgages and strengthen our position as one of the best mortgage clubs in the market. In this ever‑evolving industry, we will support your development, ensuring you gain extensive knowledge of the mortgage marketplace and become an invaluable resource for our members. You’ll need to be curious, hungry to learn and keen to develop your skills!

What you’ll be doing

• Provide day‑to‑day support to our members via phone and email, delivering value in every interaction.
• Proactively explore ways to help members maximise their membership benefits and grow their business in line with our four pillars of success and our company values.
• Assist members in placing mortgage and associated business by leveraging your knowledge of the marketplace and researching possible solutions with our lender and provider partners.
• Build and nurture relationships with members, as well as lender and provider partners.
• Identify opportunities where members may benefit from enhanced support in areas such as general insurance, later life lending, and technology.
• Undertake outbound calling projects to highlight and promote valuable opportunities such as events or webinars, lender focus weeks, and campaigns.
• Proactively promote our suite of technology offerings to members.
• Provide support to members who are experiencing challenges and escalate where needed.

What you’ll need to succeed

• Experience in a telephone helpline position – preferably within financial services.
• A general understanding of the mortgage market and lender criteria.
• Excellent interpersonal skills and the ability to build strong relationships with member firms and lender contacts.
• A proactive, can‑do approach with a passion for problem‑solving and a dedication to supporting our valued members.
• Experience in the intermediary marketplace is desirable.
• A willingness to undertake the CeMAP qualification (if not already held) – we’ll support you with this.

Location

The team currently works three days in the office each week (Huddersfield) and two days from home but this may be subject to change depending on business requirements and capacity.

Right to work

Applicants must already hold a legal right to work in the UK without time restrictions. We are currently unable to provide Skilled Worker visa sponsorship.

Fintel plc and all the businesses within it adopt a zero‑tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010. We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff. From application to interview, we place inclusion at the heart of all we do. For these reasons we strongly encourage suitably qualified applicants from a wide range of backgrounds.