At a Glance
- Tasks: Provide top-notch support to mortgage brokers via phone, webchat, and email.
- Company: Join Stonebridge Mortgage Solutions, a leading UK mortgage network with a supportive culture.
- Benefits: Enjoy competitive pay, flexible hybrid working, and free meals in the office.
- Other info: Great career growth opportunities and a vibrant team environment await you.
- Why this job: Make a real difference by helping partners thrive with exceptional support.
- Qualifications: Experience in IT support and strong problem-solving skills are essential.
The predicted salary is between 30000 - 40000 € per year.
At Stonebridge Mortgage Solutions, we’re expanding our IT Services function and are looking for a Partner Support Consultant who is passionate about delivering high‑quality support, building strong relationships, and helping users get the most from our platforms and systems.
About Us
Stonebridge Mortgage Solutions is one of the UK’s leading mortgage and protection networks, supporting over 1,300 advisers and more than 600 partner firms nationwide. We deliver exceptional service, secure technology, and operational support that empower our advisers and appointed representatives to thrive. We believe great work deserves great rewards.
Our successful candidate will enjoy:
- Great company culture built on openness, collaboration, and support
- Competitive salary and performance‑related bonus (non‑contractual)
- 22 days annual leave plus your birthday off, and up to 3 additional days for length of service
- Company pension with optional matched contributions up to 1.5%
- Hybrid working with flexibility to work from home
- Free breakfast, lunch, snacks, and drinks when working in the office
- 2 volunteering days and 1 team volunteering day each year
- 2 half‑days of paid ‘me time’ to support mental and physical wellbeing
- Employee engagement activities, recognition schemes, and retail discounts
- Salary sacrifice schemes (home tech, cycle to work, pension)
- Gym subsidy, company sick pay, and EAP support
- Option to buy up to 5 extra days’ holiday
- £500 employee referral scheme
- Death in service cover and critical illness insurance
About the Role
As a Partner Support Consultant, you’ll be the first point of contact for our Appointed Representatives (Mortgage Brokers), providing prompt, accurate, and professional support across telephone, webchat, and email. You’ll manage your own workload, resolve incidents and service requests, and play a key role in maintaining service excellence across our network. Working in a fast‑paced, ITIL‑aligned environment, you’ll help ensure our partners receive the outstanding support they expect from Stonebridge.
What You’ll Be Doing
- Delivering high‑quality support across phone, webchat, and ticketing channels
- Troubleshooting platform, access, and system issues
- Managing and prioritising incidents and service requests to meet SLAs
- Handling complex queries and supporting escalations
- Ensuring clear, professional communication with users and internal teams
- Maintaining accurate ticket documentation and following ITIL‑aligned processes
- Identifying recurring issues and contributing to service improvements
- Supporting incident and problem management, including root‑cause analysis
- Creating and maintaining knowledge articles and user guides
- Assisting with UAT and release testing
- Contributing to operational reporting and service performance insights
What We’re Looking For
- Experience in a fast‑paced, ITIL‑aligned IT support environment
- Background in service desk, helpdesk, or application support
- Strong troubleshooting and problem‑solving skills
- Excellent communication across phone, webchat, and email
- Ability to prioritise effectively and manage competing demands
- High attention to detail and strong documentation skills
- Ability to work independently while contributing to a collaborative team
- Able to fully satisfy the pre‑employment screening process, which comprises code of conduct, right to work, identity, 5 years referencing, AML, credit screen, financial sanctions and DBS checks
- Experience in financial services or a regulated environment
- Familiarity with ManageEngine ServiceDesk Plus or similar tools
- Understanding of ITIL Foundation principles
- Experience supporting software platforms used by mortgage or financial adviser networks
Ready to Apply? If you’re passionate about delivering excellent support and want to be part of a growing, forward‑thinking organisation, we’d love to hear from you.
Partner Support Consultant in Basildon employer: Stonebridge Group - Mortgage & Insurance Network
At Stonebridge Mortgage Solutions, we pride ourselves on fostering a vibrant work culture that champions collaboration and support, making us an exceptional employer for the Partner Support Consultant role. With competitive salaries, generous leave policies, and a commitment to employee wellbeing through initiatives like gym subsidies and volunteering days, we empower our team to thrive both personally and professionally. Our hybrid working model and focus on continuous improvement ensure that you will not only contribute to our success but also grow alongside us in a dynamic and rewarding environment.
Contact Detail:
Stonebridge Group - Mortgage & Insurance Network Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Partner Support Consultant in Basildon
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to IT support and customer service. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your problem-solving skills during the interview. Think of specific examples where you’ve resolved issues in a fast-paced environment, especially if they relate to ITIL principles.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Partner Support Consultant in Basildon
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Partner Support Consultant role. Highlight your experience in IT support and any relevant skills that match what we’re looking for, like troubleshooting and communication.
Show Your Passion:Let us know why you’re excited about delivering high-quality support! Share examples of how you’ve built strong relationships in previous roles and how you’ve helped users get the most from systems.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We want to see your personality shine through while still being professional!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Stonebridge Group - Mortgage & Insurance Network
✨Know Your Stuff
Make sure you understand the ITIL principles and how they apply to support roles. Brush up on your troubleshooting skills, especially in a fast-paced environment like Stonebridge Mortgage Solutions. Familiarity with tools like ManageEngine ServiceDesk Plus will definitely give you an edge.
✨Showcase Your Communication Skills
As a Partner Support Consultant, you'll be communicating with mortgage brokers across various channels. Practice clear and professional communication, whether it's over the phone, via webchat, or through email. Consider role-playing common scenarios to build your confidence.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific examples of how you've resolved complex queries in the past. Think about times when you identified recurring issues and contributed to service improvements. This will show that you can think critically and act proactively.
✨Emphasise Team Collaboration
While you'll need to manage your own workload, being part of a collaborative team is key. Be ready to share experiences where you've worked effectively with others to achieve a common goal. Highlighting your ability to balance independence with teamwork will resonate well with the interviewers.
