At a Glance
- Tasks: Provide top-notch support to mortgage brokers via phone, webchat, and email.
- Company: Join Stonebridge Mortgage Solutions, a forward-thinking company with a supportive culture.
- Benefits: Enjoy competitive salary, hybrid working, free meals, and wellness days.
- Other info: Great career growth opportunities in a dynamic, collaborative environment.
- Why this job: Make a real impact by helping partners excel with our platforms and systems.
- 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.
Our Benefits
- 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
Essential
- 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
Desirable
- 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
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 - Mortgage & Insurance Network
At Stonebridge Mortgage Solutions, we pride ourselves on fostering a vibrant and inclusive work culture that champions collaboration and personal growth. As a Partner Support Consultant, you will benefit from a competitive salary, generous leave policies, and a range of wellness initiatives, all while working in a hybrid environment that promotes work-life balance. Join us to be part of a forward-thinking team where your contributions are valued and rewarded, making a meaningful impact in the financial services sector.
Contact Details:
Stonebridge - Mortgage & Insurance Network Recruitment 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 your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that Partner Support Consultant role.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to IT support. We recommend doing mock interviews with friends or using online resources to get comfortable. The more you rehearse, the more confident you’ll feel when it’s time to shine!
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you’ve tackled complex queries or improved service processes in previous roles. We want to see how you think on your feet and handle challenges like a champ.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and genuinely interested in joining our team at Stonebridge Mortgage Solutions.
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 to highlight your experience in IT support and how it aligns with the role of a Partner Support Consultant. We want to see how your skills can help us deliver high-quality support!
Showcase Your Communication Skills:Since you'll be communicating with our Appointed Representatives, it's crucial to demonstrate your excellent communication skills in your application. Use clear and professional language to reflect how you would interact with users.
Highlight Problem-Solving Experience:We love candidates who can troubleshoot effectively! Share specific examples of how you've resolved complex issues in previous roles. This will show us that you're ready to tackle the challenges of this position.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people!
How to prepare for a job interview at Stonebridge - Mortgage & Insurance Network
✨Know Your Stuff
Make sure you understand the role of a Partner Support Consultant inside out. Familiarise yourself with ITIL principles and be ready to discuss your experience in fast-paced IT support environments. Brush up on common troubleshooting techniques and be prepared to share examples of how you've resolved complex queries.
✨Showcase Your Communication Skills
Since you'll be communicating with mortgage brokers via phone, webchat, and email, practice articulating your thoughts clearly and professionally. Consider doing mock interviews with friends or family to refine your communication style and ensure you can convey technical information in an easy-to-understand manner.
✨Demonstrate Problem-Solving Prowess
Prepare to discuss specific instances where you've tackled tricky problems. Think about the steps you took to identify the root cause and how you implemented solutions. This will show that you not only have the skills but also the analytical mindset needed for the role.
✨Emphasise Team Collaboration
While the role requires independence, it's crucial to highlight your ability to work within a team. Share examples of how you've collaborated with colleagues to improve service delivery or resolve issues. This will demonstrate that you're a team player who values collaboration, which aligns with Stonebridge's company culture.
