At a Glance
- Tasks: Provide top-notch support to mortgage brokers via phone, webchat, and email.
- Company: Join a forward-thinking company with a supportive culture.
- Benefits: Enjoy competitive salary, flexible hybrid work, and free meals in the office.
- Other info: Great career growth opportunities and a vibrant team environment.
- Why this job: Make a real impact by helping partners excel with our platforms.
- 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 — ITIL‑Driven, Hybrid Role in Basildon employer: Stonebridge - Mortgage & Insurance Network
At Stonebridge Mortgage Solutions, we pride ourselves on fostering a vibrant work culture that champions collaboration and support. As a Partner Support Consultant, you'll benefit from a competitive salary, generous leave policies, and a hybrid working model that promotes work-life balance, alongside unique perks like free meals and volunteering opportunities. Join us in a role where your contributions are valued, and grow within a forward-thinking organisation dedicated to excellence in IT services.
Contact Details:
Stonebridge - Mortgage & Insurance Network Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Partner Support Consultant — ITIL‑Driven, Hybrid Role 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 how you can contribute to our service excellence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are genuinely interested in joining our team at Stonebridge Mortgage Solutions.
We think you need these skills to ace Partner Support Consultant — ITIL‑Driven, Hybrid Role 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. We want to see how your skills can help us deliver that high-quality support our partners expect!
Showcase Your Communication Skills:Since you'll be interacting with our Appointed Representatives, it's crucial to demonstrate your excellent communication skills. Use clear and professional language in your application to reflect how you would communicate with users.
Highlight Problem-Solving Experience:We love candidates who can troubleshoot and resolve issues effectively. Share specific examples of how you've tackled complex queries or incidents in your previous roles to show us you're the right fit for this fast-paced environment.
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. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Stonebridge - Mortgage & Insurance Network
✨Know Your ITIL Basics
Since this role is ITIL-driven, make sure you brush up on the key principles of ITIL. Be ready to discuss how you've applied these principles in your previous roles, especially in troubleshooting and incident management.
✨Showcase Your Communication Skills
As a Partner Support Consultant, you'll be communicating with mortgage brokers across various channels. Prepare examples that highlight your ability to communicate clearly and professionally, especially in high-pressure situations.
✨Demonstrate Problem-Solving Prowess
Think of specific instances where you've successfully resolved complex issues. Be prepared to walk through your thought process and the steps you took to troubleshoot and resolve problems effectively.
✨Familiarise Yourself with Their Tools
If you have experience with ManageEngine ServiceDesk Plus or similar tools, mention it! If not, do a bit of research on these platforms so you can speak confidently about how you'd adapt to their systems.
