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For Companies At a Glance
- Tasks: Conduct customer service calls to assess consumer outcomes and experiences.
- Company: Join Stonebridge, a leading mortgage and protection network in the UK.
- Benefits: Enjoy hybrid working, competitive salary, and perks like free meals and gym subsidies.
- Why this job: Be part of a passionate team focused on excellence and customer satisfaction.
- Qualifications: Strong communication skills and previous customer service experience are essential.
- Other info: Diversity is celebrated; all backgrounds are encouraged to apply.
The predicted salary is between 20000 - 30000 £ per year.
4 days ago Be among the first 25 applicants
Stonebridge – Mortgage & Insurance Network
This range is provided by Stonebridge – Mortgage & Insurance Network. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
We are looking to increase the size of our team, and are currently recruiting for a Customer Service Analyst (Consumer Outcomes Analyst) to join the team. The role is paying a salary of £25,000 and is ideally hybrid working, from our Basildon office, however we may also consider remote working for candidates located further afield.
Who We Are
Stonebridge Mortgage Solutions Ltd is one of the leading dedicated mortgage and protection networks in the UK with a professional community of more than 1,300 mortgage and protection advisers and 600 firms. Our team is comprised of passionate professionals committed to excellence and continuous improvement. We aim to provide world class support and guidance utilising our cutting‑edge systems and regulatory expertise and our revolutionary spirit has the customer at its heart.
Our Benefits
- Great company culture
- Competitive salary
- Performance related bonus (non contractual)
- 22 days annual leave + your birthday off + up to 3 more annual leave days linked to years of service
- Company Pension with optional matched additional contributions up to 1.5%
- Flexibility to work from home
- Free breakfast, lunch, fresh fruit snacks, hot and cold soft drinks when working in the office
- 2 days off per annum for charity / community volunteering
- 2 half days paid leave for \’me time\’ to support mental and physical wellbeing
- 1 day paid leave for \’team time\’ joining your team in a volunteering / community service activity
- Full programme of employee engagement activities
- Company reward and recognition schemes
- Retail discounts and cash back platform
- Salary sacrifice schemes for home and tech, cycle to work, pension scheme
- Company sick pay
- Option to buy / sell up to 5 additional days annual leave
- Gym Subsidy
- Employee Assistance Programme
- £500 employee referral scheme
- Death in service insurance cover
- Critical illness insurance cover
The role
The Consumer Outcome Analyst is responsible for completing customer service calls to help determine whether consumers have received the right outcomes and experience from the company who arranged their mortgage or insurance products. The Analyst will collate, review and report on the outcomes of the service calls to senior management, identifying trends, concerns, and areas for improvement. The role also has responsibility for supporting the Compliance Operations Team with other MI reporting tasks, such as lender and provider and consumer duty MI.
Key Responsibilities
- Complete customer care surveys
- Reporting on customer care surveys
- Analysis of customer care surveys
- Lender & Provider MI
- Consumer Duty MI
- Compliance Operations Team Tasks
Our ideal candidate
- Outbound call handling experience (essential)
- Excellent communication skills – ability to communicate effectively with customers and adapt their style. (essential)
- Experience in a previous customer service role (essential)
- Experience in a telephony-based role (desirable but not essential)
- Positive Approach – ability to interact positively and professionally with customers. (essential)
- Strong data entry and computer skills – ability to record, analyse and report. (desirable not essential)
- Strong organisational and time‑management skills (desirable but not essential)
- Eligibility to work in the UK and everything it takes to successfully complete pre‑employment screening (essential)
How To Apply
Apply with CV. If you require any reasonable adjustments for any part of the recruitment process, please let our recruitment team know.
Individuals with different cultures, perspectives and experiences are at the heart of the way Stonebridge works. We are committed to equality of opportunity and welcome applications from everyone regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships, and ex‑offenders.
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Customer Service Analyst employer: Stonebridge - Mortgage & Insurance Network
Contact Detail:
Stonebridge - Mortgage & Insurance Network Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Analyst
✨Tip Number 1
Familiarise yourself with the mortgage and insurance industry. Understanding the basics of how these products work will help you engage more effectively during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Practice your communication skills, especially over the phone. Since the role involves customer service calls, being able to convey information clearly and professionally will set you apart from other candidates.
✨Tip Number 3
Research Stonebridge's company culture and values. Tailoring your conversation to reflect their commitment to customer outcomes and continuous improvement can show that you're a great fit for their team.
✨Tip Number 4
Prepare examples from your past experiences that highlight your problem-solving skills and ability to handle customer inquiries. This will help you illustrate your capabilities during the interview process.
We think you need these skills to ace Customer Service Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service roles. Emphasise your communication skills and any experience with telephony-based work, even if it's not essential.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the role. Mention how your skills align with the responsibilities of the Customer Service Analyst position.
Highlight Relevant Skills: In your application, focus on your organisational and time-management skills. Even if they are not essential, showing that you possess these traits can set you apart from other candidates.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Stonebridge - Mortgage & Insurance Network
✨Showcase Your Communication Skills
As a Customer Service Analyst, effective communication is key. Prepare examples of how you've successfully interacted with customers in the past, highlighting your ability to adapt your style to different situations.
✨Demonstrate Your Analytical Abilities
The role involves analysing customer care surveys and reporting on outcomes. Be ready to discuss any previous experience you have with data analysis or reporting, even if it's from a different context.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and how you handle difficult customer interactions. Think of specific scenarios where you turned a negative experience into a positive one.
✨Research Stonebridge and Its Values
Familiarise yourself with Stonebridge's mission and values. Understanding their commitment to customer outcomes will help you align your answers with what they are looking for in a candidate.