At a Glance
- Tasks: Support customers with their mortgage needs over the phone and create brilliant experiences.
- Company: Join Virgin Money, a forward-thinking bank committed to making a difference.
- Benefits: Enjoy 38.5 days holiday, flexible benefits, and market-leading pension from day one.
- Other info: Be part of an inclusive culture that celebrates diversity and encourages growth.
- Why this job: Make a real impact by helping customers navigate one of life's biggest financial commitments.
- Qualifications: Excellent communication skills and a customer-first mindset are essential.
The predicted salary is between 23500 - 32400 £ per year.
This is a fully telephony-based role. You\'ll be handling inbound calls from customers who are looking to discuss their mortgage needs. Your role will be to provide detailed policy and process information to answer customers enquiries. You\'ll be the first point of contact, so you\'ll need to bring warmth, empathy and confidence to every call. If you\'re someone who thrives on talking to people, solving problems and making a difference over the phone, this could be the perfect fit for you.
What you\'ll be doing
- Speaking with customers over the phone to support them with one of life\'s biggest financial commitments - their mortgage.
- Understanding their needs and checking eligibility, before booking appointments with our expert mortgage advisers.
- Creating brilliant experiences through every phone call, so our customers feel heard, valued and supported.
- Listening carefully, asking the right questions, and finding the right outcomes for every individual.
- Working closely with your team, sharing knowledge, ideas and supporting each other to deliver consistently great results.
- Excellent communication and listening skills with the ability to empathise and deliver a customer first service.
- Telephony experience with the ability to effectively assist customers in a remote capacity.
- Experience of following detailed policy and process guides while supporting customers.
- A curious mindset. You\'re not afraid to ask questions to get to the heart of what the customer needs.
- Brilliant communication skills, you\'re a natural on the phone, with a positive tone and the ability to build rapport quickly.
- A flexible, can-do attitude with the ability to adapt to different customer needs.
- Some financial services experience (bonus but not essential).
- Knowledge or experience of mortgages.
- Experience of working to targets to support in commercial delivery.
- Knowledge of banking products.
Benefits
- Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more.
- Up to five extra paid well-being days per year.
- 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
- Market-leading pension.
- Free private medical cover, income protection and life assurance.
- Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.
- And there\'s no waiting around, you\'ll enjoy these benefits from day one.
About Virgin Money
Virgin Money is so much more than just a bank. As part of the Nationwide group, together we\'re the UK\'s first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you\'ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Be yourself at Virgin Money. We celebrate everyone, think big, and relentlessly include each other, all in pursuit of our purpose: Banking - but fairer, more rewarding, and for the good of society. We\'re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard. As a Disability Confident Leader, we\'re committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team.
Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants. Now the legal bit: Although some of our roles allow you to be based anywhere in the UK, we\'ll need you to confirm you have the right to work in the UK.
Mortgage Telephony Assistant in Manchester employer: Virgin Money
At Virgin Money, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises collaboration and customer satisfaction. With generous benefits such as 38.5 days of annual leave, flexible working options, and a commitment to employee growth, our Mortgage Telephony Assistants can thrive in a supportive environment while making a meaningful impact on customers' lives. Join us in our mission to provide fairer banking solutions and enjoy a rewarding career with a company that values inclusivity and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Mortgage Telephony Assistant in Manchester
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Virgin Money. Understand their values and what makes them tick. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your phone skills! Since this role is all about telephony, grab a friend or family member and do some mock calls. Focus on being warm, empathetic, and confident. The more comfortable you are on the phone, the better you'll perform during the real deal.
✨Tip Number 3
Prepare for common questions! Think about how you would handle different customer scenarios. Be ready to share examples of how you've solved problems or provided excellent service in the past. This will help you stand out as a candidate who can deliver brilliant experiences.
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows initiative and gives you a better chance of landing that interview. Plus, it’s super easy to do – just hop onto our careers page and get started!
We think you need these skills to ace Mortgage Telephony Assistant in Manchester
Some tips for your application 🫡
Show Your Personality:When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to inject a bit of warmth and enthusiasm into your words. Remember, this role is all about connecting with customers, so show us how you can do that right from the start.
Tailor Your Application:Make sure to tailor your application to the Mortgage Telephony Assistant role. Highlight any relevant experience you have, especially in telephony or customer service. We love it when candidates take the time to align their skills with what we’re looking for, so don’t hold back!
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points if necessary, and make sure to answer any specific questions in the job description. This shows us you can follow detailed processes, just like you’ll need to in the role.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it makes the whole process smoother for you and us. So, hit that apply button and let’s get started on this exciting journey together!
How to prepare for a job interview at Virgin Money
✨Know Your Stuff
Before the interview, make sure you understand the mortgage process and the role of a Mortgage Telephony Assistant. Familiarise yourself with common mortgage terms and policies so you can confidently discuss them during your interview.
✨Show Off Your Communication Skills
Since this role is all about talking to customers, practice your phone etiquette. Use a friendly tone, listen actively, and be ready to demonstrate how you would handle customer queries. Role-playing with a friend can help you feel more prepared.
✨Empathy is Key
The job requires warmth and empathy, so think of examples from your past experiences where you’ve successfully connected with customers. Be ready to share these stories to show how you can create brilliant experiences for clients.
✨Ask Questions
Don’t hesitate to ask questions during the interview. This shows your curiosity and willingness to learn. Prepare a few thoughtful questions about the team dynamics or the company culture at Virgin Money to demonstrate your interest in the role.
