Purpose of the Job

The Mortgage Helpline Consultant is responsible for providing exceptional support and guidance to customers, acting as their first point of contact for mortgage-related queries. This role involves offering clear and accurate information, assisting with initial enquiries, and ensuring customers are directed to the appropriate adviser or service. The consultant plays a key role in maintaining high service standards, fostering trust, and delivering a seamless customer experience.

Key Skills, Experience and Knowledge

Skills:

• Customer Service Excellence: A strong focus on delivering outstanding customer experiences.
• Communication Skills: Clear and professional verbal and written communication to build trust and effectively address queries.
• Problem-Solving: Ability to assess customer needs quickly and offer suitable solutions or guidance.
• Time Management: Strong organisational skills to handle multiple queries efficiently.
• Attention to Detail: Meticulous in recording information and ensuring accuracy.

Knowledge:

• Basic Mortgage Knowledge: A general understanding of mortgage processes and products is desirable but not essential.
• Customer Service Best Practices: Familiarity with strategies to deliver high-quality support.
• Compliance Awareness: Awareness of the importance of adhering to regulatory requirements and company policies.

Desired Experience:

• Customer Service Background: Previous experience in a customer-facing role, ideally within financial services, is preferred.
• Team Collaboration: Proven ability to work effectively as part of a team to achieve shared goals.

Key Responsibilities

Customer Support

• Respond promptly and professionally to inbound queries from customers via phone, email, or other communication channels.
• Provide accurate and clear information about processes and services.

Initial Assessment and Referral

• Understand the customer’s needs and conduct initial assessments to determine suitability for specific mortgage services.
• Direct customers to the appropriate mortgage or protection adviser, ensuring a seamless handover.

Service Delivery

• Ensure all customer interactions align with the company’s service standards and customer-centric values.
• Handle queries effectively, aiming for first-contact resolution wherever possible.

Collaboration and Communication

• Work closely with advisers and other teams to ensure customers receive the support they need.
• Provide clear, concise updates to customers and colleagues on the status of their enquiries.

Compliance and Accuracy

• Ensure all information and documentation provided complies with company policies and regulatory standards.
• Maintain accurate records of customer interactions in internal systems.

Continuous Improvement

• Stay updated on mortgage processes and industry trends to provide up-to-date support.
• Suggest improvements to processes and services based on customer feedback and observations.

Other Responsibilities

• Undertake additional tasks as assigned by the Helpline Manager to support team and departmental goals.

Why Work at PurpleBricks Mortgages?

• 25 Days Annual leave per year plus Birthday leave
• Access to multiple benefits such as shopping discounts, health cash plan and more.
• Enhanced Family Leave Schemes