Mortgage Advice Bureau - Network Partner
Customer Service
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Mortgage Advice Bureau
Mortgage Advice Bureau is looking to recruit an engaging and resilient Customer Care Coordinator to join our vibrant Edinburgh Office.
Mortgage Advice Bureau is the UK’s largest mortgage network, with access to over 11,000 products from 90 UK lenders. We specialise in providing expert advice to a range of clients. This includes first time buyers applying through help to buy, families looking to expand their homes and landlords adding to their portfolio.
We are committed to providing a memorable service to our clients, and you will play an integral part in that. Are you ambitious, customer focused and truly passionate about coming to work? If so, this is the job for you!
As a Customer Care Coordinator, you will be passionate about maintaining strong relationships with clients & Advisers. You will be supporting our Advisers, Business Owners & High Performing Network Advisers with the arrangement of protection appointments.
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You will act as a point of contact for clients, ensuring their current mortgage and/or protection package is the most suitable for them. Although you will not be required to provide advice, you will be armed with the relevant training and knowledge to engage in meaningful conversations with our clients.
You will have strong organisational skills to ensure the client is appointed the relevant Adviser at the best possible time in their client journey. You will work with our PAYE team as well as members within our Self Employed Network, and ensure you are delivering the best client experience at varying stages of their journey, to best represent Mortgage Advice Bureau as well as the Business’s trading under us.
OTE: £28,000 - £29,500
Key Responsibilities & Targets
- Maintain clear, professional communication with both clients and Advisers via phone and email.
- Accurately update client records and feedback, track all interactions within internal systems to maintain data integrity.
- Follow call strategy to meet a weekly dial target.
- Achieve a minimum appointment turn-up rate as agreed.
- Manage Adviser diaries to secure appointments within a 24–48 hour window.
- Accurately update records and track client activity within internal systems.
- Carry out PED and/or CCC calls for Network Advisers and Business Owners using CCC support.
- Support the generation of client reviews and referrals for Advisers.
- Work collectively within CCC to ensure team targets are met or exceeded
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Job Type
Full-time, Permanent
Benefits
- Casual dress
- Company pension
- Health & wellbeing programme
- Referral programme
- Sick pay
- Work from home
Experience
- Customer Service: 1 year (preferred)
Work Location
Hybrid remote in Edinburgh EH4 2HS
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