The days of putting people into boxes are over as far as we’re concerned. There are 8 billion people on this planet, and every single one is unique. So that’s how we treat each of our customers - as a living, breathing individual, not just a number.

We celebrate and support the beautiful complexity of real life. And instead of doing things how they’ve always been done, we do what’s best for our people and our customers, right now and into the future.

Our passion is to create the best products, services and experiences for customers and partners. That’s why we won’t compromise. If we don’t love it, we don’t do it.

So welcome to Real Life Lending. Welcome to The Mortgage Lender.

The main purpose of the Customer Service role will be:

• To be the first point of contact for existing customers, dealing with enquiries, processing amendments and providing assistance and guidance as required on mortgage related matters.
• Providing excellent customer service to all customers and  sound decision making when managing these customers by considering the full range of support options available.
• Treating Customers Fairly’ (TCF) is central to the FCA’s  expectations of firms’ conduct and that all staff will be required to demonstrate a knowledge of this key operating principle which will be incorporated into TML’s operations.
• Note taking, capturing customers’ requests and enquiries accurately.
• Productivity levels are within acceptable department standards.
• To minimise the number of repetitive enquiries from customers, adopting a ‘getting it right first time’ approach.
• Adherence and achievement of Service Level Agreements.
• Working within their allocated mandate and escalating when appropriate. 
• Actively participates in and contributes to departmental meetings including making suggestions to improve processes or (where applicable) amend policy. 
• Demonstrates a full understanding of regulation as it affects the management of customer accounts.
• Continued adherence to the company’s training and monitoring programme which includes, Anti Money Laundering/Financial Crime, Treating Customers Fairly, Anti Bribery and Corruption. 
• Customer Service Officers are required to follow and adhere to the relevant processes and procedures, within their mandate, when handling customer inquiries.
• Deal directly with customers via telephone, correspondence (postal or electronic), responding promptly to customer inquiries on account amendments, balances, redemptions requests, title deeds, transaction details, statements and fees and charges.
• Maintain customer accounts, keeping accurate records of actions taken

• Post completion, customer service experience within the secured lending or residential or commercial mortgage market
• Experience of the Land Registry of England & Wales and the Registers of Scotland and conveyancing activities.
• Understanding of the regulatory environment and in particular, Treating Customers Fairly
• Experience of liaising with third parties such as solicitors. (Preferred) 
• PC skills including MS Excel and Word
• Excellent communication skills
• Attention to detail 
• Planning and problem solving skills 

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Competitive Salary
• 25 day’s annual leave
• Pension and healthcare
• Flexible working hours
• Hybrid Working
• Modern offices in Glasgow
• Positive and supportive environment

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done