Mortgage Representative – London

Job title:

Mortgage Representative – London

Company

Nationwide

Job description

If you have got recent experience in a fast paced customer service environment, if you’re a confident communicator, passionate about customer satisfaction and looking to take on a new challenge in an established business, there’s really no better place for you.As a Mortgage Representative you will play a key role taking inbound calls throughout the day in our fast-paced Mortgage team. This is a fantastic opportunity to join a thriving inbound team take varying calls using different systems from our customers very day, where no two calls are the same and you will be fully trained before you start interacting with our customers.As a Mortgage Representative at Nationwide, you’ll be making our customers’ lives easier and helping them to make the big decisions for their future by being the first point of contact in their Mortgage application journey and servicing their existing mortgage needs in future interactions.This role requires people who can work 25-35 hours a week. As this is a Telephony team with core opening hours, you’ll have contracted hours. Your schedule will include working Monday to Friday, between 8am-6pm and alternate Saturdays from 8:30am–4pm and you will have access to your schedule 6 weeks in advance.You’ll need to be within a 1-hour commute of the office location you’re applying to work in. If the location you’re considering is outside the 1 hour, then please check our that are closer to you.At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.For this job you’ll spend at least two days per week, or if part time you’ll spend 40% of your working time, based at our London office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to .The initial training takes 7 weeks and you will be required to work 35 hours across Mon-Fri, no days off are permitted in this time. During this time you will be completing business critical training which will be highly important to your own development.The training will involve 2 consecutive face to face days and this will be held at one of our offices, this could mean travelling and staying overnight if the office selected is not your base location. If the office selected is not your base location, we will arrange travel and accommodation, and this cost will be covered by Nationwide. You may also be asked to attend the office more frequently during the training period to support you into the role and strive for success.If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.What you’ll be doingSupporting inbound mortgage queries by phone throughout the day, you’ll play a pivotal role in preparing our customers for mortgage advice and supporting them through their mortgage digital journeys whilst also servicing their existing mortgage needs Through training and on the job development, we’ll equip you with an in-depth knowledge of our award-winning product range to be able to talk to customers with confidence.That said, you will do more than just communicate; you’ll provide different options for customers to choose from, depending on the customer’s circumstances and needs. Using your acquired knowledge of the Mortgage function and wider business, you will help our customers with their mortgage need at first point of contact.The focus will be to deliver a service that’s professional, secure and in line with our operational procedures, keeping customer experience at the front of your mind.

About youAs a minimum requirement you will have:

• Financial service experience, telephony experience or extensive customer service experience
• A proven track record of providing excellent customer service and be able to provide examples of where you have gone above and beyond for your customers
• The ability to communicate confidently and clearly, adjusting your tone of voice demonstrating empathy when handling challenging conversations with a wide range of People
• Good analytical skills and be able to demonstrate where you have made a decision using multiple sources of information in line with policy

Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.

• Say it straight – This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and customers can understand.
• Push for better – This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
• Get it done – This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.

We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance.The extras you’ll getThere are all sorts of employee benefits available at Nationwide, including:

• A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
• Up to 2 days of paid volunteering a year
• Life assurance worth 8x your salary
• A great selection of additional benefits through our salary sacrifice scheme
• Wellhub – Access to a range of free and paid options for health and wellness
• Access to an annual performance related bonus
• Access to training to help you develop and progress your career
• 25 days holiday, pro rata

What makes us differentNationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.What to do nextIf this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.#LI-POST

Expected salary

Location

London

Job date

Sat, 15 Feb 2025 02:20:58 GMT

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