Customer Service Mortgage Representatives

Customer Service Mortgage Representatives

We are a financial services business focused on the retail savings, commercial lending and specialist residential mortgage  markets.  With over 1,000 reviews we are ranked third place within a group of banks, rated as 4.7 out of 5. This puts us in the category of being an excellent service provider.

• Starting salary at £20,500
• Based in Cardiff City Centre operating in a Hybrid workspace.
• Permanent
• Full Time
• 28 days Holiday with the option to buy more.
• Subsidised Gym Membership.
• Private Medical & Health Insurance
• Extensive learning and development programme
• Generous, personalised benefits package
• Enhanced parental leave
• Company pension contribution up to 15%
• Flexible working options
• Opportunities to get involved in our charity and community work

The Hodge Foundation, a charity supporting the welfare, medical, academic, and educational areas own 79% of our business. This drives us, knowing that by helping our customers to achieve their goals, we are also helping good causes that are important to us.

We give back to our local and wider communities through various forms of fundraising and support, and we encourage our people to do the same. Our employees get to take four days off work to do something for good causes with our ‘Four to do More’ initiative.

These are some of the many charities, we are currently working with;

We have achieved significant growth over the last few years and have ambitious plans to expand further.

• Do you have experience in the Mortgage Industry and fancy a change of scenery?
• Are you passionate about delivering effortless customer service and being there for our customers in the moments that matter?
• Are you curious by nature and are comfortable challenging the way things are done and the processes that we follow?
• Do you want to work for a company who makes a difference in the local community that we work in?

We have an exciting opportunity in our expanding Operations Division for motivated  Customer Service Representatives to be the voice of the Hodge brand in all interactions with our Mortgage customers. As a Mortgage Customer Service Representative, you’ll be part of a team supporting our customers with post completion enquiries via the telephone as well as emails/letter.

Your key responsibilities will include:

• Live and breathe our Hodge values in your day to day interactions with our customers.
• Communicate in a positive tone of voice, turning difficult conversations into positive experiences for our customers.
• As well as handling our customers enquiry ‘in the moment’ you are also looking ahead to what will happen next in our customers journey, so they are clear what they can expect from being a customer of Hodge, leaving the call thinking ‘that was easy’.
• You will shout and share where we can do things better for our customers.

Person Specification:

• Experience of creating low effort customer service experiences.
• Excellent communication and influencing skills
• Experience of using our customer service systems and processes
• Attention to detail with excellent literacy and good numerical skills.
• Able to follow procedures and work within regulated environment.
• Excellent Office 365 skills and a good understanding of computerised administration and workflow systems.

In return you’ll be asked to work 35 hours per week, predominantly between 9am-5pm Monday – Friday. We’ll pay you £20,500 moving to £21,000 on completion of probation. Other benefits include an annual award based on company performance, a generous, personalised benefits package, Company pension contribution up to 15% and 28 days holidays (plus bank holidays).

This is a hybrid role, meaning you will be expected to work a mixture of at home and in the office during your employment. If working remotely is new to you, don’t worry, we’ll give you the support and equipment you need to get step up, including a company laptop. In return we ask that you have a suitable environment to work that allows you to focus on our customers without distraction and a consistent internet connection (download speed – 10 mbps; upload speed – 3mbps).

Interested?

So, if this sounds right up your street, we would love for you to come and join our team.

Please submit your CV within our recruitment portal by 01st June 2022. Shortlisted candidates will be invited to attend an interview where we can get to know you a little better and for you to decide whether we’re right for you.

Hodge is an advocate of being an equal opportunities employer, We believe in promoting equality and diversity which is central to our lives today. We welcome applications from all sections of the community and recognises the value a diverse workforce brings to an organisation.

ESG and sustainability are at the heart of everything we do and serves as a reminder of the responsibility we have to our stakeholders, customers, colleagues and the communities we operate in to use our position wisely. We’re currently exploring different certifications available and have done an initial review of how we think we’d fare, as we see this as a real opportunity for Hodge given our social purpose.