Customer Retention Officer (12 Month FTC) – EXPIRED

Hodge are a financial services business focused on the retail savings, commercial lending and specialist residential mortgage markets.  Working at Hodge is about making a difference. That starts with our purpose: we make life better for customers and society in the moments that matter.

For over 50 years, we’ve shared the same simple mission: to really make a positive difference for our customers and communities. This ethos is in our DNA, as we are 79% owned by a charity, the Hodge Foundation.

The thing that sets us up to succeed with that mission is our people. We are so proud to have exceptional colleagues at Hodge, and we look to develop and invest in our people through their careers. Hodge is at its best when we enable our people to be their best!

Key responsibilities will include:

• Monitoring our retention and redemption rates.
• Providing exceptional customer service that leads to customer loyalty and referrals
• Action rate switch from end to end/ prepare an Offer & KFI/ESIS.
• Recognise, recommend and where appropriate implement improvements to retention process and procedures, to ensure retention targets and business competitiveness are maintained.
• Continue to develop self and role by studying relevant training materials and product information

• Manage and map the customer journey to deliver growth and retention of customers.
• proactively make warm calls on the telephone with an existing adviser to promote existing customer rate switches.
• Maintaining a high level of finance product knowledge
• Continually track and analyse key indicators of customer satisfaction to improve services throughout the customer lifecycle
• Ensure that all systems-based records are correctly maintained and management information in produced in a timely manner.
• Continue to develop self and role by studying relevant training materials and product information.
• Ensure that all systems-based records are correctly maintained and management information in produced in a timely manner.

What we need from you:

• Educated to ‘A’ level standard or equivalent – minimum level of education
• Good knowledge of mortgage market and the regulatory environment
• Working towards a CeMAP/CeRER qualified (or equivalent)

In return we offer:

• Salary £24,000 increasing to £27,000
• Based in Cardiff City Centre operating in a highly flexible Hybrid workspace.
• 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 – Up to 20 weeks paid Maternity AND Paternity leave
• Company pension contribution up to 15%
• 4 days on top of annual leave for community and charity work
• Flexible working options

Please be aware that should we pursue your application, all our Financial Services employees will be expected to complete background checks to assess suitability for employment, these include; a criminal record, identity, sanctions, adverse finance, fraud prevention and reference checks to comply with our regulatory requirements. 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.