Customer Retention Officer (12 month FTC)

Do you want to be part of a force for good, helping to make life better for customers & society in the moments that matter? At Hodge, we put people at the heart of our business and that means our customers, colleagues and communities. Hodge is a Welsh financial service provider that focus on commercial lending, and specialist residential mortgage markets.

This will be a key temporary role within the Mortgages department. Your role is to support our retention team members to help deliver low effort customer experiences and play a key role in ensuring that by design, our processes create low effort. You will be a role model and mentor to our team, taking on queries where necessary and providing coaching and feedback to your colleagues to ensure that they can handle these tasks in the future. Working closely with the retention manager.

Essential experience: 

• Substantial experience in a similar role within financial services
• Good knowledge of mortgage market and the regulatory environment

In return we offer:

• Salary: £28,350
• 12 months Fixed-Term Contract

Key responsibilities will include:

• Monitoring our retention and redemption rates.
• Help the customer retention manager define Key Performance Indicators to monitor performance of retention activity
• Providing exceptional customer service that leads to customer loyalty and referrals
• 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
• Recognise, recommend and where appropriate implement improvements to retention process and procedures, to ensure retention targets and business competitiveness are maintained.
• Help the retention Manager define and document retention processes
• Continue to develop self and role by studying relevant training materials and produce information.
• 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

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.