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Dundas Street - Edinburgh

Customer Relations Expert

Department: Customer Relations Team

Responsible to: Customer Relations Team Leader

Key responsibilities:

  • Inbound and outbound calls, maximising every opportunity with the clients they speak to.
  • Qualify and warm the client up prior to discussions with the Mortgage Advisers and passing clients over as Hot Key Transfers and booked appointments.
  • Nurture all future opportunities through to becoming ‘hot’ leads to advisers.
  • Ideally, achieve early customer engagement and ‘buy-in’ with the business so the client wants to proceed with further discussions.
  • Proactively manage all new leads delivered into the business.
  • Liaise with lead suppliers when required.
  • Liaise with internal and external stakeholders as and when required.

The Key Skills Required for the Position include;

  • Excellent time and diary management.
  • Highly self-motivated with the ability to work as an individual and as part of a team.
  • Ability to exceed challenging targets.
  • Confident communicator with both clients, introducers and colleagues.

Additional R’s & R’s

  • Initial data entry.
  • Responsible for maintaining robust, accurate and reliable MI.
  • Deliver outstanding customer service and experience at all times.
  • Follow pre-defined contact strategy.
  • Booking appointments into adviser diaries.
  • Responsible for daily communication with advisors on case updates.
  • Set customers’ expectations in terms of service and quality.
  • Represent the business in an exemplary manner in all areas.

Salary & Hours of Work

  • This is a full-time role based in Edinburgh city centre.
  • Hours of work will be between 9 am and 7.30 pm, this will originally be 9 am - 5 pm during training and then move to a 9 am – 5 pm and 11:30 am – 7.30 pm rotation.
  • The company will work with the successful applicant to set clear objectives – based around strategic requirements and around key initiatives.


How to Apply?

Please outline your suitability to this role and send this information to:

Because we play by the book we want to tell you that…

Your home may be repossessed if you do not keep up repayments on your mortgage.
There may be a fee for mortgage advice. The actual amount you pay will depend upon your circumstances.
The fee is up to 1%, but a typical fee is 0.3% of the amount borrowed.

Need more help?

Contact us