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Location: Darlington

Salary: £15,593

Job Type: Permanent

Job ID: 166439

Job Purpose


Delivering telephony as our first point of contact promoting an excellent customer journey and administrative support in relation to mortgage application journey and management information. You will also assist in the delivery of the wider Customer Support services through the Savings and Mortgage Administration areas.

Main Duties

  • Daily contact with Branches and other Departments to ensure the most effective and efficient customer service.

  • To support the society in its customer experience for on line including customer queries and processing card payments.

  • To be fully competent in issuing of redemption statements and completing third party mortgage questionnaires primarily in relation to the DWP.

  • Retrieve supporting records uploaded to our interface area and paper documents received directly at our premises. Record these records in our standard format and upload to our document image system.

  • To be fully competent in service processes. Demonstrate a good knowledge in the remaining customer support processes to offer support to your colleagues ensuring a high customer service is achieved adhering to key performance indicators and service standards.

  • To be the first point of contact for our members by answering general queries received from customers in relation to Mortgage and Savings, taking card payments and ensuring a high customer service is delivered. Where a more in depth response is required in line with our departmental brand ensure the customer is transferred to the correct team in only one hand over.

  • Action incoming and outgoing post, updates to tasks and provide and follow up updates for process within the Customer Support team via email, letter and SMS as required.

Key Skills

  • At least 6 months previous experience of working in an administrative role.

  • Knowledge and compliance with laid down policies

  • Computer literate with good numeracy skills

  • Good verbal/written communication

  • To be able to prioritise and meet deadlines

  • High standard of accuracy & attention to detail