Overview

Salary: £21,473 – £23,159 inclusive of a 10% shift flexibility allowance (Dependant on relevant experience)

As the second largest Building Society in the UK and the 8th largest lender, we know a thing or two about Savings and Mortgages and we’re proud to be number two in the Times Top 25 Best Big Companies to work for.

At the heart of our mortgage customer service are our Mortgage Customer Service Representatives (known internally as Telephone Mortgage Coordinators) who are key in delivering our exceptional service to our new and existing customers. To help us to keep delivering we’re looking for friendly, confident and helpful people who thrive off delivering an excellent customer service, to come and join one of our teams.

Our Telephone Mortgage Contact Centre provides the first point of contact to all our mortgage customers. It’s a fast paced, friendly and supportive environment where every day is different!

Your main responsibilities are taking phone calls from our diverse range of customers, helping and supporting them through a range of mortgage questions and queries. This can be anything from a query on a mortgage payment to even helping someone understand if they could afford to buy their first home Taking responsibility by finding first time resolutions for our customers will be important and you’ll also support our customer enquiries through inputting information accurately and efficiently.

When needed, you’ll work with other departments to help your customer and you’ll like keeping up to date with our products, lending policy requirements and changes. Our aim is to give customers clear, accurate information in a friendly, professional and efficient way. Being passionate about your own development and learning new things will also be key.

We have a clear passion to deliver an exceptional telephone service and achieve quality goals and measures, but this not a sales based role and there are no sales targets. 

Once we’ve supported you through our supportive training and you’re feeling confident, you can progress through our structured accreditation programme helping you grow and even earn more money. If your passionate about your own personal development you’ll have opportunities to build your career if you want, or develop in the role.

You’ll be required to work 35 hours a week, flexibly across the Direct Mortgage working hours Monday to Friday 8am – 7pm and Saturday 9am – 2pm
 
Please note the recruitment process will start imminently will involve on-line testing relevant to the role, an initial telephone chat and a zoom assessment with the managers from area.
 

To be successful in the role you’ll already have strong recent experience of working in a customer focused role, with great communication skills. You’ll be happy working in a fast paced environment and you’ll have the ability of dealing with and understanding more complex situations.

You’ll be accurate and keen to learn so you’ll have the ability to deal with our customer’s enquiries. Coping with pressures and problem solving ability will be a part of the role so you’ll be a dedicated, professional and committed person with a flexible, team focused approach.

Start date for the role is 5th July and your first 3 weeks will consist of a mixture of comprehensive training and support in our Covid secure office to get you taking your first calls from our customers. Once you are trained and comfortable there will be blend of working from home and in the office.

(Due to the training and to make sure you get the best start to your journey with us, we will not be able to accommodate any holiday in this time frame)

Here at Coventry Building Society, we’re proud to be a mutual building society and we’re committed to providing a first class service to our members.

Our people are pivotal in achieving our mission and we’re embarking on an exciting journey to ensure our employee well-being is at the forefront of what we deliver as a function; after all, without our people, we wouldn’t be as successful as we are. 

The Times Top 25 Best Big Companies To Work For 2020

ORC Employee Engagement Award for Excellence

We’ve also been proud holders of Gold Ribbons from Fairer Finance since they introduced them over four years ago. Fairer Finance helps consumers find a bank or building society that offers good service, not just a good rate.

Location: Coventry-Binley Business Park