Property Customer Service Associate - Retention Team

As a Customer Journey Support Adviser, you'll be at the heart of helping our customers achieve their property ambitions. This role is vital in ensuring customers, landlords, and mortgage broker partners receive a smooth, efficient, and positive experience from start to finish. Through proactive communication, problem-solving, and a genuine commitment to customer service, you'll help build trust and deliver great outcomes at every stage of the journey.

To act as an ambassador of the Bank’s vision to; Back more people to go for it in life and in business.

What will your day look like?

No two days are the same. You'll support customers throughout their mortgage journey, helping with product transfers, additional borrowing, and future home moves, while delivering outstanding service to customers, landlords, and mortgage broker partners.

You'll provide mortgage guidance, complete affordability assessments, support our execution-only service, and handle key administrative tasks such as managing enquiries, producing documentation, and instructing valuations.

We're looking for someone who is customer-focused, adaptable, and enjoys solving problems. In return, you'll receive comprehensive training, opportunities to develop your skills, and the chance to make a real impact by helping us continuously improve the customer experience. 🚀

What do we expect from you?

• Excellent customer service and relationship-building skills, with a customer-first approach.
• Strong verbal and written communication skills, including the ability to listen actively and explain complex information clearly and effectively.
• Previous telephony experience, with confidence handling a range of customer conversations and enquiries.
• Strong numerical, analytical, and IT skills, with excellent attention to detail and accuracy.
• Awareness of risk and regulatory requirements, with an understanding of the importance of identifying and escalating potential risks.
• Mortgage industry experience is desirable. CeMAP 1, 2 and 3 qualifications would be advantageous; however, if you do not already hold these qualifications, we will support you in achieving them as part of your development journey.

• A hybrid working policy, 2 days per week onsite in one of our offices
• A friendly and flexible culture, the same as how we work with our customers.
• A growing organisation that means there’s lots of opportunities to progress
• A drive for continuous improvement, which you will be empowered to get behind from day one.
• And of course, you will be rewarded competitively, with a good range of core benefits and bonus potential.

We’re Aldermore – the award-winning bank, trusted and highly rated by over a quarter of a million customers for more than a decade. With our range of specialist mortgages, savings accounts and business finance solutions, we're backing more people to go for it.

We thrive by saying “yes” to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; we open up the lending market to many; and thousands of customers chose Motonovo Finance every week to buy their next car, van or motorbike.

Still curious?

Join us and we’ll make the same promises to you as a colleague, as we do to each of our customers. We’re committed to building a working environment that values respect, diversity, and compassion. We welcome people regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave.

Please note that we have a thorough referencing process, which includes criminal record checks