Customer Service Agent

Customer Service Agent

Location: Remote (UK residents only)

Start Date: 10th February & 7th April 2025

Working Hours: Monday - Friday 09:00 - 17:30

Salary: £24,500 plus 25 days holiday and a fantastic range of benefits which can he found HERE

About Us

When we started Kensington, we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years later, we are the UK's leading specialist mortgage lender still blazing a trail offering people the chance to get a mortgage. Where high street lenders see black and white, we have always used our expertise and manual underwriting capability to see the shades in between. In a market where changing lifestyles mean more people are falling outside the traditional mortgage criteria, it is an approach that can make a real difference to people who want to own a property.

It is what we call the `Kensington Difference.'

Kensington Mortgage Company is a wholly owned subsidiary of Barclays Bank UK PLC, and the principal activity of the Company is the origination and servicing of mortgage assets. The Company is authorised by the Financial Conduct Authority for regulated activities.

What You Will Be Doing

As a Customer Service Agent, you will engage with our customers over the telephone, addressing their questions, resolving any complaints and providing essential support for their mortgage or loan accounts.

From the moment an account opens until it closes, you will be there to help and ensure our customers have the best experience possible. Whether speaking to account holders or their third-party representatives, you will be a vital part of our Customer Service Team, ensuring a positive experience every time.

Key Accountabilities

• Handling inbound queries relating to a wide range of topics including mortgage payments, account balances, interest rates, payment schedules, account updates and changes, terms and conditions etc.
• Updating customer information, processing account changes and ensuring detailed notes of customer interactions in the system.
• Taking ownership for investigating and responding to internal and external requests accurately and efficiently.
• Planning and prioritising allocated workloads in alignment with agreed service standards.
• Ensuring all work is completed in line with policies, procedures and regulations, exercising sound judgement to effectively resolve any challenges that may arise.
• Considering risk factors when completing daily tasks.
• Identifying opportunities for process improvements and efficiencies.
• Ensuring strict adherence to processes, policy and regulation.

What You Will Need

• Previous experience gained within a telephony-based role is essential (experience within the financial services/mortgage industry would be advantageous).
• Experience of working in a target driven customer focussed environment.
• Effective communication skills to respond to customers both verbally and in writing.
• The ability to identify and support vulnerable customers.
• The ability to probe and question as well as show empathy to customers.
• Strong objection handling and problem resolving skills to swiftly resolve customer complaints.
• Proficiency in Microsoft Office applications and the ability to navigate confidently and quickly around multiple systems, whilst speaking to customers over the telephone is essential.
• The ability to support and embrace change whilst adopting a positive attitude.
• Attention to detail and accuracy.
• The ability to balance customer requirements with departmental objectives.

*Please note that we can only consider your application if you are available to start on the 10th February or the 7th April 2025 and to ensure you get the most out of our training, we ask that you avoid taking annual leave during the first 7 weeks.

Why Join Kensington Mortgages

Our employees are critical to our success. We work hard to ensure that Kensington Mortgages is a great place to work. We recognise the difference it makes to our business when people challenge themselves and take advantage of the development opportunities available, so we try and support everyone however we can.

We also recognise the fact that people seek work life balance and continuously develop our benefits offering to create an inclusive and supportive culture where differences that exist between us all are recognised, understood and valued.

We are an inclusive, anti-racist and equal opportunity employer that values diversity. This means we respect and embrace differences in gender, identity, race, ethnic origin, sexual expression and orientation, religion, faith, age, marital status, disability, neurodiversity, social background, education and way of thinking. We believe in the strength of diversity and see inclusion as a strategic advantage. We are a place where you can be you.

As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.

If you care deeply about making customers happy and want to make a `Difference' - we would love to hear from you!