Customer Advisor - Payment Management
Job ID: 10105453
Plymouth
Permanent
Hybrid
Get ready to dive into the dynamic world of Mortgage Operations! As a member of our team here at Capita in Plymouth, you’ll be the champion our customers rely on, tackling queries and managing their Mortgage accounts with skill – all through the power of your voice over the phone. Your purpose: deliver top-notch customer service, all while following FCA regulatory requirements.
Your passion for helping others, combined with a customer-centric mindset, is the key to a fulfilling role with us. As well as day-to-day customer service, you will get involved in complex cases and experiencing the satisfaction of guiding customers through difficult situations such as payment challenges.
If you’ve conquered the realms of customer service, ideally in the Financial Services sector – be it banking, retail, or sales – or if you’ve mastered the art of communication in a contact centre, then this is your chance to expand your skills into the Mortgage industry. If you already have experience in Mortgages as well, then that would certainly be a bonus, but we provide all new starters with a comprehensive top-notch training course that will transform you into a market expert, giving you all the knowledge you need to succeed in the role.
This role will be based out of our Plymouth offices, on a hybrid basis. This gives you the flexibility of working from home, with some visits to our office required – if you wanted to work from the office more regularly, we’re more than happy for you to do so! Due to this though, it’s essential that you live a commutable distance from Plymouth, with our offices north of the city, which are on transport links and with parking available.
In terms of hours, you will be working on a rotating shift pattern of 37.5 hours per week, covering the hours of 8am to 8pm Monday to Friday, and 8am to 1pm on a Saturday. You’ll get your shifts well in advance so you can plan your work / life balance. This will be worked on an annualised hours basis, so that we can offer extra flexibility to the role when times are quiet, or rally together as a team during times that are busy.
Capita is an equal opportunity and disability confident employer.
Job Description
What will you deliver?
- Respond to inbound calls and make outbound telephone calls for customers. This will include manual and auto/predictive dialler activities.
- Carry out post and email administration.
- Handle standard queries and specialist enquiries where appropriate.
- Identify vulnerable customers, showing empathy & considering referral to the vulnerable team.
- Providing a superb level of customer service.
- Operating effectively within a wider Mortgage operations team.
- Discussing features of customers’ Mortgages within the documented processes.
What are we looking for?
- Experience in working in a customer-based environment, with strong demonstrable customer service experience ideally in a contact centre setting.
- Preference will be given to candidates with prior experience within in an FCA regulated financial services environment.
- Previous knowledge of Mortgages and associated products would be preferred, though comprehensive training will be provided on this upon joining.
- A passion for helping people.
- Experience of developing strong customer relationships, with a maturity for handling customers in potentially vulnerable situations.
- Confident in using multiple computer systems.
- A professional attitude.
- Excellent communication skills both written and verbal, as well as strong numerical skills.
What can we offer you?
In this role, you will be given fantastic training and development for your career. You will also be given the following:
- A starting salary between £22,542 and £26,500 (dependent on relevant experience) – once competent in the role you will have regular performance and salary reviews (every 6 months) with the opportunity to increase your earnings with experience.
- Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave…and plenty more
- 23 days holiday (rising to 27) with the opportunity to buy extra leave
- Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
You’ll be joining a large network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.
About Capita Regulated Services
At Regulated Services, we’re transforming the world of life and pensions, and mortgage services. We’re delivering responsible and sustainable services, helping our clients to respond to changing market factors and adapt to the needs of their customers both now and in the future. Our teams work with clients across the UK and Worldwide, offering a range of services from end-to-end administration, digital technology and business support to lending, account and arrears management. Join us and discover better as you shape the future of regulated services.
What’s Next?
If this role is of interest to you, please click below to register, apply and track your progress! A member of our Resourcing Team will review your application and be in touch.
Equal Opportunities
We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
About us
Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors.
Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.