Customer Service Advisor Aldermore Asset Finance

To provide excellent customer service in all aspects of post-sale mortgage provision, liaising directly with customers, their solicitors, brokers and other representatives via the most appropriate methods of communication. Responding to customer queries and requests in a timely manner.

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Closing date: 27 Sep 2017

Apprenticeship summary

  • Annual wage

    £15,500.00

  • Working week

    Monday - Friday 9:00am - 17:00

    Total hours per week: 35.00

  • Apprenticeship duration

    15 months

  • Possible start date

    02 Oct 2017

  • Date posted

    18 Aug 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number

    VAC001299477

  • Positions

    2 available

To provide excellent customer service in all aspects of post-sale mortgage provision, liaising directly with customers, their solicitors, brokers and other representatives via the most appropriate methods of communication. Responding to customer queries and requests in a timely manner, providing guidance and fair outcomes, and pro-actively ensuring Aldermore continues to deliver a high quality customer journey. Ensuring we live up to and exceed our customer’s expectations, within agreed service level agreements (SLAs), governance, compliance and relevant regulation.

  • Addressing incoming customer contact by phone, email and written correspondence
  • Ensuring new customers receive welcome letters and calls within agreed time scales
  • Recording relevant feedback and escalating issues as necessary
  • Resolving ad-hoc customer queries and requests
  • Applying payments, amending account and case details
  • Effective complaint handling and escalating where necessary
  • Contributing to development of new processes and practices

Requirements and prospects

Desired skills

  • Excellent organisational, communication, numerical and analytical skills
  • Ability to work under pressure in a fast paced environment
  • Demonstrable problem solving, decision-making and time management skills
  • The ability to deal with customers in difficult situations
  • Experience of working within a regulated, banking or financial services environment.
  • Knowledge of Microsoft Office packages, particularly Word, Excel and Outlook, and ability to learn various in-house systems
  • Excellent customer service focus

Personal qualities

Good team player skills are essential with a track record of working within a dynamic team continuously looking for improvement.

Qualifications required

5 GCSE’s or equivalent.

Future prospects

Formal reviews will take place every six months and be supported by informal monthly 1:1’s to ensure there is an on-going dialogue focusing on performance and development. Aldermore promotes and supports progression in line with each individual’s career goals. At Aldermore, we understand that growth and development doesn’t always have to lead to being promoted. It often includes taking on more responsibility in the same role, moving ‘sideways’ to get more experience in a different area or a specific move into a different part of the business to gain depth and breadth of business knowledge prior to another move. Consistent development will also allow an individual to excel in their current role, and continually keep their skills and performance up-to-date.

Things to consider

The current National Minimum Wage for an apprentice is £3.50 an hour. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year. Apprentices must be paid at least the minimum wage rate for their age if they are aged 19 or over and have completed their first year. The minimum wage rates are £5.60 an hour for 18-20 year olds and £7.05 for anyone aged 21 and over. Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week).

About the employer

Aldermore is a fast paced challenger bank with a focus on the UK SME market. This role is within the Business Finance division which specifically provides Asset Finance solutions.

Employer

Aldermore Asset Finance

Address

Norcliffe House

Station Road

Wilmslow

SK9 1BU

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Training provider

  • Customer Service Practitioner Apprenticeship Standard
  • Level 1 Functional Skill in English
  • Level 1 Functional Skill in Maths

Apprenticeship standard

Customer service > Customer Service Practitioner

Training provider

Damar Training

Applications for this apprenticeship are being processed by Damar Training

Contact

Aaron Miller 0161 480 8171 aaron.miller@damartraining.com


Before you apply

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Closing date: 27 Sep 2017