Client Relationship Administrator Apprentice

GATEWAY MORTGAGES LTD

BRAINTREE (CM77 8YG)

Closes in 12 days (Friday 27 February 2026)

Posted on 30 January 2026

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Summary

Manage client communications, update CRM databases, and support client management by communicating with solicitors and agents.

Wage

£13,741 to £22,222.20, depending on your age

National Minimum Wage

Check minimum wage rates (opens in new tab)

Training course
Customer service specialist (level 3)
Hours
Monday to Friday 9am - 5pm, with a one hour lunch break.

35 hours a week

Start date

Monday 2 March 2026

Duration

1 year 3 months

Positions available

1

Work

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

  • Act as a main point of contact for clients, keeping them fully updated at each stage of their mortgage journey
  • Respond promptly and professionally to client queries, concerns, and requests
  • Liaise regularly with solicitors, estate agents, and other third parties to gather updates and resolve issues
  • Accurately update and maintain our CRM system with all client information and daily activity
  • Manage and maintain client records, ensuring data is complete, up to date, and compliant
  • Manage advisors’ diaries, including booking, rescheduling, and confirming appointments
  • Prepare and create documents and information packs in advance of client appointments
  • Ensure all documentation is correctly prepared and stored in line with internal processes
  • Provide general administrative support to advisors and the wider team as required
  • Take inbound calls via the main switchboard, dealing with enquiries directly where possible or directing calls to the appropriate advisor or team member

Where you'll work

GATEWAY HOUSE
14 FREEPORT OFFICE VILLAGE
CENTURY DRIVE
BRAINTREE
CM77 8YG

Training

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

COLCHESTER INSTITUTE

Training course

Customer service specialist (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents
  • Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
  • Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
  • Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
  • Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
  • Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
  • Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
  • Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
  • Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
  • Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
  • Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
  • Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
  • Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
  • Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
  • Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
  • Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
  • Service Improvement: Make recommendations based on your findings to enable improvement
  • Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice

Training schedule

  • The apprentice will be working towards the Customer Service Specialist Level 3 Apprenticeship Standard
  • Delivered in the workplace via online training with Colchester Institute

Requirements

Essential qualifications

GCSE in:

maths and English (grade 9-4/A*-C)

Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.

Skills

  • Communication skills
  • IT skills
  • Attention to detail
  • Organisation skills
  • Customer care skills
  • Problem solving skills
  • Administrative skills
  • Number skills
  • Initiative
  • Patience

Other requirements

  • The role will be desk-based, so working on a computer for the majority of the day
  • You may be required to travel outside the office to meetings with clients or agents

About this employer

Founded in 2009 by Natasha Brown, Gateway Mortgages is a brokerage for all things mortgage and protection. Gateway Mortgages prides itself on keeping good relations which all their clients and works hard to ensure that all clients receive the best possible service. Based near Braintree Designer, with a team of 7 staff. Gateway Mortgages keeps on growing, with now an estate agents attached and also a specialist lending brokerage, which deals with commercial lending.

https://gatewaymortgagesuk.com/ (opens in new tab)

Company benefits

  • Pension scheme
  • 20 days holiday plus bank holidays and Christmas period

After this apprenticeship

Mortgage and Protection Advisor.

Ask a question

The contact for this apprenticeship is:

COLCHESTER INSTITUTE

The reference code for this apprenticeship is VAC2000009389.

Apply now

Closes in 12 days (Friday 27 February 2026)

After signing in, you’ll apply for this apprenticeship on the company's website.