Job Title: Customer Service Assistant

Location: Edinburgh

Contract Type: Temporary

Start Date: 19th August

Working Pattern: Full-time, Monday to Friday, Rotation Shifts of 9am-5pm, 9.30am-5.30pm and 10am-6pm

Pay Rate: £12.92 per hour

Office based 5 days per week

About the Opportunity:

Do you have a curious attitude and a passion for being part of a successful team? If so, we would love to hear from you!

This is an exciting opportunity for a dedicated person to join the Homes Operations Mortgages New Business Team, where you'll play an integral role in successfully enabling the operation to be a high performing team.

The nature of this role to provide an enhanced service to our Multi Brand Mortgage Brokers & Mortgage Advisors on a range of mortgage products. The core purpose of the role is to support our customer journey of 'Help me own a home' and provide the highest level of service through a breadth of decision-making across multiple brands.

Key Responsibilities:

• Case ownership including liaising with a wide range of customers on products, brands, propositions, and systems.
• Using your judgment to make complex decisions.
• Building strong relationships with brokers.
• Deliver a positive customer experience in colleague and customer interactions by phone, email or letter.
• Accurately calculate affordable lending on complex scenarios.
• Support affordability requests.
• Identifying and raising ideas for continuous improvement to enhance the customer and colleague experience by adding new value to the end-to-end process.

About our client:

Our clients focus is to ensure inclusivity and build an organisation that reflects modern society and celebrates diversity in all its forms. With great colleagues and a multitude of career opportunities, you'll find a supportive and inclusive environment where you can thrive.

Requirements:

• Able to adapt to new challenges
• Highly curious and enjoys exploring beyond the original question to unearth customer insights and identify improvements.
• Ability to work at pace and can successfully deliver against targets.
• Strong Customer Service skills as well as excellent verbal communication when sharing ideas and proposals for improvements.

Benefits:

• Location close to public transport links
• Free onsite parking
• Flexible benefits to suit your lifestyle, such as discounted shopping, attraction tickets and travel.
• First-class support and training for all colleagues
• Opportunity for growth within the company
• Well-being Support through dedicated Apps and Employee Assistance Programme
• Holiday allowance
• Weekly pay

We are disability confident and can make reasonable adjustments to our recruitment processes upon request.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicity, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.