Customer Service Agent

Please note, due to the Coronavirus all interviews will be via telephone / video calling When we started Kensington we were the first specialist lender to offer mortgages to people the high street turned down. Nearly 25 years later, we’re the UK’s leading residential specialist mortgage lender still blazing a trail offering people the chance to get a mortgage. Where high street lenders see black and white, we’ve 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’s an approach that can make a real difference to people who want to own a property. It’s what we call the Kensington Difference. Overall Purpose of Job Complete all internal and external information/change requests for customers, and generate responses in an accurate and timely manner in adherence with policy, procedure and regulation. Key Accountabilities Plan and prioritise allocated workloads against agreed service standards. Take ownership for investigating and responding to internal and external requests accurately and efficiently. Ensure all work completed is done so in accordance with applicable regulation, process and policy. Consider risk when completing daily activities. Identify process improvements and efficiencies. Carry out any reasonable task or duty as requested. Experience, Knowledge, Skills Able to embrace change whilst adopting a positive attitude. Experience of working in a target driven environment centred on customer delivery. Understanding of Microsoft office applications. Able to interpret and respond clearly and effectively to verbal requests over the telephone or in writing. Understanding of customer administration processes and policies. Candidates will be effective at: Attention to detail and accuracy. Keying, processing, of all customer and 3rd party incoming workloads. Using and understanding core systems within customer contact and administration environments. Balancing customer requirements with departmental objectives. Taking ownership of queries and responding within a timely manner. Your Opportunity 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. If you want to make a Difference, apply now.