Kensington mortgages

Customer Service Agent

09/01/2025
Other
Apply Now
Deadline date:
£24000 - £24500 / year

Job Description

Customer Service Agent

Location: Remote (UK residents only)

Start Date: 7th April 2025

Working Hours: Monday – Friday 09:00 – 17:30

Salary: £24,500 plus 25 days holiday and a fantastic range of benefits which can he found HERE

About Us

When we started Kensington, we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years later, we are the UK’s leading specialist mortgage lender still blazing a trail offering people the chance to get a mortgage. Where high street lenders see black and white, we have 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 is an approach that can make a real difference to people who want to own a property.

It is what we call the `Kensington Difference.’

Kensington Mortgage Company is a wholly owned subsidiary of Barclays Bank UK PLC, and the principal activity of the Company is the origination and servicing of mortgage assets. The Company is authorised by the Financial Conduct Authority for regulated activities.

What You Will Be Doing
As a Customer Service Agent, you will engage with our customers over the telephone, addressing their questions, resolving any complaints and providing essential support for their mortgage or loan accounts.

From the moment an account opens until it closes, you will be there to help and ensure our customers have the best experience possible. Whether speaking to account holders or their third-party representatives, you will be a vital part of our Customer Service Team, ensuring a positive experience every time.

Key Accountabilities

  • Handling inbound queries relating to a wide range of topics including mortgage payments, account balances, interest rates, payment schedules, account updates and changes, terms and conditions etc.
  • Updating customer information, processing account changes and ensuring detailed notes of customer interactions in the system.
  • Taking ownership for investigating and responding to internal and external requests accurately and efficiently.
  • Planning and prioritising allocated workloads in alignment with agreed service standards.
  • Ensuring all work is completed in line with policies, procedures and regulations, exercising sound judgement to effectively resolve any challenges that may arise.
  • Considering risk factors when completing daily tasks.
  • Identifying opportunities for process improvements and efficiencies.
  • Ensuring strict adherence to processes, policy and regulation.

What You Will Need

  • Previous experience gained within a telephony-based role in a regulated environment is preferred (experience within the financial services/mortgage industry would be advantageous).
  • Experience of working in a target driven customer focussed environment.
  • Effective communication skills to respond to customers both verbally and in writing.
  • The ability to identify and support vulnerable customers.
  • The ability to probe and question as well as show empathy to customers.
  • Strong objection handling and problem resolving skills to swiftly resolve customer complaints.
  • Proficiency in Microsoft Office applications and the ability to navigate confidently and quickly around multiple systems, whilst speaking to customers over the telephone is essential.
  • The ability to support and embrace change whilst adopting a positive attitude.
  • Attention to detail and accuracy.
  • The ability to balance customer requirements with departmental objectives.

  • Please note that we can only consider your application if you are available to start on the 7th April 2025 and to ensure you get the most out of our training, we ask that you avoid taking annual leave during the first 7 weeks.

Why Join Kensington Mortgages

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.

We are an inclusive, anti-racist and equal opportunity employer that values diversity. This means we respect and embrace differences in gender, identity, race, ethnic origin, sexual expression and orientation, religion, faith, age, marital status, disability, neurodiversity, social background, education and way of thinking. We believe in the strength of diversity and see inclusion as a strategic advantage. We are a place where you can be you.

As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.

If you care deeply about making customers happy and want to make a `Difference’ – we would love to hear from you!

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Customer Service Agent

06/12/2024
part-time
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Deadline date:
£28000 - £28000 / year

Job Description

A bit about us

We’re Doccla, the virtual ward company. We provide patients and clinicians with the transformative power of remote patient monitoring.

Our existing customers are Hospitals, Community Services, and NHS Commissioners that we partner with to deliver tech enabled virtual wards. With our technology, logistics, and support patients can be discharged from a hospital ward to a virtual one and recover in the comfort of their own homes. Patients love our care pathways and health services become more efficient; it’s a win-win.

Doccla is a growing health tech startup; we have secured a £35ml at Series B, led by European VC Lakestar, with new investors French VC Elaia and existing investors General Catalyst, Speedinvest and the investment leg of German media company Bertelsmann also participating. We’re solving real problems for patients and health systems and we are growing at exceptional speed. We’re looking for dedicated people with a passion for solving the problems in healthcare.

This is your chance to join us at a key stage of our growth. Our ambition is to be a category leader for virtual healthcare. You will be joining a highly entrepreneurial team that combines technical, clinical, operational, and commercial colleagues.


What you’ll do as a Customer Service Agent

  • Provide support and help resolve queries, whilst educating patients and clinicians on how to use Doccla services and medical devices
  • Clearly communicate with both clinicians and patients via phone calls and emails
  • Adhere to standard operating procedures and policies, particularly relating to patient safety and information governance
  • Securely and sensitively handle confidential patient data within a highly regulated environment
  • Be a support network for colleagues during challenges and mentor and coach new joiners to the team
  • Share successes, challenges and ideas to ensure our patients remain the focal point of our business

Requirements


What experience you will bring to the team:

  • Previous healthcare experience preferred but not mandatory
  • Previous experience working in a customer service or administrative environment
  • Humble, positive and committed attitude
  • Collaborative and reliable team player

What we are looking for from you:

  • Excellent verbal and written communication skills
  • Full time or part time availability, working 5 days per week inclusive of rotational evenings, weekends and bank holidays
  • Access to reliable WiFi network able to support clear video calling
  • Proficient in operating computer systems and related technology
  • Capable of learning new systems and software
  • An individual who enjoys the experience of working in a fast paced and constantly changing environment
  • Must be able to travel to Hammersmith office for initial training and when required
  • Fluency in French or German a solid advantage, but not mandatory

Salary: £28,000 (+ £1,000 if you also speak French or German fluently)

How we work

We empower everyone to take ownership and responsibility for the company and their role within it. We act ethically and think of helping patients and protecting their safety first.

Whatever your role is, to thrive at Doccla, a can-do and action oriented attitude is essential. As is being a clear and open communicator who is receptive to feedback.

Our team is hybrid with offices in London, Denmark, Germany & Stockholm. Most of the team lives in and around London and visits the office one to three times per week to enjoy in person meetings, free lunch with the team, and the general perks of a WeWork with a glorious barista. The extent of remote vs office working will depend on your role, as some roles have the flexibility to be fully remote.

We have an employee equity pool that you can be part of so that as the company continues to grow you’ll have a share in its success.


Some of our employee benefits include

  • Annual Leave & Holidays:

    • 25 days of annual leave plus up to 8 bank holidays per year.
    • Flexibility to buy or sell holidays back to the company.

  • Remote Working:

    • Flexible Remote Work: Options to work remotely, giving you the freedom to balance work and life.
    • Home Office Setup: £200 remote working stipend to enhance your home office.

  • Financial Benefits:

    • Employee stock options.
    • 4% pension on full basic pay.
    • ️ 4x basic pay for Life insurance.

  • Health & Wellness:

    • Private health insurance.
    • 4 months full pay for the birthing person.*
    • 4 weeks full pay for the non-birthing person.*
    • Sick pay

  • Workplace Perks (if not remote):

    • Daily lunch provided at HQ.
    • £500 Learning & Development budget per employee.
    • Cycle to work scheme.
    • Pet-friendly office.

What do you get for all your hard work?

  • A competitive compensation package (base + options) with half year and annual performance reviews.
  • Work at one of the most patient focussed and client centric healthtech startups, backed by top VC firms, General Catalyst & Speedinvest.
  • Growth. We want you to keep growing. That means trying new things, leading others, challenging the status quo and owning your impact. Always with our complete support.

Diversity at Doccla

We embrace diversity at Doccla. To build a product that is valued we need a team with all kinds of different perspectives, experiences and backgrounds. That’s why we’re committed to hiring people from different backgrounds, race, religion, national origin, gender identity, sexual orientation, gender identity, age or disability.

We understand that applying for a new job takes a lot of work and we really value your time. We are really looking forward to reading your application!


Safer Recruitment

Doccla is committed to the principles of safer recruitment, ensuring that safeguarding and promoting the welfare of children and vulnerable adults is central to our recruitment processes.

A Disclosure and Barring Service (DBS) check will be required for all posts with access to children or vulnerable adults. Please note that it is an offence to apply, offer or accept to do any work with children (paid or unpaid) if disqualified from working with children.

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Customer Service Agent

05/12/2024
full-time
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Deadline date:
£22308 - £22308 / year

Job Description

Customer Service Advisor

We are seeking dedicated and empathetic individuals to join our team as Customer Service Agents.

As a Customer Service Advisor, you will serve as the frontline representative of our company, providing exceptional support to our valued customers. You will engage with customers via various channels, including phone, email, and live chat, to address inquiries, resolve issues, and ensure a positive customer experience.

This role will become remote after 6 weeks training in our Inverness office.

Marston Holdings Limited is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell, we are the UK’s largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery.

The group currently has revenue of 326m, employs over 5,000 staff and has a network of 1,000 self-employed enforcement agents. The business operates 21 services across several trading entities, primarily in the UK.

As a Customer Service Advisor you will have a pivotal role in our contact centre, engaging with customers and helping them find a solution, whether that’s processing payments, agreeing a payment plan, or helping them resolve a query.

You will handle customer cases from different service channels starting with inbound and outbound calls and progressing through our pathways onto live chat, email, and letter correspondence.

Support and coaching will be given throughout your career to help you move through our development pathways and reach your full potential.

  • Experience of handling and resolving difficult situations
  • Effective communication and organisational skills
  • Good understanding and use of Microsoft Office Applications
  • Excellent phone manner
  • Strong time management and organisational skills
  • Comfortable working alone as well as part of a team

What’s in it for you?

  • Hours: Great work life balance and only working 1 in 3 Saturdays!
  • Monday to Friday, working shifts between 8am – 8pm
  • Office based for the initial 6 weeks training period, then fully remote.
  • Contract: Full time or part time hours available
  • Enhanced Maternity and Paternity Package NB subject to eligibility criteria
  • 25 days annual leave plus bank holidays
  • Staff benefits designed to suit your lifestyle, from discounts on high street and online shopping to travel, socialising and wellbeing

If this sounds like the job for you, please apply….

New starters will be subject to clearance through Disclosure Scotland and a Court Decree check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change.

We are an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

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