Mortgage Advisor F2F

Join us as a Mortgage Advisor in our full‑time branch based team, where you will be in a customer‑facing role working closely with colleagues and key stakeholders to deliver expert mortgage advice and outstanding service. You will manage a blend of customer appointments – around 3 per day or 15 per week focusing on a range of needs including new lending, buy‑to‑let and mortgage and protection enquiries.

These appointments which are mostly face‑to‑face but can also be over the phone, are based on a mix of customer demand and your own outreach efforts, where you will share your knowledge and build trusted relationships. You will also be expected to provide coaching and development of your stakeholders and be looking for further mortgage business opportunities. You will be required to work between the hours of 7am‑11pm Monday‑Sunday.

• Proven ability to manage time effectively and prioritise tasks with ease.
• Exceptional attention to detail, ensuring accuracy and quality.
• Proven customer service experience both telephony and face to face.
• Ability to build and retain relationships with stakeholders.
• Ability to effectively manage change and able to adjust to the evolving demands of the role.

• Industry knowledge of mortgages.
• Experience as CME (Consumer Mortgage Expert).
• CeMAP Qualification.

You may be assessed on the key critical skills relevant for success in the role, such as risk and controls, change and transformation, business acumen. Strategic thinking and digital and technology, as well as job‑specific technical skills.

For this role, you will be required to work and travel between the branches including working in Ipswich Branch for 3 days and Bury St Edmonds Branch for 2 days per week.

This role is deemed a Certified role under the PRA & UK Financial Conduct Authority – Individual Accountabilities Regulations and may require the role holder to hold mandatory regulatory qualifications or the minimum qualifications to meet internal company benchmarks.

To develop and manage the success of specific financial products and services, providing in‑depth expertise on a particular product line, bridging the gap between product development, marketing, sales, and customer service.

• Provision of SME expertise on specific products, including mortgages and life assurance and services to customers and colleagues, including features, functionalities, benefits, limitations, risks and compliance.
• Identification of market trends, new features, regulatory requirements and potential risks, and analysis of data obtained from performance and objectives MI and customer feedback, to support the product development process, and communicate key findings to relevant stakeholders to improve product offerings.
• Response to customer inquiries, resolution of customer dissatisfaction, and provision of advice on product usage.
• Presentation of the advantages and features of the product to potential customers, building trust and encouraging adoption.
• Assistance with the development and execution of marketing materials for the product, such as brochures, presentations, and online content.
• Participation in training sessions and workshops to share product knowledge and expertise with colleagues and other stakeholders.
• Participation in events, conferences, and other networking opportunities to showcase the product and generate interest.

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise.
• Thorough understanding of the underlying principles and concepts within the area of expertise.
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD…