Broker Support Adviser

Overview

Due to our rapid growth and the increasing number of intermediary partners, we are looking for an additional Broker Support Adviser. In this hybrid role, you will be the primary telephone contact for our introducing broker partners, assisting with new business enquiries and updates on existing applications. Each day brings new challenges as you assist a variety of customers with complex mortgage enquiries.

Our team culture is built on doing the right thing, applying common sense, and supporting each other in a dynamic and fun environment. This is a unique opportunity to be a key part of a team building a specialist lender, with the autonomy to develop your role, make an impact, and progress your career within a rapidly growing business.

What we’re looking for

Broker & Customer Service Support

• Act as the primary telephone and email contact for brokers, providing prompt, accurate and professional assistance.
• Deliver excellent customer service by listening to broker needs, identifying solutions, and ensuring every interaction is handled with care.
• Explain product features, lending criteria, and benefits clearly and confidently - even to brokers who may be new to specialist lending.
• Provide timely updates on new and ongoing applications, helping brokers understand next steps and expected timelines.
• Liaise with internal underwriting and administration teams to resolve queries and remove bottlenecks.
• Proactively follow up on outstanding information and maintain momentum on pipeline cases.

Information Management & Record Keeping

• Record all interactions, updates, and outcomes accurately within our CRM and internal systems.
• Maintain up‑to‑date broker contact information and ensure all data is captured to compliance standards.
• Build supportive and productive relationships with brokers, acting as an ambassador for our service standards and company values.
• Qualify leads and book appointments for External Sales Managers when appropriate.
• Identify opportunities to enhance the broker experience and escalate feedback or themes that may improve our processes.
• Work closely with colleagues across Sales, Underwriting, and Operations to ensure seamless case progression.

Sales & Relationship Support

• Contribute to a positive, collaborative team culture where knowledge is shared and colleagues support each other.
• Act as a bridge between brokers and internal teams to support efficient case progression.

Teamwork & Collaboration

Work closely with colleagues across Sales, Underwriting, and Operations to ensure seamless case progression.

Skills and Competencies

Essential

• Excellent telephone manner with strong customer service experience.
• Ability to explain products and criteria clearly and simply.
• Strong organisational skills with the ability to manage multiple cases at once.
• Strong attention to detail and accurate record‑keeping.
• Confident communication skills across phone and email.

• Knowledge of mortgage products—especially Buy to Let.
• Experience supporting intermediaries or working within a specialist lender.

Qualifications and Experience

Essential

• Customer service experience.

Desirable

• Experience in the mortgage or financial services industry.

Customer-Centric Mindset

• Demonstrates a strong commitment to understanding and meeting customer needs.
• Proactively seeks customer feedback to improve services and products.
• Prioritizes customer satisfaction in all decision-making processes.

Inclusivity and Respect

• Values diversity and actively promotes an inclusive work environment.
• Treats all colleagues with respect and openness.
• Encourages collaboration and values different perspectives.
• Values open, honest, and transparent communication.

Data-Driven and Risk-Focused

• Utilizes data to inform decisions and improve processes.
• Adheres to established procedures and guidelines.
• Maintains a strong focus on risk management and mitigation.

Innovative and Bold Decision-Making

• Embraces new technologies and innovative solutions.
• Demonstrates a willingness to take calculated risks.
• Continuously seeks opportunities for growth and improvement.

• Company Bonus Scheme
  :
  Up to 10% in line with our…