Let us tell you a bit about us We’re Aldermore Group – the award-winning bank, trusted and highly rated by over a quarter of a million customers for more than a decade. With our range of specialist mortgages, savings accounts and business finance solutions, we're backing more people to go for it. We thrive by saying “yes” to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; we open up the lending market to many; and thousands of customers chose MotoNovo Finance every week to buy their next car, van or motorbike. This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose. Let us tell you about the role We have a new opportunity to join our Customer Experience team, acting as the first point of contact for our new and existing customers. You will work as part of a small team, handling inbound and outbound calls with Aldermore savings customers in order to deliver exceptional customer service. You will also be trained to support the Property and Operational customer service teams too, ensuring your day will never be dull and you’ll speak to a variety of our customers across the bank. We provide comprehensive training to set you up for success, so previous experience in financial services isn’t required. If you have worked in a contact centre, or customer facing roles and have a passion for helping people, we can teach the rest What will your day look like? You will manage customer service queries via inbound/outbound calls, email and secure messages Supporting wider department and business teams by providing administrative support Professionally dealing with queries effectively to reduce turnaround times and delays with the case Supporting a culture of continuous improvement, working to identify better ways of working that contribute to a proficient overall customer journey. Being aware of potential process, business and external risks and working to mitigate and reduce these. Treating customers fairly and aiming to deliver fair customer outcomes in all our day-to-day activities What do we expect from you Excellent customer service focus – keeping the customer at the heart of everything you do Excellent communication, numerical and analytical skills Good team player skills are essential with a track record of working within a dynamic team continuously looking for improvement. Ability to work under pressure in a fast-paced environment. The ability to deal with customers in difficult situations. Experience of working within a regulated, banking or financial services environment would be an advantage but isn’t essential Knowledge of Microsoft Office packages, particularly Word, Excel and Outlook, and ability to learn various in-house systems What can you expect from us? A hybrid working model with the expectation to be onsite 2-3 days per week A friendly and flexible culture, the same as how we work with our customers. A growing organisation that means there’s lots of opportunities to progress A drive for continuous improvement, which you will be empowered to get behind from day one. And of course, you will be rewarded competitively, with a good range of core benefits and bonus potential. Still curious? Join us and we’ll make the same promises to you as a colleague, as we do to each of our customers. We’re committed to building a working environment that values respect, diversity, and compassion. We welcome people regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave. Please note: we have a thorough referencing process, which includes criminal record checks