Customer Service Administrator

at  Key Group

We believe that helping people unlock a better retirement starts with helping everyone in our organisation unlock their true potential, and thrive.
To do that, we’re mindful of staying true to the values that make us who we are, and proud of what we do.
Air Group, part of the Key Group of companies is the largest community of its kind in the later life lending market with over 8,000 members across the UK. Specifically designed to help advisers and brokers to develop their business, with the tools and infrastructure to compete with large sector specialists. Air Sourcing, our technology solution which allows advisers to source all later life lending products in real time, allowing them to select a suitable product for their clients’ needs.
As a Customer Service Assistant, you will be involved in processing administration requests and queries from mortgage advisers via our Sourcing platform, online chat, email and over the phone. The ideal candidate will show initiative to get the job done in a timely manner and have an enthusiastic attitude with a genuine passion for providing professional customer service.
We are looking for a team player who can prioritise, multi-task, and manage their time effectively. The ability to think fast and work in a fast-paced environment is key to being successful in this role. In return you will be part of a fantastic team and organisation who invest in their employees.

Responsibilities:

• To demonstrate and continuously embed the company values in every aspect of the role.
• Provide customer service support via the telephone, online chat and email.
• Process KFI requests as they are received.
• To build knowledge of the Equity Release market.
• Become a competent user of the Air Sourcing system.
• Process Air Mortgage Club registrations.

Skills & experience:

• Previous administration and customer service experience is essential, however full training in the market will be given.
• Excellent interpersonal and communication skills and confidence to liaise with all levels of an organisation; both internal and external.
• Ability to work well in a busy and ever-changing environment.
• Strong organisational skills.
• Ability to process tasks coming in from a variety of sources at one time.
• Meticulous attention to detail.

Most of all we look for people who display and work around the core values of our business:
Ambitious – to break ground to help our customers enjoy a better retirement.
Supportive – relationships are key to everything we do.
Personal – going above and beyond to offer exceptional service.
Integrity – honest, true and transparent in all of our relationships.
Responsive – whatever the challenge we’ll deliver the right result.
Expert – experts in our field, our thirst for knowledge never stops

Benefits:

• 23 days holiday, plus bank holidays. Rising to 28 days based on length of service.
• Additional holiday purchase scheme
• 1 charity day
• Tier 1 pension (Employee 5%, Employer 8%
• Simply Health cashback plan
• Life Assurance

• To demonstrate and continuously embed the company values in every aspect of the role.
• Provide customer service support via the telephone, online chat and email.
• Process KFI requests as they are received.
• To build knowledge of the Equity Release market.
• Become a competent user of the Air Sourcing system.
• Process Air Mortgage Club registrations