Enquiry Support Adviser

• Position: Enquiry Support Adviser
• Type: Full-Time, Permanent Position
• Salary: - £24,000 per annuum DOE + bonus of £1 per call qualified and successfully transferred to adviser
• Location: Southampton
• Working Hours: Monday to Friday, WFH Option After Probation

• Make outbound phone calls to prospective client in response to new enquiries with a view to booking/transferring the client for factfind appointments for the telephony-based mortgage advisers
• Make outbound calls to existing clients to ensure repeat business is secured
• Assist with other tasks to support the sales team
• Opportunity to progress to Trainee Mortgage Adviser position

Measures of Performance

• Number of factfind appointments created per month across the business
• Enquiry to Factfind conversion rate in percentage terms
• Achievement of agreed Key Performance Indicators
• Achievement of Compliance Standards
• Achievement of all other goals as designated by relevant management

Key Accountabilities

• Work to a ‘client contact model’ to optimise the number of clients passed to advisers, by contacting them in an efficient and prescribed manner.
• Act as the first point of contact with clients, and engage and encourage them towards a held factfind with the mortgage and/or protection advisers
• Responsibility for managing the adviser zone rota, to ensure that calls from clients are passed across promptly or booked and communicated.
• Develop and grow effective working relationships with the sales advisers.
• Work with the sales team to assist them in achieving their sales targets
• Responding promptly to, and with appropriate diligence in line with company procedures, any complaint received
• Adherence to all requirements as set out in the company’s Training & Development Manual. Responsible for keeping yourself updated on company policies
• To present a professional approach to a high standard of service quality and product knowledge, maintaining high standards of integrity, conduct and behaviour.
• To drive the business forward and respond positively to changes in business practise and objectives where it necessary from time-to-time.
• Consistently demonstrate placing the customer’s best interest at the heart of everything you do
• To self study towards the CeMap exams, and undertake self development towards the mortgage adviser role (if appropriate)
• Adherence to company policies i.e. FCA, Health & Safety, Statutory & Employment Laws

Key Competencies:

• Team player.
• Ability to work to tight deadlines.
• Works well under pressure.
• Good computer skills (Word, Excel & Microsoft Outlook).
• Sales and client focused.
• Results orientated.
• Good communicator.
• Good at planning and organisation.
• A passion for financial services and the mortgage market.
• Desire to progress towards a Mortgage Adviser role in the future (non-essen-
• tial)
• Ability to study and pass mortgage qualifications (non-essential)