Customer Service Administrator

Key Group • Permanent • Gloucester, Gloucestershire, England, United Kingdom • £26.09k / year • 14h ago

Customer Service Assistant

About the Role

This Customer Service role will involve processing administration requests and queries from mortgage advisers received via our Sourcing platform, online chat, email and over the phone. This is an exciting opportunity to join a business that truly invests in its people.

As a Customer Service Assistant, you will support advisers across a variety of channels, ensuring requests are handled efficiently and professionally. The ideal candidate will show initiative, have a positive attitude, and demonstrate a genuine passion for delivering excellent customer service.

About the Business

Air, 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.

It is specifically designed to help advisers and brokers develop their business, providing the tools and infrastructure needed to compete with large sector specialists.

Air Sourcing is our technology solution, enabling advisers to source later life lending products in real time and select the most suitable option for their clients' needs.

What You'll Be Doing

Demonstrate and embed company values in all aspects of your work
Provide customer service support via telephone, online chat and email
Process KFI requests as they are received
Build knowledge of the Equity Release market
Become a competent user of the Air Sourcing system
Process Air Mortgage Club registrations

What We're Looking For

Previous administration and customer service experience (essential)
Strong communication skills and confidence engaging with internal and external stakeholders
Ability to multi-task and prioritise effectively in a busy environment
Strong organisational skills
Ability to process tasks from multiple channels simultaneously
High attention to detail
Positive attitude and ability to work in a fast-paced environment

Our Values

We are looking for individuals who live our ASPIRE values:

Ambitious - to help our customers enjoy a better retirement
Supportive - building strong relationships
Personal - going above and beyond
Integrity - honest and transparent
Responsive - delivering the right result
Expert - continuous learning and development

What You'll Get in Return

23 days holiday + bank holidays (rising to 28 with service)
Holiday purchase scheme
1 Charity Day
Pension: 5% employee / 8% employer
Simply Health cashback plan
Life Assurance

Why Join Us

You'll be joining a supportive team and organisation that invests in its people, offering the opportunity to develop your skills and build a career in a growing business.

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