Customer Support Specialist



Hours Per Week: 35



Contract Type: Full Time




Location: Plymouth




Working style: Hybrid home/office based



We are currently looking for a Customer Support Specialist to join RL Equity Release on a secondment basis in Plymouth.



You will be the first point of contact for customers who are looking for help to improve their financial wellbeing, and as such will be an ambassador for Royal London Equity Release Advisers, helping everyday people who may not be familiar with later life lending solutions feel comfortable and confident.



The Customer Support Specialist is responsible for the end-to-end customer journey. You will be the lead contact for customers throughout their journey with us, including on-going client relationship management.




About the role

• Complete Fact Finding calls with customers, documenting information with high levels of accuracy


• Utilise effective probing skills whilst fact finding and then conduct research based on customer requirements and needs


• Use excellent communication skills to ensure fair customer outcomes and compliance with industry standards


• Obtain appropriate documentation and supporting evidence in readiness for Adviser review to allow a compliant recommendation to be made


• Communicate with customers and necessary 3rd parties to ensure cases progress within appropriate timeframes


• Proactively communicate with customers and ensure they are appropriately informed during every step of the their Lifetime mortgage process, including post completion


• Manage a personal caseload with proactive task management to ensure cases progress in line with service level agreements

About you

• Able to meet deadlines, multitask and manage completing priorities during a working day


• Willingly identifies opportunities to improve internal processes, suggest and lead on change which improves customer experience or business efficiency


• Demonstrate effective customer communication skills, verbally and in writing


• Builds trusted relationships with customers and advisers.

• Manage on-going customer relationships, making sure our customers have a great experience with us


• Comfortable liaising with internal and external departments to gather inputs or escalate complex issues


• Highly organised and process driven to deliver good customer outcomes in line with company policies and regulatory requirements


• Confident to support customers through digital journeys and ensure all information is captured accurately and on time


• Questions customers to gather accurate information, identify their needs, and triage enquiries appropriately


• Competent in gathering information to understand customers' circumstances and financial needs, listening carefully, identifying key requirements, and presenting the details clearly for an adviser.


• Able to display regulatory awareness of Mortgages and Later Life Lending


• Keep your financial knowledge up to date and continue developing it to enhance the service you provide, completing the required annual CPD.


• Demonstrates understanding of key risks and controls in your business area

Royal London Equity Release Advice is part of the Royal London Group.



We're the UK's largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.



Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.



We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits