Front end customer champion
Generation Home, United Kingdom

The rate of homeownership amongst young people has halved over the last two decades. Owning a home is a key life goal, along with being one of the best ways of maximising wealth in the UK. However many of us are locked out of buying because of misaligned incentives across the industry.

Generation Home is working to fix that.

We are dedicated to getting more people on the property ladder and providing homeowners with the tools to make smart financial decisions

We are early in our journey and you can have a meaningful impact by helping us disrupt the mortgage industry.

.providing timely, friendly and knowledgeable support to our customers - it is about delivering a great experience to anyone who comes to Generation Home for help getting onto the property ladder. You’ll support customers from their first point of contact with Generation Home all the way until you hand over to their designated Case Manager.

.. being an advocate for the customer when you feel a strong application is worth fighting for.

.knowing what our (potential) customers want and/or struggle with, and help to produce educational material to support that, as well as sharing those insights with product teams.

Having a strong knowledge of our lending criteria, to be able to provide accurate information quickly through live chat conversations and outbound phone calls.

Maintaining communication with customers in line with our company tone and with customer outcomes in mind.

Proactiveness in generating and maintaining leads to convert them into customers, referring to relevant teams where required.

Contributing to building our educational content for customers. This varies from thinking of articles to write, to adding FAQ’s to our website. Knowing what our customers want to know about, and knowing the answers that convey that message.

Ensuring applications are processed according to FCA regulation

Requirements

• Ability to handle multiple customer conversations via live chat
• Confident and patient when speaking with customers
• An excellent written and verbal communicator
• Hungry to learn and help people
• Readiness to work weekends and evenings on a rota basis for live chat and outbound phone calls. This can be done remotely if you wish.
• An interest (not experience) in mortgages
• A background in customer service
• Experience in handling live chat and customer calls is advantageous

Benefits

• Shares in the company
• 25 days of Annual Leave plus bank holidays
• Annual learning budget
• Pension contributions matched by employer (3% currently)
• 9 hour shifts (one hour lunch break)

If this sounds like you then please hit the apply button!

Job Rewards and Benefits