Property Support Associate

Aldermore Group – why we exist  

Let us tell you a bit about us

We’re Aldermore – the award-winning bank, trusted and highly rated by over a quarter of a million customers for more than a decade. With our range of specialist mortgages, savings accounts and business finance solutions, we're backing more people to go for it.

We thrive by saying “yes” to our customers. We respect the ingenuity of entrepreneurs and their startups; we give first-timers a leg-up onto the property ladder; we open up the lending market to many; and thousands of customers chose Motonovo Finance every week to buy their next car, van or motorbike.

This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose.

Let us tell you a bit about the opportunity

The primary focus of the Property Support Associate is to manage inbound telephony queries from brokers and solicitors throughout the post-application and post-offer mortgage process.

You will provide exceptional service at every stage of the broker journey, ensuring the end-to-end process is efficient, accurate, and meets defined service standards. This includes delivering clear, professional, and timely information, supporting brokers and solicitors, and maintaining a consistent, high-quality experience for all stakeholders.

To act as an ambassador of the Bank’s vision to; Back more people to go for it in life and in business.

What will your day look like?

• Manage inbound calls from intermediaries and solicitors professionally, providing expert guidance throughout the mortgage process.
• Support the property team in achieving key targets and objectives while contributing to wider departmental goals.
• Deliver efficient, “right first time” service, resolving queries promptly to minimise delays and improve turnaround times.
• Undertake administrative tasks and upskilling activities to support the wider department and ensure seamless service delivery.
• Identify opportunities for continuous improvement, enhancing processes and the overall customer journey while mitigating potential risks.
• Collaborate with internal teams and maintain accurate records to deliver consistent, high-quality support and improve NPS.

What do we expect from you?

• Deliver excellent customer service with strong communication, numerical, and analytical skills.
• Work effectively as part of a dynamic team, supporting continuous improvement.
• Manage time and priorities efficiently, demonstrating strong problem-solving and decision-making skills.
• Perform well under pressure in a fast-paced, time-sensitive environment.
• Handle challenging calls professionally, maintaining composure and strong relationships.
• Bring experience in a regulated or financial services environment and proficiency with Microsoft Office and in-house systems.

We are looking for candidates who consistently deliver excellent service in every interaction and bring previous telephone experience with a positive, proactive attitude. The ideal candidate can handle challenging objections professionally while maintaining strong relationships and demonstrates a winning mindset to succeed within the organisation.

This role is focused on telephony tasks, with opportunities to develop skills and gain experience through ongoing training and upskilling.

What can you expect from us?

• A friendly and flexible culture, the same as how we work with our customers.
• A growing organisation that means there’s lots of opportunities to progress
• A drive for continuous improvement, which you will be empowered to get behind from day one.
• And of course, you will be rewarded competitively, with a good range of core benefits and bonus potential. 

Still curious?

Join us and we’ll make the same promises to you as a colleague, as we do to each of our customers. We’re committed to building a working environment that values respect, diversity, and compassion. We welcome people regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave.

Please note that we have a thorough referencing process, which includes criminal record checks.