Customer Service Agent

Location: Remote (UK residents only)

Start Date: 09th June 2025

Working Hours: Monday - Friday 09:00 - 17:30

Salary: £25,000 plus 25 days holiday and a fantastic range of benefits which can he found HERE

At Kensington Mortgages, we've been leading the way in providing specialist mortgage solutions for over 25 years.

We're dedicated to offering people a chance to secure a mortgage, especially when high street lenders say no. Our approach is all about understanding the unique circumstances of our customers - It is what we call the `Kensington Difference.

As a wholly owned subsidiary of Barclays Bank UK PLC we are proud to operate with the highest standards of service and integrity, fully authorised by the Financial Conduct Authority.

As a Customer Service Agent, you will by the voice of Kensington Mortgage Company (KMC), engaging with our customers over the telephone to address their questions, resolve any complaints and providing essential support for their mortgage.

This role is crucial in ensuring that every customer has the best experience possible from the moment their account opens until closes.

You will handle a variety of enquires related to mortgage payments, account balances, redemptions and more, while making a meaningful impact on our customers lives.

• Manage inbound customer queries relating to a wide range of topics including mortgage payments, account balances, interest rates, payment schedules, account updates and changes, terms and conditions etc.
• Updating customer information, and process account changes with precision and care
• Taking ownership for investigating and responding to internal and external requests accurately and efficiently.
• Planning and prioritising allocated workloads in alignment with agreed service standards.
• Ensuring all work is completed in line with policies, procedures and regulations, exercising sound judgement to effectively resolve any challenges that may arise.
• Considering risk factors when completing daily tasks.
• Identifying opportunities for process improvements and efficiencies.
• Ensuring strict adherence to processes, policy and regulation.

What You Will Need

• Previous experience gained within a telephony-based role in a regulated environment is preferred (experience within the financial services/mortgage industry would be advantageous).
• Experience of working in a target driven customer focussed environment.
• Excellent verbal and written communication skills to effectively assist customers
• Empathy and the ability to support vulnerable customers
• Strong objection handling and problem resolving skills to swiftly resolve customer complaints.
• Proficiency in Microsoft Office applications and the ability to navigate confidently and quickly around multiple systems, whilst speaking to customers over the telephone is essential.
• The ability to support and embrace change whilst adopting a positive attitude.
• Attention to detail and accuracy.

At KMC our employees are the heart of our success. We strive to create a workplaces that promotes professional development and work-life balance.

Our inclusive culture values diversity in all its forms, ensuring everyone feels respected and valued.

As an equal opportunity employer, we embrace differences in gender, race, identity, ethnic origin, and sexual expression

If you're passionate about providing exceptional customer service and want to join a team that values your contributions we'd love to hear from you!

Apply today and be part of the Kensington Mortgages family and help us to continue making a positive impact in the lives of our customers.

We are looking for candidates that can start remotely Monday June 9th 2025. To ensure you gain the most from our training, we ask that you avoid taking annual leave during the first 7 weeks.

Please note, all offers of employment for this role are subject to a series of background checks, including criminal (DBS), credit and Right to work checks.

To take advantage of digital Right to work checks you must hold a valid passport, alternatively you must be prepared to come into Maidenhead to show ID