Customer Service Analyst
Remote
XAF 25K (Employer provided)
Overview
We are looking to increase the size of our team and are currently recruiting for a Customer Service Analyst (Consumer Outcomes Analyst).
The role offers a salary of £25,000 and is ideally hybrid working from our Basildon office, though remote working may be considered for candidates located further away.
Who We Are
Stonebridge Mortgage Solutions Ltd is one of the UK’s leading dedicated mortgage and protection networks, with over 1,300 advisers and 600 firms.
Our team is made up of passionate professionals committed to excellence, continuous improvement, and delivering world-class customer support using cutting-edge systems and regulatory expertise.
Our Benefits
- Great company culture
- Competitive salary
- Performance-related bonus (non-contractual)
- 22 days annual leave + birthday off + up to 3 extra days based on length of service
- Company Pension with optional matched contributions up to 1.5%
- Flexibility to work from home
- Free breakfast, lunch, snacks, and drinks when in the office
- 2 charity/community volunteering days per year
- 2 half-days paid ‘me time’ for wellbeing
- 1 day paid ‘team time’ for team volunteering
- Employee engagement programme
- Reward and recognition schemes
- Retail discounts and cashback
- Salary sacrifice schemes (home tech, cycle to work, pension)
- Company sick pay
- Option to buy/sell up to 5 days of annual leave
- Gym subsidy
- Employee Assistance Programme
- £500 employee referral scheme
- Death in service insurance
- Critical illness cover
The Role
The Consumer Outcome Analyst is responsible for conducting customer service calls to determine whether customers received appropriate outcomes and experiences during their mortgage or insurance process.
You will collate, review, and report service call outcomes to senior management, highlighting trends, issues, and improvement opportunities.
The role also supports the Compliance Operations Team with MI reporting tasks, including lender, provider, and consumer duty MI.
Key Responsibilities
- Complete customer care surveys
- Report on survey findings
- Analyse customer care survey data
- Lender & Provider MI
- Consumer Duty MI
- Compliance Operations Team tasks
Our Ideal Candidate
- Outbound call-handling experience (essential)
- Excellent communication skills with adaptable style (essential)
- Previous customer service experience (essential)
- Telephony-based experience (desirable but not essential)
- Positive and professional customer interaction (essential)
- Strong data entry and computer skills (desirable)
- Strong organisational and time-management skills (desirable)
- Eligibility to work in the UK and ability to meet pre-employment checks (essential)
How to Apply
Apply with your CV. If you require reasonable adjustments during the recruitment process, please inform our recruitment team.
