Customer Service Administrator

Customer Service Assistant

About the Role

This Customer Service role will involve processing administration requests and queries from mortgage advisers received via our Sourcing platform, online chat, email and over the phone. This is an exciting opportunity to join a business that truly invests in its people.

As a Customer Service Assistant, you will support advisers across a variety of channels, ensuring requests are handled efficiently and professionally. The ideal candidate will show initiative, have a positive attitude, and demonstrate a genuine passion for delivering excellent customer service.

About the Business

Air, part of the Key Group of companies, is the largest community of its kind in the later life lending market, with over 8,000 members across the UK.

It is specifically designed to help advisers and brokers develop their business, providing the tools and infrastructure needed to compete with large sector specialists.

Air Sourcing is our technology solution, enabling advisers to source later life lending products in real time and select the most suitable option for their clients' needs.

What You'll Be Doing

• Demonstrate and embed company values in all aspects of your work
• Provide customer service support via telephone, online chat and email
• Process KFI requests as they are received
• Build knowledge of the Equity Release market
• Become a competent user of the Air Sourcing system
• Process Air Mortgage Club registrations

What We're Looking For

• Previous administration and customer service experience (essential)
• Strong communication skills and confidence engaging with internal and external stakeholders
• Ability to multi-task and prioritise effectively in a busy environment
• Strong organisational skills
• Ability to process tasks from multiple channels simultaneously
• High attention to detail
• Positive attitude and ability to work in a fast-paced environment

Our Values

We are looking for individuals who live our ASPIRE values:

• Ambitious - to help our customers enjoy a better retirement
• Supportive - building strong relationships
• Personal - going above and beyond
• Integrity - honest and transparent
• Responsive - delivering the right result
• Expert - continuous learning and development

What You'll Get in Return

• 23 days holiday + bank holidays (rising to 28 with service)
• Holiday purchase scheme
• 1 Charity Day
• Pension: 5% employee / 8% employer
• Simply Health cashback plan
• Life Assurance

Why Join Us

You'll be joining a supportive team and organisation that invests in its people, offering the opportunity to develop your skills and build a career in a growing business.