Inbound Customer Servicing Agent

When we started Kensington we were the first specialist lender to offer mortgages to people the high street turned down. Over 25 years later, we're the UK's leading specialist mortgage lender still blazing a trail offering people the chance to get a mortgage. Where high street lenders see black and white, we've always used our expertise and manual underwriting capability to see the shades in between. In a market where changing lifestyles mean more people are falling outside the traditional mortgage criteria, it's an approach that can make a real difference to people who want to own a property.

It's what we call the Kensington Difference.

Kensington Mortgage Company is a wholly owned subsidiary of Barclays Bank UK PLC from 1 March 2023, and the principal activity of the Company is the origination and servicing of mortgage assets. The Company is authorised by the Financial Conduct Authority for regulated activities.

This is a predominately a remote working customer service telephone based role taking inbound calls from existing customers.

Overall, the Customer Services team interacts with our customers by telephone to provide them with information to address any inquiries they have about their mortgage or loan. In addition, they deal with and help resolve customer complaints. These customers can comprise of the mortgage or loan account holder(s) or their third party representative(s).

These calls can be in regards to a wide range of topics from updating personal details to looking to pay off the mortgage to customers struggling with monthly payments. Some of these enquires can be of a complex nature that are dealt with in a timely manner in adherence with policy, procedure and regulation.

• Answer inbound calls
• Plan and prioritise allocated workloads against agreed standards.
• Take ownership for investigating and responding to internal and external requests accurately and efficiently.
• Ensure all work completed is done so in accordance with applicable regulation, procedure and policy whilst utilising judgement to resolve issues.
• Consider risk when completing daily activities.
• Identify process improvements and efficiencies.
• Carry out any reasonable task or duty as requested.

• Able to embrace change whilst adopting a positive attitude.
• Experience of working in a target driven environment centred on customer delivery.
• Understanding of Microsoft office applications.
• Must have worked in a regulated customer service environment
• Able to interpret and respond clearly and effectively to verbal requests over the phone or in writing.
• Understanding numerous / complex administration processes and policies.
• Experience of working in a regulated call centre/telephone based role

• Taking volume calls throughout the day
• Attention to detail and accuracy
• Keying, processing and of all customer and 3rd party incoming workloads.
• Using and understanding core systems within customer contact and administration environments.
• Balancing customer requirements with departmental objectives.
• Taking ownership of queries and responding within a timely manner.
• Managing challenging conversations with customers.

This is a full time, fully remote working role that will start on Monday 13th May, you MUST be available to start on this day otherwise we cannot consider your application.

We would also ask no long periods of holiday during the first few weeks of the training period.

25 Days Annual Leave (plus Bank Holidays)

Company Pension Scheme

Discretionary Annual Bonus Scheme

Private Medical & Dental Insurance

Fully Remote Working

Life Assurance

Holiday Buy and Sell

Plus access to employee discount portal

Our employees are critical to our success. We work hard to ensure that Kensington Mortgages is a great place to work. We recognise the difference it makes to our business when people challenge themselves and take advantage of the development opportunities available so we try and support everyone however we can. We also recognise the fact that people seek work life balance and continuously develop our benefits offering to create an inclusive and supportive culture where differences that exist between us all are recognised, understood and valued

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If you want to make a Difference, apply now.