About Us

The Introducing Broker Finance Hub is a leading specialist one-stop mortgage and protection brokerage based in Canary Wharf, serving clients across the United Kingdom. We offer a comprehensive range of products including Mortgage Products, Insurance Products, Protection Products, Bridging, Commercial, Development Finance, Equity Release, Business Protection, Commercial Insurance, and Sharia Compliant Home Purchase Plans. Our mission is to provide our clients with the best possible solutions tailored to their unique needs.

At The Introducing Broker Finance Hub, our team of experts is committed to delivering exceptional customer service. We pride ourselves on our ability to provide a fully holistic service and staying ahead of the curve, with staff undergoing regular training to stay updated with the latest trends and regulations in the mortgage and protection industry. What sets us apart is our personalised approach and our commitment to innovation, putting staff development at the forefront, meaning hard work and dedication never go unnoticed

Our Values:

• Integrity: We uphold the highest standards of honesty, transparency, and ethical conduct in all our interactions.
• Loyalty: We prioritise the best interests of our clients and colleagues, demonstrating unwavering support and dedication.
• Trust: We strive to earn and maintain the trust of our clients, stakeholders, and communities by consistently delivering on our promises and exceeding expectations.

Our Mission: 

At The Introducing Broker Finance Hub, our mission is to seamlessly connect the dots between our clients’ financial needs and goals. By providing comprehensive information and services, we strive to be the go-to destination where individuals and businesses can find all their financial solutions under one roof. Our commitment is to simplify and optimise the financial journey for our clients, ensuring clarity, convenience, and success every step of the way.

Your Day to Day:

As a Call Centre Representative at The Introducing Broker Finance Hub, you will be the first point of contact for our clients, handling a variety of enquiries and providing exceptional customer service. Your role involves managing a large volume of inbound and outbound communications via phone, chat, and email in a timely manner, ensuring each interaction is handled efficiently and professionally. You will follow communication scripts, utilising your knowledge of the company’s products and services, and go off-script when necessary to better address client needs.

You will be responsible for identifying customer needs and maintaining ownership of calls throughout the lifecycle of a caller’s request, including follow-ups. Additionally, you will update and maintain accurate records, follow up on outstanding tasks, and coordinate with various stakeholders to facilitate the smooth onboarding of customers.

Additionally, you will build strong relationships with wider team members, continuously seek ways to enhance the customer experience, and provide feedback to the management team to improve internal tools and workflow efficiency.

Key Responsibilities:

• Memorise scripts for products and services, and refer to them during calls
• Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately
• Identify opportunities for driving sales and revenue of the company’s existing product suite, and seize opportunities to upsell when appropriate
• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
• Create and maintain record of daily problems and remedial actions taken, using call-center database
• Leverage data and insights gathered by the call centre to recommend and influence process improvements to improve workflow efficiency and the customer experience.
• Build strong relationships with advisers and other key team members.
• Continuously seek ways to improve the customer experience.
• Collaborate with our other inhouse teams, such as Mortgage/protection Advisers and case handlers to ensure smooth handovers and a seamless customer journey.

Requirements

• Minimum 1 year experience working in a call centre or customer-support role
• Exceptional Phone manner
• Ability to handle a high-volume workflow and prioritise tasks effectively.
• Strong active-listening and verbal-communication skills
• Proficiency in problem-solving
• Ability to multitask and manage time effectively
• Ability to form strong and positive relationships with both internal and external stakeholders.
• Unquestionable work ethic, a can and will do approach.
• Proficiency in the Microsoft suite
• Strong bias for action
• Naturally Organised
• Team Player
• Unafraid to take on new challenges, developing deep knowledge in new areas.
• Can have fun whilst maintaining a professional outlook.

Why Work for Us:

• Leads: Pre-qualified leads booked direct into your diary from our call centre and lead generators
• Admin Support: Dedicated Admin Support, leaving you to focus on advising
• Directly Authorised: No Network Red Tape and open door policy to management and directors.
• Personal and Professional Development: We are committed to your growth with monthly reviews, proactive pay increases reflecting growing responsibilities, and a learning budget annually.
• Progression: Training pathways to develop into a case handler / adviser / team leader.
• Generous Leave: Enjoy 28 days holiday, an additional paid days off on your birthday.
• Pension Scheme: Automatic enrolment in our pension scheme.
• Benefits – Including Private Medical Insurance after a successful probation.
• Recognition and Rewards: Gifts to say thanks when we reach company milestones & celebrations.
• Team Events & Socials: Regular team events and socials to foster a supportive and enjoyable work environment.
• Rocketship Seat: Join us at The Introducing Broker Finance Hub to be the best, where integrity, loyalty, and trust are at the heart of everything we do. Be part of a dynamic team that is dedicated to providing exceptional service and innovative solutions to our clients.

Equal Opportunities

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at The Introducing Broker Finance Hub. We embrace diversity in all of its forms and fostering an inclusive environment for all people to do the best work of their lives with us. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.