Customer Communications Manager
The goal is to support the Mojo customers to successfully apply for their new mortgage and make the process as easy and straightforward as possible. You will be the first point of contact for customers using the Mojo Mortgage Matcher Tool so strong communication and rapport building skills are a must. Also a clear understanding of the Mojo Mortgage Matcher process to help guide customer through the journey, dealing with queries via Live chat, inbound calls and email. Contacting customers who have completed the Mortgage Matcher tool to offer help and support with booking appointments and any future needs.
- Respond to customer queries in a timely and accurate way, via phone, email or chat.
- Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Issuing customer suitability recommendations once prepared by the Adviser.
- Ad Hoc duties at management discretion
Ensure that all responses are personalised and specific to the customers needs.
Contacting customers to offer help and support with booking initial appointments and follow up protection appointments.
Keeping up to date with the improvements made to the Mojo Mortgage Matcher tool so you have a detailed understanding of all variations within the online journey
Contacting customers who we have previously arranged a mortgage to make an appointment to discuss re-mortgage options.
Updating details of insurance customers who have fallen into arrears with their premiums. Attempting contact and transferring to an Adviser to discuss options.
Update our internal databases with information about technical issues and useful discussions with customers
Monitor customer complaints on social media and reach out to provide assistance
- Time management
- Attention to detail
- Organisational skills
- Great communication
- Strong rapport building
- Listening skills
39 Hours per week
Early and late shift Monday to Thursday
Alternate Friday and Saturday working
We want everyone at Mojo Mortgages to feel valued and be able to fit work around their home lives. Here are some of the benefits you’ll enjoy as part of the Mojo family:
We work a 39-hour week and offer semi-flexible working hours, along with a variety of shifts to suit you.
We’ve got a generous budget to spend on whatever helps you need to improve what you do. From courses to books and beyond, we care about your development and we’re ready to put our money where our mouth is.
Health and wellbeing
We offer income protection to cover your entire salary for up to 6 months if you can’t work because of injury or sickness.
We're set up with The Peoples Pension to help everyone here save for their future.
Generous holiday allowance
You get 25 days’ of jollies a year, and we encourage you to take it. We’ll also throw in an early dart on your birthday.
Our social committee gets us out and about every month, as well as arranging two parties a year. Day to day there’s all sorts going on - from table tennis and squash leagues to cinema trips and drinks after hours.
Food & Drink
You can help yourself to free breakfast, fruit, tea and coffee, plus beer, wine and pizza at our company huddles and whenever we pull a late one.
Visit our website at - www.mojomortgages.com