Customer Relationship Officer – Mortgage Services

About the role

Our client, a fast‑growing specialist bank, is looking for a Customer Relationship Officer to join the Relationship Management team. You will support a portfolio of commercial mortgage customers, work closely with experienced Relationship Managers, and help grow the loan book.

Key responsibilities

• Deliver proactive customer engagement and operational support across the customer lifecycle.
• Build and maintain strong relationships with an allocated portfolio of mortgage customers.
• Act as the primary point of contact for inbound enquiries, providing timely and professional assistance.
• Assist with refinancing, retention and new deal preparation, ensuring documentation is accurate and complete.
• Conduct portfolio analysis, prepare reports for periodic reviews and identify trends, risks and opportunities.
• Monitor portfolio performance and produce management information to support strategic decision‑making.

Required profile

• Experience within the mortgage industry.
• Ability to support a commercial customer portfolio and work collaboratively with Relationship Managers.
• Strong focus on delivering high‑quality customer service.

Required skills

What we offer

• 15% contributory pension (10% employer, 5% employee).
• 26 days holiday plus bank holidays and a day off for your birthday.
• Discretionary bonus scheme and annual salary reviews.
• Paid sick leave, digital GP, 24/7 private health insurance, critical illness and dental cover.
• Income protection and enhanced maternity, paternity and shared parental leave.
• Menopause support, paid carers leave and a charity day.
• Employee Assistance Programme, Cycle2work scheme and a Benefits Hub with extensive discounts.