Customer Relationship Executive – Mortgages

About the role

We are seeking an enthusiastic, customer‑focused Executive to join our Mortgage Retention Team in Chester. You will work with existing mortgage customers, building relationships and guiding them through the end of their current mortgage term, helping them explore product transfers or remortgaging options.

Key responsibilities

• Proactively contact existing mortgage customers before their product expires.
• Build strong relationships through regular, meaningful conversations.
• Understand customers' circumstances and discuss available options, including product transfers and remortgaging.
• Identify opportunities to improve customers' mortgage arrangements.
• Book appointments with qualified Mortgage Advisers and maintain communication throughout the journey.
• Accurately update customer records in the CRM system.
• Collaborate with advisers and the wider mortgage team to ensure a seamless experience.
• Meet activity and quality targets while delivering excellent service.

Required profile

• Excellent communication and listening skills.
• Confident, professional telephone manner.
• Experience in sales, customer service, account or relationship management.
• Ability to build trust and long‑term relationships.
• Proactive, organised and detail‑oriented.
• Positive attitude and willingness to learn.

Required skills

• Microsoft Office

What we offer

• Salary £27k‑£30k depending on experience.
• Benefits package.
• Full training on systems, products and processes.
• Clear career progression within the mortgage industry.