Property Support Associate

As part of our Broker Support team, you'll play a key role in supporting brokers and solicitors throughout the mortgage journey, handling inbound enquiries from application through to offer completion.

You'll be responsible for delivering an outstanding service experience, providing timely and accurate information, resolving queries efficiently, and ensuring every interaction is professional, effective, and customer focused. Working closely with internal teams, you'll help keep applications progressing smoothly while maintaining high service standards at every stage of the process.

As a Broker Support Specialist, you'll be at the heart of the mortgage journey, providing exceptional support to brokers and solicitors while ensuring applications progress smoothly and efficiently.

• Managing inbound calls from brokers and solicitors in a professional, knowledgeable, and customer-focused manner.
• Acting as a subject matter expert on processes and requirements, helping to deliver a seamless application experience.
• Working collaboratively within the Property team to achieve key objectives and service targets.
• Supporting colleagues across the wider business, including undertaking administrative tasks and developing new skills to assist where needed.
• Focusing on getting things right first time, resolving queries efficiently to minimise delays and improve turnaround times.
• Identifying opportunities to enhance processes and contribute to a culture of continuous improvement.
• Recognising potential operational, business, and external risks and taking appropriate action to mitigate them.
• Maintaining accurate records and updating systems with all customer and broker interactions.
• Collaborating closely with Business Development Executives (BDEs), Property Advisors, and other internal teams to deliver a seamless customer experience.
• Helping to drive high levels of customer satisfaction and improve Net Promoter Score (NPS) through consistently excellent service.

This is a fast-paced, customer-focused role where no two days are the same, offering the opportunity to make a real impact on both customer outcomes and business performance.

We're looking for someone who is passionate about delivering great customer outcomes and thrives in a fast-paced, collaborative environment. To be successful in this role, you'll bring:

• A strong customer service focus and a commitment to delivering exceptional experiences.
• Excellent organisational, communication, numerical, and analytical skills.
• A collaborative approach, with experience working as part of a high-performing team and contributing to continuous improvement initiatives.
• The ability to remain calm and effective under pressure while managing competing priorities.
• Strong problem-solving, decision-making, and time management skills.
• Confidence handling challenging or time-sensitive customer enquiries with professionalism and empathy.
• Experience working within a regulated environment, ideally within banking, mortgages, or financial services.
• Good working knowledge of Microsoft Office applications, particularly Word, Excel, and Outlook, alongside the ability to quickly learn new systems and technologies.

Above all, we're looking for someone who takes ownership, embraces teamwork, and is motivated to deliver outstanding service every day.

At, you'll be part of a business where specialist expertise is valued, and where colleagues are empowered to make a real difference.