Telephony Mortgages Customer Care Agent

Telephony Mortgages Customer Care Agent

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The Requirements

We're looking for a Telephony Mortgages Customer Care Agent to join us in Birmingham

  • You’ll be speaking to our existing customers over the phone, helping to find the right opportunities which meet their needs
  • This is a chance to join a new, growing part of our business with a fantastic sociable team culture
  • You’ll have the opportunity to really understand our mortgages products and customers, and when you’re ready you’ll find any number of possible routes to take your career forwards

What you'll do

The heart of your role will be to provide outstanding customer service through outbound calls to our existing customers. You’ll build strong relationships to help you identify the mortgage related products and services that are suitable to their needs and circumstances, and will help them manage their finances better. Other parts of the role will include:

  • Making high quality referrals to our specialised Mortgage Advisers, and making sure that the transaction is smooth and natural to the customer
  • Continually striving to make things better, and to exceed our customers’ expectations
  • Handling any customer concerns in a professional and organised manner

The skills you'll need

You'll need to be a real team player with excellent and adaptable communication skills – both verbal and written – which you'll use to build relationships with customers, listen to their needs and clearly explain the services we offer. We’ll also be looking for:

  • A passionate focus on customers
  • Excellent organisational skills, and a keen eye for detail
  • The drive and enthusiasm to keep a high level of product and process knowledge

What else you need to know

We’re here for our customers, whatever the time of day or night, so you’ll need to be flexible in working a rotating shift pattern.

Your hours of work will be 12pm - 8pm Monday to Thursday, and 11am - 7pm on Friday. You’ll also work two Saturdays a month from 10am - 5pm, when you’ll have a day in lieu during the week. We’ll discuss your hours in more detail with you during your interview stage.

We also welcome part time working. Working a minimum of 20 hours and we'll discuss this with you at the interview. The first three weeks will include full time training.

You'll enjoy a comprehensive structured training programme, and on-going coaching and support to enhance your development and open up progression opportunities. When you're ready, we’ll help take your career to the next level.

How we'll reward you

You’ll start on a competitive reward package of £20,610. Your package includes contributions to our retirement savings plan, and you can choose whatever protection, healthcare or lifestyle extras you want from RBSelect, our fully flexible reward programme.

You will have a generous holiday entitlement of 33 days – you may be required to work bank holidays.

For more information on our benefits, please visit our website.


At RBS, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles, find out more here.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you’ll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.