Regional Support Executive - SortRefer

About Us:

SortRefer, a division of Sort Group, is a leading online portal providing mortgage brokers and intermediaries with access to a comprehensive range of conveyancing and property-related services. Our platform is designed to streamline the property transaction process, offering efficient solutions to support our clients' needs.

Role Overview:

We're looking for someone to join our team in South Shields as a Regional Support Executive, who will serve as the primary point of contact for mortgage brokers, introducers, and suppliers within a designated region. Your role is pivotal in facilitating seamless communication, managing queries, and ensuring an efficient conveyancing process. By building and maintaining strong relationships, you will contribute to the growth and retention of business volumes in collaboration with your Regional Business Development Manager (BDM).

Key Responsibilities:

Customer Service:

• Handle incoming telephone calls and emails from brokers, introducers, and suppliers, addressing all queries promptly and within agreed service level agreements (SLAs).
  
• Proactively manage cases, providing brokers with regular updates to ensure transparency and efficiency.
  
• Collaborate with suppliers to resolve concerns raised by mortgage brokers, ensuring timely and satisfactory outcomes.
  
• Communicate proactively with all internal teams within Sort Group to enhance overall customer satisfaction.
  
• Engage in self-development and training to enhance skills, aligning with both personal and business objectives.
  

Account Management:

• Partner with your assigned Regional BDM to increase business levels within your region, supporting them with follow-up calls, case queries, and proactive case updates.
  
• Regularly contact introducers in your region to build and maintain strong relationships.
  
• Agree on key performance indicators (KPIs) with your Team Leader and respective BDM, and liaise regularly to ensure these targets are met.
  
• Confidently demonstrate the SortRefer portal to users, ensuring your product and industry knowledge is current, and effectively communicate the benefits of using SortRefer for brokers and clients.
  

Skills and Experience Required:

• Excellent communication and interpersonal skills, with the ability to build and maintain professional relationships.
  
• Strong organisational skills, capable of managing multiple tasks and meeting strict deadlines.
  
• Proficiency in Microsoft Office applications, including Email and Word.
  
• Ability to work both independently and as part of a team, demonstrating initiative and adaptability.
  
• Experience in a customer service or account management role, preferably within the mortgage or property sector.
  
• A proactive approach to problem-solving, with keen attention to detail.
  
• Willingness to engage in continuous learning and development to stay abreast of industry trends and product knowledge.
  

• Up to £25,000, dependent on experience, plus up to 20% performance-related bonus.
  
• Opportunities for career progression within a growing and dynamic company.
  
• A supportive and collaborative work environment.
  
• Comprehensive training to enhance your skills and industry knowledge.
  

If you are a motivated professional with a passion for customer service and account management, and you are eager to contribute to the success of SortRefer, we invite you to apply for this exciting opportunity.