Servicing Agent - Customer Services

About the company

Part of the Barclays Group, Kensington Mortgages has been a leader in specialist mortgage solutions for over 25 years. We're proud to help customers secure mortgages when traditional lenders say no that's the Kensington Difference.

We're fully authorised by the Financial Conduct Authority and committed to delivering service with integrity and care.

Your tasks

As a key member of our Customer Service Department, you'll support mortgage customers throughout the servicing journey. You'll listen carefully, understand each enquiry, provide clear and accurate information, and work across our systems to deliver a helpful and efficient resolution.

• Handle customer enquiries about their mortgage account, payments and general servicing needs.

• Manage a high volume of calls and transactions with professionalism, care and attention to detail.

• Investigate and resolve queries, providing clear information and keeping customers updated.

• Prioritise workloads effectively to meet service standards and agreed timescales.

• Maintain accurate customer records and follow internal policies and FCA regulations.

• Take ownership of enquiries and work with colleagues to achieve the right outcome for each customer.

Requirements

• Previous experience in customer service, contact centre or financial services is desirable.

• A genuine commitment to delivering positive customer outcomes.

• Confidence handling a range of enquiries and resolving problems calmly.

• Strong listening, questioning and decision-making skills.

• Excellent verbal and written communication skills, including the ability to explain information clearly.

• Ability to navigate multiple systems accurately while engaging with customers.

What we offer

*Working Hours: Monday to Friday, 09:00 17:30 Salary:** Up to £26,000 25 days holiday excellent benefits

At Kensington Mortgages, our people are at the heart of everything we do. We offer:

• A supportive environment that values professional growth and work-life balance.
• An inclusive culture that celebrates diversity in all its forms.
• Equal opportunities for all, regardless of gender, race, identity, ethnicity, or sexual orientation.

How to apply

Ready to Make a Difference? If you're passionate about helping customers and want to be part of a team that truly values your contribution we'd love to hear from you.

Apply today and become part of the Kensington Mortgages family, making a real impact in our customers' lives.

Other

We're Hiring: Servicing Agent - Customer Service

Important Information

• Start date: Monday, 11th January 2027
• Please avoid booking annual leave during the first 7 weeks to ensure full participation in training.
• All offers are subject to background checks including DBS, credit, and Right to Work.
• To use digital Right to Work checks, you'll need a valid passport. Otherwise, you'll need to visit our Marlow, Buckinghamshire office to present ID.