First Line Support Agent

Twenty7tec transforms financial advice through technology. We partner with businesses of all sizes that share our ambition to simplify, streamline and digitise financial services in the mortgage and wealth markets. All our partners are different, so our technology can be customised to meet both the needs of the business and the needs of the client. As such, we need talented people to join our growing team and are excited we have new opportunities to do so.

We are now recruiting for a First Line Support Agent to join our friendly team.

In this role, you will ensure that Twenty7Tec's clients receive support on all aspects of the Company's systems as required under the agreed Service Level Agreements, communicating professionally with both internal and external partners and customers.

About Us

The power and benefits of great financial advice are unquestionable. Twenty7tec, through our Velocity platform, is committed to designing and building exceptional technology that supports mortgage, protection, and wealth advisers in delivering exceptional client outcomes. Our technology is used by advisers, lenders, product providers, and financial institutions to underpin the effective delivery of financial advice to millions of consumers in the UK. On a daily basis, over 16,000 mortgage, protection and wealth advisers utilise our Velocity platform.

Twenty7tec is a diverse employer, and we understand that everyone is unique. If you require additional information or reasonable adjustments to help you with your application or interview, we would be very happy to assist. If your application is successful and you are invited to an interview, we will provide you with an information sheet giving insight into our interview process, so you know what to expect.

Recruitment Process

Applications for this role may require a short online assessment to establish competency in certain skill areas. If your application is successful, you will be invited to a short telephone screening call with a member of our HR team. This is an informal conversation to find out a little more about you and your expectations ahead of potentially moving on to a formal interview. If you are invited to an interview, this may be carried out at our Bournemouth office, or online via a video call depending on your location. Interviews are conducted with the line manager for this role. A second interview may be required depending on the specific job role and may be attended by a member of senior management where required. Don’t worry though, we’re all very friendly!

Job Requirements

About You

You will have:

• GCSE in English and Maths at Grade C (or equivalent)
• Proven Customer Support or Helpdesk experience
• Experience in investigating issues
• Experience working in a team
• Excellent written and verbal communication skills
• High attention to detail
• Excellent Customer Support manners
• An understanding of IT applications
• Adaptability to work with different systems and processes

Job Responsibilities

You Will:

• Operate as a first point of contact in answering all incoming calls, emails and any other means of contact, providing appropriate solutions and responses, with further escalations, where necessary.● Ensure enquiries are acknowledged and resolved within agreed SLA's and within company standards.
• Answer internal and external partners' and customers' questions and enquiries, referring to the appropriate areas of the business for those outside of the employee's responsibility, knowledge or skills.
• Conduct in-depth and complex investigations and analysis, including translating XML data and other formats of information through standalone and all other integration types to resolve customers' enquiries.
• Navigate through all aspects of Cloud27 with competence, with full understanding of the implications of data field entries.
• Understand and be fully competent in all aspects of “Secured Lending”, including criteria and product detail for First and Second charge, bridging, equity release and all other specialist lending.
• Report any inaccuracies or issues in data, processes, and systems to the appropriate teams/management for their resolution following the relevant procedures.
• Report all feedback and suggestions about the system by logging these accurately as instructed by the Product Management team.
• Maintain and updates the relevant systems to record all activity and resolutions in line with procedures.
• Meet the appropriate quality and productivity expectations as published.
• Ensure the customers' experience is always positive by building sustainable relationships of trust through open and interactive communication.
• Use clear and concise communication in all correspondence and over the phone with both our internal and external partners.

The above is not an exhaustive list of duties and you will be expected to perform additional or other duties as necessary to meet the needs of the business.

Job Benefits

You'll be joining a company that looks after its people. Twenty7tec is currently ranked as a "Best Technology Company" to work for and holds a Best Companies "Outstanding Company to work for" official accreditation

• Flexible working location (Hybrid)
• Increase on length of service up to a maximum of 28 days holiday plus bank holidays
• Enhanced Maternity and Paternity Leave
• Pension scheme
• Death in Service insurance
• Financial coaching and salary advance platform
• Cycle to work scheme
• Learning and development opportunities, including a Udemy for Business Licence
• Wellbeing programme, including access to Mental Health First Aiders
• Health care plan (dependent on length of service)
• Dog-friendly office
• In-person and remote social events throughout the year
• Salary £24,000 GBP