Customer Support Team Members

We’re looking for a number of roles within our Customer Success team!

Habito is making it easier than ever to get a mortgage, with cutting-edge technology and a straightforward service that puts customers in control.

You’ll be part of a diverse team with years of mortgage experience amongst them. It’s a fast-paced and ever-changing environment - if something’s not working well, we’re not afraid to change it. We’re each a proud part of our longstanding 4.9* Trustpilot rating with over 10,000 reviews.

The roles we're hiring for are:

Customer Champion - integral part of our customers’ mortgage journey. You’ll help assemble mortgage applications on behalf of our customers, making sure the information we give to lenders is accurate. This work makes all the difference to customers, because it directly affects how long it takes to get their mortgage offer.

The role includes:

• sense checking and then transfer customer data from our own internal systems into the mortgage lender portals. That means you’ll put together the actual mortgage application for customers.
• navigating loads of different lender portals. We work with 90+ lenders – each has a different portal, and each asks for information in different ways. We’ll make sure you get plenty of support with this until you get used to it.
• managing your own pipeline of applications and work towards your monthly targets. You’ll have to work with care but quickly, too.
• woring with the rest of our operations team to hand over customer cases without a hitch.
• calling or chatting online with customers if you need to get more information from them, or clarify something. (This likely won’t happen every day)

Customer Experience - working as part of the Mortgage Operations team the Customer Experience role is an important function to support our customers and several areas across mortgage operations.

The role includes:

• understanding our product and service inside out and making sure you are always up-to-date with the latest changes on the platform
• spotting trends in customer feedback and helping the team anticipate and solve issues proactively
• being the users’ friendly and reassuring guide around the website, troubleshooting issues and providing information and guidance where necessary
• using live chat, email and Slack to communicate with our users and team on evenings and weekends
• escalating issues as appropriate to your line manager
• a key player on the front line of our brand, you will maintain a consistent brand voice across all interactions

Customer Success Expert - you'll be at the heart of everything we do: managing ongoing pipelines of applications efficiently and effectively, working closely with Operations colleagues and the wider team to deliver the best results for the customer and empathising with purpose to always put the customer first.

The role includes:

• providing our customers a 5* experience
• working as part of the team to proactively, efficiently and effectively manage customers’ applications from submission through to completion.
• managing updates from lenders, conveyancers, and surveyors, and filter this back to customers with comprehensive, jargon-free updates.
• working alongside our team of Mortgage Experts to ensure the best outcome for our customers.
• deftly navigating the myriad ways different providers process applications

More about you:

• High attention to detail
• Resourceful
• You are organised and systematic in your work
• Keen on using technology and working in an online environment
• Happy to work as part of a team and independently
• Empathetic
• You’re proud of your excellent communication skills, command of English and grammar, and your typing speed
• Want to achieve the best for your customers

The benefits

• Competitive salary
• Discretionary bonus (company performance dependent)
• Remote-first working
• Flexible holiday - 25 days holiday and more if you need it! (this is team dependent)
• Enhanced maternity & paternity leave - for when you plan to start a family
• Life assurance - 4 x your annual salary
• Career progression - we help you build your career
• Contributory pension scheme - We have an ethical pension fund, but you can decide where you put your money
• International remote working for up to 20 days a year
• Volunteering - 2 days paid volunteering each year for charity of your choice
• Sick pay - up to 5 days sick covered each year
• Casual dress
• GAYE - Give As You Earn - donate to a charity of your choice via payroll.

More about Habito

Obtaining a mortgage shouldn’t be stressful. That’s why we built Habito.

We use breakthrough technology and top tier experts to deliver the most personalised, fast and convenient way to get a mortgage today. All for free.

We don’t stop at mortgages, either. Together we’re building whole new ways of buying and owning your home. At Habito, you’ll be a vital part of that future.

We want to hear from everyone

The creative brilliance and ingenuity at Habito wouldn’t be possible without a diverse team bringing different perspectives, experience and skills together.

If you feel you can do the job, we’d like to hear from you, no matter what your background or qualifications.

We want to foster a culture where everybody feels included, heard, and equal – regardless of age, disability, gender, marital or parental status, race, religion or belief, sex or sexual orientation.