Customer Support Executive

Company Description

Shawbrook provides finance to a wide range of customer segments that value the premium experience, flexibility and certainly we deliver.  We are a purpose-led organisation, with a focus on delivering long-term sustainable value for all our stakeholders.

We have a diversified offering, with our innovative lending propositions tailored to meet specific customer needs in carefully selected markets across SME, Real Estate and Personal. Our products range from complex structured credit facilities for growth-focused businesses to mortgages for professional landlords and property investors, as well as simple loans for consumers delivered digitally.  We fuel our lending through customer deposits, which we attract by delivering a premium experience, choice and consistently great value to smart savers.

The business model we have created is unique and difficult to replicate, with our ‘best of both’ approach combining deep human expertise with advanced digital, tech and data capabilities.  This combination not only allows us to deliver excellent customer experiences, but to do so efficiently and at scale.  We are proud of our innovative and agile culture, which drives consistently high employee engagement scores and makes Shawbrook an attractive destination for the best talent. If you’re willing to roll up your sleeves, contribute new ideas and believe anything is possible, you’re our kind of person.

Work with us because you:

• Want to be part of a bank built for the dynamics of the modern world
• Relish a challenge and enjoy a fast-paced, innovative and hardworking culture
• Enjoy finding new and better ways to solve complexity and make things happen
• Want to belong to a diverse culture that stands shoulder to shoulder with minority and underrepresented groups
• Care about society and the environment and want to be part of a business that cares too
• Want to continue to grow professionally and be the best version of yourself

Job Description

Responsible for the effective and efficient processing of customer deals in accordance with established procedures and quality standards. Accountable for ensuring that all customer queries and administrative tasks, both simple and complex, are completed accurately and within agreed service level agreements. Continuously review and refine processes to drive improvements that enhance the overall customer journey.

Key Responsibilities

• Receive and review finance documentation to ensure accuracy, completeness, and readiness for processing in line with operational requirements.
• Resolve documentation issues promptly and confirm that all approval and underwriting conditions are satisfied prior to release.
• Accurately input and verify agreement details within internal systems, completing required quality checks and activation procedures in a timely manner.
• Manage in-life customer, partner, and internal queries via telephone and email, ensuring efficient and professional resolution.
• Prepare and issue accurate settlement quotations and supporting correspondence.
• Process contract amendments and restructures in accordance with business policies and procedures.
• Place customer focus at the centre of all activities, embedding fair treatment and consumer protection principles into daily operations.
• Demonstrate proactive risk ownership by identifying, escalating, and managing potential risks in line with organisational standards.
• Contribute to continuous improvement by identifying process enhancements and supporting the implementation of positive change.
• Maintain compliance with all regulatory, policy, and procedural requirements, including adherence to internal controls.
• Provide support to other business areas or teams as required to achieve departmental objectives.

Qualifications

Skills & Experience

• Proficient in using computer applications, including Microsoft Office (Excel, Word).
• Strong customer service focus and client-oriented approach.
• Effective decision-making and problem-solving skills.
• Flexible and adaptable to changing priorities and demands.
• Able to use initiative and work independently.
• Excellent written and verbal communication skills.
• Strong planning, organisational, and time-management abilities.
• Positive, proactive, and enthusiastic attitude.
• High professional standards, presenting work in a polished and accurate manner.
• Willingness to work extended hours when required.

Key attributes

• Ability to work in a changing environment requiring adaptability and flexibility.
• Ability to build effective relationships with colleagues and stakeholders.
• High levels of drive, energy, and personal commitment to success.
• Constantly challenge processes and look to improve.  
• Attention to detail and accuracy essential.

Additional Information

Your Wellbeing - We take your health and well-being very seriously by providing a range of benefits to give you and your family peace of mind. These include:

• Market leading family friendly policies such as access to our Maternity, Adoption and Paternity policies from Day 1 of your employment
• Free access to Headspace, a mindfulness & meditation digital health app
• Free access to Peppy digital health app that offers personalised support through fertility treatment becoming a parent or menopause
• EAP (Employee Assistance Programme) - Offering you support on a wide range of subjects including financial concerns, mental wellbeing and more general queries around family, work, housing, and health
• Cycle to work scheme
• Discounts on gym membership
• Contributory pension scheme & death in service

Your Lifestyle - It’s important you strike the right balance between your work and personal life. We provide benefits to support you when at work and when you’re enjoying your leisure time.

• Minimum of 27 days holiday per year
• Option to buy or sell holiday days through our flexi-holiday scheme
• Discounts on gym membership nationwide
• Access to discounts on a range of high street and online brands
• Community support and charitable giving

Your Contribution - We’re focused on rewarding those that go the extra mile in helping us achieve our goals.

• Participation in our annual discretionary bonus scheme designed to reward your contribution to our success
• Proudly Shawbrook recognition scheme focused on recognising our role models and thanking our colleagues for a job well done