Aftersales Consultant

We are seeking an Aftersales Consultant to provide an excellent service in staircasing progression and completions, ensuring a highly professional experience for all stakeholders. This role requires someone who can manage staircasing activities effectively, meeting targets and deadlines, and providing expert advice to both internal and external customers. Day-to-day of the role:

• Progress all staircasing activities through to completions within the agreed timescales and in line with targets.
• Handle customer inquiries professionally via telephone, email, and post, displaying thorough product knowledge.
• Read and interpret leases, providing effective advice on staircasing activities to customers and stakeholders.
• Maintain accurate records using appropriate database and case management systems.
• Collate audit-compliant application packs, carry out relevant checks on shared owners, and follow anti-money laundering procedures.
• Manage staircasing caseloads effectively, aiming to achieve or exceed targets.
• Support customers during the staircasing process by providing advice on procedures and keeping them updated on case progress.
• Prepare weekly reports on staircasing activities, ensuring performance standards are met.
• Ensure compliance with GDPR and best practices in data handling.
  
  Must have previous staircasing experience.
• Practical knowledge of shared ownership products and money laundering regulations.
• Ability to interpret shared ownership leases and a broad knowledge of the staircasing process.
• Strong attention to detail and excellent stakeholder management skills.
• Ability to work independently and meet tight deadlines.
• Proficient in a broad range of IT systems.
• Understanding of FCA & AML regulations and the mortgage market.
• Demonstrable experience in innovating service delivery and a strong commitment to equal opportunities.