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Customer Engagement Agent

Job Posted: a day ago

Salary: £ 28,000 - 28,000 / Annum
Job Type: Permanent
Location: Preston, Lancashire

Expire in: a month

Job Description

Customer Engagement Advisor

Key Group
 📍 Preston
 🕒 Full‑time | Permanent
 💷 £28,000 + monthly bonus (up to £175)

About Key Group

Key Group is one of the UK's most forward‑thinking financial services businesses, helping people unlock a better retirement since 1998. We're specialists in later life lending and market leaders in equity release.

Our group includes:

Key - our advisory business

More2Life - our lending arm

Air - adviser software services

Together, we support thousands of customers across the UK at an important stage in their financial journey.

The Role

The Customer Engagement Team (CET) is the starting point of the equity release journey. As a Customer Engagement Advisor, you'll be the first voice customers speak to, responding to online and telephone enquiries and helping them take the next step.

This is a customer‑focused, advisory role where quality conversations matter. You'll speak with customers over the phone, understand their needs, explain the services available, and book appointments with Independent Financial Advisers where appropriate.

What you'll get:

23 days holiday plus bank holidays (rising to 28 days with length of service)
Holiday purchase scheme
1 Charity Day and 1 Wellbeing Day per year
Pension scheme of 5% employee and 8% employer contribution
Simply Health cash‑back plan
Life assurance
Hybrid working of 1 day per week working from home
Access to wellbeing support and employee discounts 

What You'll Be Doing

Engaging positively with customers through inbound and outbound calls
Responding to website and telephone enquiries
Understanding customer needs and qualifying opportunities
Explaining services clearly and confidently
Booking appointments with Independent Financial Advisers
Handling more complex customer questions with care and professionalism
Working in line with compliance and call quality standards
Working towards targets, with opportunity to earn monthly bonus 

What We're Looking For

Excellent customer communication skills, particularly over the telephone
Experience in financial services, contact centres, or other regulated environments
Confidence handling more complex or sensitive queries
Ability to work towards targets while maintaining high quality standards
A positive, proactive and customer‑first approach
Experience of exceeding targets or strong performance in previous roles is an advantage. 

Working Pattern & Rewards

Hours: Monday to Friday, 9:00am-5:30pm. One late shift per week: 11:30am-8:00pm

Hybrid working: 1 day per week working from home

Salary: £28,000 per annum

Bonus: Monthly bonus of up to £175

Our Values

We're a values‑led organisation and look for people who demonstrate ASPIRE:
 Ambitious | Supportive | Personal | Integrity | Responsive | Expert

Interested?

If you enjoy speaking with customers, building rapport, and helping people take their first step in a regulated financial journey, we'd love to hear from you.

Apply now to find out more

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

Looking for your next career move? Join a top company hiring Customer Engagement Agent job near me in Preston, Lancashire! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!