Customer Engagement Advisor
Key Group
đź“Ť Preston
🕒 Full‑time | Permanent
đź’· ÂŁ28,000 + monthly bonus (up to ÂŁ175)
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: ÂŁ28,000 per annum
Bonus: Monthly bonus of up to ÂŁ175
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
