Job Title: Customer Service Adviser/Administrator (Mortgage Services, 2 Roles Available)
Brand: Haysto – The UK’s No.1 Specialist Mortgage Broker.
Rewards: Basic Salary £25,774.00 plus bonus, OTE £31K.
Location: Office Based Full Time in Norwich.
Start Date: July/August 2026 with Interviews happening now.
Who are Haysto.
Haysto are the UK’s leading complex mortgage brokerage and after an exceptional 2025, we’re on track to double in size again in 2026 — powered by our exclusive partnership with Experian and driven by huge demand for our services.
To keep pace with demand (without compromising quality), we’re hiring an additional 2 Customer Service Advisers/Administrators that are know internally as Pre-Application Manager’s (PAM), and Case Managers (CM) a role that sits at the heart of our sales funnel and customer journey.
The Opportunity:
As a Pre-Application Manager, you’ll be responsible for guiding customers from mortgage recommendation to submission.
You’ll be responsible for contacting customers promptly, collecting the full suite of lender documents, reviewing them in detail, and packaging cases to a high standard, before submitting cases to our lenders.
It’s a role for someone who thrives on pace, accuracy, structure, and enjoys customer communication.
What You’ll Be Doing (Day-to-Day)
Your core responsibilities include:
- Receiving a high volume of customer experience task’s daily, confirming a welcome call is required, and completing it within the 4-hour Service Level Agreement.
- Contacting customers by telephone promptly and requesting the full suite of Day 1 documents
- Collecting documents live on the call where possible, and timeboxing follow-up calls where needed
- Managing your diary efficiently and maintaining consistent customer contact until documents are complete
- Reviewing documents carefully and approving or rejecting, while guiding the customer clearly and professionally
- Once fully packaged you will submit the mortgage application to a lender.
Why This Role Matters
This role is a key part of our sales funnel.
Your attention to detail, accuracy, and communication directly impacts:
- Customer experience
- Speed to offer
- Complaint volumes
- Team efficiency
- Adviser productivity
Done well, you make the whole machine run smoother.
Done poorly… the machine starts smoking.
What It’s Like to Work at Haysto:
At Haysto, our values aren’t posters on a wall or lines in a handbook.
They shape how we think, how we act, and how we win — together.
Everyone here is expected to live these values day-to-day, whether you’re advising customers, supporting operations, or building the platform behind the scenes.
We Are Customer Obsessed:
Customers sit at the centre of every decision we make. We listen hard, act in their best interests, and measure success by real outcomes — not vanity metrics. When our customers win, we win.
We Own the Outcome:
We take responsibility for results, decisions and delivery. No excuses, no finger-pointing. We do what we say we’ll do, follow through, and fix what’s broken — fast.
We Move Fast & Execute:
Speed is one of our biggest competitive advantages. We act with urgency, stay hungry, and never settle for “good enough.” We keep moving when others slow down or stop.
We Choose Optimism:
We focus on what matters and control what we can. We build together and win together — across teams, brands and partners. Trust, collaboration and a positive mindset fuel our growth.
Why Haysto:
Haysto is different.
- UK’s No.1 specialist mortgage broker.
- Winner of the 2025 Treating Customers Fairly Award.
- 4.9/5 Trustpilot rating.
- Market-leading reputation in complex lending.
- Remote-first, tech-led, and scaling fast.
Working at Haysto means being part of a high-performance, high-trust environment where expertise is respected, ideas are welcomed, and momentum matters.
Ready to Join One of the UK’s Fastest-Scaling Specialist Brokerages?
If you want a role where:
- Pace matters.
- Quality matters.
- Customer experience is non-negotiable.
- Your attention to detail makes a real difference.
Then we’d love to hear from you, Click Apply Now, or contact Darren Robins, Haysto’s Head of Talent, on 01603-249267.
Pay: £25,774.00-£31,000.00 per year
Work Location: In person
