Company: Custom Mortgages & Finance
Location: Office
Hours: Part-time 25 hours per week, flexible across the week to suit childcare or other commitments
About the Company
Custom Mortgages & Finance is an independent UK mortgage or financial services business providing a high-touch, professional service to its clients. The business is growing steadily and places strong emphasis on calm communication, organisation, and long-term client relationships.
Client experience is taken seriously. How clients feel throughout the advice and application process matters just as much as efficiency, accuracy, and outcomes. Clear communication, follow-through, and trust sit at the heart of how the business operates day to day.
This is not a corporate environment. This is a trusted, part-time role suited to someone who values autonomy, flexibility, and being trusted to do their job properly without micromanagement.
The Role
This is a senior support role, not an entry-level admin position. You will sit at the heart of the business, acting as the connective glue between advisers, clients, lenders, solicitors, insurers, and professional partners.
You will manage client journeys from onboarding through to completion, ensuring communication is clear, documentation is handled efficiently, and all parties feel informed and supported.
This role suits someone who enjoys being the steady, trusted presence in a business — the person who knows what’s happening, keeps people informed, and quietly ensures nothing slips through the cracks. You’ll be relied upon, respected, and given the space to do your work properly.
Key Responsibilities
Your focus will be on people first, process second — ensuring clients feel supported and confident, while the admin, systems, and compliance are handled thoroughly in the background.
- Managing mortgage and protection cases from initial enquiry through to completion
- Handling inboxes and professional client correspondence
- Booking and coordinating appointments and adviser diaries
- Chasing, organising, and reviewing client documentation
- Updating CRM systems, trackers, and pipeline reports accurately
- Liaising with lenders, solicitors, insurers, and introducers
- Supporting compliance checks and file preparation
- Ensuring records are accurate, complete, and audit-ready
- Spotting inefficiencies and suggesting improvements to workflows and client journeys
What We’re Looking For
This role is best suited to someone with previous experience as a Personal Assistant, Mortgage Administrator, Case Manager, or Operations Assistant within mortgage or financial services.
- Strong understanding of mortgage or financial services processes
- Comfortable using CRMs, lender portals, and document management systems
- Values calm, clear communication and consistent follow-through
- Takes pride in being dependable and doing things properly
- Naturally builds trust with clients and professional partners
- Highly organised, proactive, and detail-focused
- Confident chasing clients, lenders, and solicitors professionally
- Strong compliance mindset
- Comfortable working independently without close supervision
Who This Role Is Perfect For
This role is ideal for someone who genuinely enjoys supporting others, building trusted relationships, and being the calm, reliable presence behind the scenes. You value quality over chaos, consistency over speed, and take pride in keeping things running smoothly without needing the spotlight.
You enjoy working closely with people, feel satisfied when others feel supported and reassured, and prefer a role where your contribution is deeply valued rather than constantly measured or pressured.
What Success Looks
Like Success in this role isn’t about speed or volume — it’s about consistency, trust, and quality.
- Clients feel informed, supported, and reassured at every stage
- Cases progress smoothly with minimal bottlenecks or fire-fighting
- Files are accurate, compliant, and well organised
- Strong working relationships are built with lenders and solicitors
- Advisers have space to focus on advice, relationships, and growth
Benefits
Flexible, part-time working hours Ability to spread hours across the week to suit childcare or family commitments. Opportunity to grow into a senior operations or case management role Supportive, non-corporate working environment focused on trust and quality
Pay: £18,200.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
Work Location: In person
