Referrals Specialist

Working in our fast paced, successful Sales Operations team in our London, Cardiff, or Manchester offices there has never been a better time to join Pepper Money, a specialist mortgage lender backed by a global financial institution offering first and second charge loans.

We really do believe that it’s our people who are our main competitive advantage – the ‘thing’ that sets us apart from our competitors.

Our passion is to ‘Help People Succeed’. This is at the heart of everything we do and includes our valued customers, intermediary brokers and partners as well as all of our fantastic colleagues.

About the Role:

We’re looking for a proactive and customer-focused Referral Specialist to join our dynamic Sales Operations team. This role is central to ensuring efficient broker journeys and delivering a first-class service to our internal teams and distribution partners.

You’ll be responsible for handling high call and webchat volumes. Queries will be related to lending policy, criteria, systems, and processes and our approved risk appetite. Another key challenge is reviewing DIPs that have been referred, with a view to over riding to accept. This role is ideal for anyone with a friendly professional manner who enjoys assisting people and want to develop their risk-based decision-making and rationale building. Full training programme includes classroom and side by side live working.

Experience in a mortgage industry beneficial, but not essential.

Key Responsibilities:

• Provide exceptional service to brokers, packagers, and internal colleagues
• Review and resolve DIP refers, ensuring quality and turnaround targets are met
• Act as a key contact for queries on lending criteria and declined decisions that may be reworked
• Maintain accurate system updates in line with regulatory standards
• Build strong relationships with brokers and internal teams to achieve the best outcomes
• Ensure compliance with internal and external policies and procedures

What We’re Looking For:

• Strong customer service background.
• Excellent communication skills, both verbal and written.
• Experience of managing SLAs and customer journeys
• CEMAP qualification desirable.
• Willingness to progress and develop the ability to apply lending policy creatively and effectively

Some of the benefits we provide are:

• Competitive salaries and bonus schemes
• Hybrid home and office working with flexible working arrangements
• Opportunities to develop your career within the wider firm
• 25 days’ holiday & bank holidays plus birthday off
• Single Private Medical Insurance cover with BUPA
• Personal pension scheme with generous matched company contributions

In return for your commitment, you’ll have the chance to develop your career in a dynamic environment, working alongside top talent and an exceptional leadership team. If you want to be involved in our exciting expansion plans and have the chance to really shape and influence the way the business grows, then we’d love to hear from you.

We also want our people to feel a sense of belonging at Pepper Money. We are committed to meeting our Diversity, Equality and Inclusion charter, further information can be found on the Careers section on our website.