Customer Engagement Agent

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.