Platform significantly expands service operation

Platform significantly expands service operation

Platform has added 14 new roles to its service team as it looks to match demand for mortgage products with increased support for its broker partners.

It means service teams have grown by 47%, going from 30 to 44 roles in the last year.

A recently launched marketing and advertising campaign for Platform features a number of its broker partners and was co-created with them to provide an authentic view of why they recommend Platform to their customers.

In addition, a number of new initiatives have been rolled out to improve customer service experience, including ensuring a designated business development manager (BDM) is available either externally or over the phone to brokers.

Neil Wyatt, head of intermediary distribution at the Co-operative Bank, Platform’s parent, said: “Platform has really hit the ground running in 2018 with competitive rates, refreshed branding and a new marketing campaign. As a broker customer-led intermediary mortgage brand we want to ensure that our brokers get the best level of service from us and investing in our team has been a focus for us to ensure all brokers are getting the right support from Platform.

“We want to be the go-to lender for brokers this year and we plan to increase our broker customer base throughout 2018 with increased levels of telephony and field based activity whilst maintaining the high levels of customer satisfaction our existing intermediary firms are receiving.”