Customer Service Advisor / Administrator

Who We Are:

Picnic is the mainstream brand for Haysto, one of the UK’s leading complex mortgage brokerages 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 four Customer Service Advisors/Administrators that are know internally as Pre-Application Manager’s (PAM), and Mortgage Case Managers (CM): critical role's that sit 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.

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 time-boxing 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

• Advisor productivity

Done well, you make the whole machine run smoother.

Done poorly… the machine starts smoking.

Picnic Values

Working at Picnic is dynamic and demanding, powered by a set of values that guide how we think, act, and win together.

1. We are customer-obsessed: We put customers at the centre of everything we do, because when they win, we win.

2. We own the outcome: Take responsibility for results, not excuses. We do what we say we’ll do, follow through, and fix what’s broken.

3. We move fast & execute: Speed is one of our biggest competitive advantages. Hunger Enough is never enough. We don’t settle for the status quo and keep going when others quit. Positive Mindset.

4. We choose optimism: We focus on what matters, control what we can. Build Together, Win Together. We win as a team — across roles, brands, and partners. Collaboration and trust fuel our growth.

Employee Benefits:

• 36 days holiday, including a day off for your Birthday.

• Company Pension Scheme.

• Company Equity Scheme via Vestd - you own a piece of Haysto!

• Access to Counselling via SPILL Mental Health Platform.

• Fully remote working (with optional office access).

• Casual dress when in the office.

• Regular company events & referral bonuses.

Career Development

Your career ambitions are as important to us as they are to you. We’ve built a dedicated training and development programme to help all our team members realise their full potential. Many of our existing management team initially joined us as individual contributors, before their talent was recognised and rewarded with a chance to progress.

So, there is a great future and vast opportunity to shine for the right candidates beyond their existing role.