Credit Management Adviser

Skipton Building Society; United Kingdom; Hybrid; GBP 34,000; Full time

Job summary

A leading building society in the UK seeks a customer service representative to join its Credit Management Team. The role involves handling customer inquiries, assessing affordability, and processing mortgage arrears administration with empathy. Ideal candidates have a strong mortgage background and experience in customer service. This position offers a competitive salary of up to £33,400 per annum and comprehensive benefits including training and development.

Benefits

Annual discretionary bonus scheme

25 days annual leave plus bank holidays

Holiday trading scheme

Matching employer pension contribution

Commitment to training and development

Private medical insurance

3 paid volunteering days

Health and wellbeing benefits, including gym discounts

Qualifications

• Previous experience in providing excellent customer service.
• Ability to work under pressure in a fast-paced environment.
• Effective communication and listening skills.
• General mortgage knowledge and/or experience would be beneficial.

Responsibilities

• Handling both inbound and outbound calls with customers.
• Assessing customer affordability and providing solutions.
• Processing mortgage arrears administration accurately.
• Managing litigation and repossession actions through courts.
• Liaising with Solicitors for further actions.
• Identifying customers with vulnerabilities and supporting them.
• Showing empathy in communication with customers.
• Taking payments and managing direct debits.

Skills

Excellent customer service

Ability to work under pressure

Effective communication skills

General mortgage knowledge

Job description

Hours

35 hours per week, working shifts based on the department opening hours of 8am‑6pm Mon‑Thurs, 8.30‑5.30 Friday and Saturday 9am‑12pm on rotation (once a month). This role requires full time head office working for the training period of up to 6 months, hybrid working can be considered dependent on competence and business requirements.

Salary and Closing Date

£33,400 per annum. The salary for the role is up to £33,400 per annum, dependent on skills and experience. Closing date: Wed, 5 Nov 2025.

Overview

Big things are happening in our Homes Business. As we continue to help more people into homes, we're growing our Credit Management Team to ensure our customers receive the support they need – especially during life's more challenging moments. We're here to help customers navigate financial difficulties and personal changes with empathy and expertise, to find the right solution for them and the Society. If you have a strong mortgage background, are customer obsessed and a passion for helping people, we'd love to hear from you. You’ll receive thorough training and join a team of specialists who are committed to your development and to making a real difference for our customers and the Society.

Who Are We?

Not just another building society. Not just another job. We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members. Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do. Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.

Benefits

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days
• Matching employer pension contribution (up to 10% per annum)
• A commitment to training and development
• Private medical insurance for all our colleagues
• 3 paid volunteering days per annum
• Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
• We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership

What Will You Be Doing?

• Handling both inbound and outbound calls with a wide range of customers who may be struggling to pay
• Take individual customers circumstances into consideration, to assess their affordability and provide solutions where appropriate
• Delivering accurate and timely processing of mortgage arrears administration
• Manage the delivery of the Litigation and Repossession action through the courts to ensure any actions are appropriate
• Liaising with Solicitors when further action needs to be taken
• Identifying customers with vulnerabilities and how we can support them
• Show empathy in communication with customers situations whilst obtaining the right outcome for both them and the Society
• Taking payments and direct debit administration

What Do We Need From You?

• Previous experience in providing excellent customer service
• Ability to work under pressure in a fast‑paced environment
• Effective communication and listening skills
• General mortgage knowledge and/or experience would be beneficial