Customer Adviser - Mortgage Arrears

Skipton Building Society; United Kingdom; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading building society in the UK is seeking a Credit Management team member to support customers in financial difficulty. You will handle calls, assess circumstances, and provide suitable solutions. The role offers in-depth training and the opportunity for hybrid working after the initial training period. Ideal candidates will have a strong customer service background and effective communication skills.

Benefits

Annual discretionary bonus scheme

25 days annual leave plus bank holidays

Matching employer pension contributions (up to 10%)

Private medical insurance

Training and development opportunities

Health and wellbeing initiatives

Qualifications

• Previous experience in excellent customer service is required.
• Ability to work under pressure in a fast-paced environment.
• Effective communication and listening skills are essential.

Responsibilities

• Handling inbound and outbound calls with customers facing payment difficulties.
• Assessing customer circumstances and providing appropriate solutions.
• Processing mortgage arrears administration accurately and promptly.
• Managing litigation and repossession actions through courts.
• Collaborating with solicitors for further action.
• Supporting vulnerable customers appropriately.
• Communicating with empathy to achieve the best outcomes.
• Taking payments and managing direct debit administration.

Skills

Customer service

Effective communication

Ability to work under pressure

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 during the training period of up to 6 months; hybrid working can be considered depending on competence and business needs.

Salary: £30,000 Per Annum

Closing Date: Wed, 20 Aug 2025

We’re hiring for our Credit Management team within the Homes Business at Skipton Building Society.

The role is to support customers in financial difficulty, helping them find suitable solutions. We offer in-depth training and support to help you thrive and develop into the role.

While based at our Head Office in Skipton, hybrid working is available once fully competent, with a minimum of 2 days in the head office. Training will last approximately 3 months at the head office.

No prior experience is necessary—just enthusiasm and motivation to do the right thing. If you’re up for a challenge, love finding solutions, and helping people, we want to hear from you!

Upon joining, you will receive comprehensive training and be supported by experts committed to your development and the society’s success.

Who Are We?

We are not just another building society or a typical job. As the fourth largest UK building society, we are a mutual organization owned by our members. Our colleagues say Skipton is a great place to work, and you could be part of it, bringing new ideas to keep customers at the heart of what we do.

Whatever your background or goals, we will help you take the next step toward a better future.

What’s In It For You?

We support flexible and hybrid working, with a newly refurbished, vibrant head office. Benefits include:

• Annual discretionary bonus scheme
• 25 days of annual leave + bank holidays + increases with service to a maximum of 30 days
• Holiday trading scheme
• Matching employer pension contributions (up to 10%)
• Training and development opportunities
• Private medical insurance
• 3 paid volunteering days per year
• Diverse colleague networks including Carers and Pride Alliance
• Health and wellbeing initiatives, including cycle to work and gym discounts

What Will You Be Doing?

• Handling inbound and outbound calls with customers facing payment difficulties
• Assessing customer circumstances and providing appropriate solutions
• Processing mortgage arrears administration accurately and promptly
• Managing litigation and repossession actions through courts
• Collaborating with solicitors for further action
• Supporting vulnerable customers appropriately
• Communicating with empathy to achieve the best outcomes
• Taking payments and managing direct debit administration

What Do We Need From You?

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