Customer Representative

Leeds Building Society; Leeds; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Annual bonus up to 12%

Hybrid working 60% at home

Matched pension contributions up to 10

26 days holiday + bank holidays + 5 to

Job summary

Leeds Building Society is seeking a Customer Service Representative to support customers through their mortgage application journey. You will handle inbound calls from customers, brokers and solicitors, striving to resolve queries quickly and accurately while coordinating with other teams for the right outcome.

The role emphasises effective communication, resilience and problem solving, with hybrid working 60% at home and a focus on delivering excellent customer experience.

Qualifications

• Excellent written and verbal communication skills.
• Be proactive and deliver exceptional customer experience.
• Demonstrate a strong level of resilience in a fast-paced customer service environment.
• Ability to problem solve and make decisions.

Responsibilities

• Create a positive experience on every call, assisting customers through their mortgage application journey.
• Handle inbound calls from customers, brokers or solicitors acting on behalf of customers.
• Liaise with other teams to provide the right solution and arrange call backs when needed.

Skills

Effective communication

Written communication

Verbal communication

Proactive

Resilience

Problem solving

Computer literacy

Attention to detail

Determination to succeed

Tools

Word

Excel

Job description

How you'll help us live our purpose

We've been helping our members save for their future and buy a home of their own since 1845. By joining us, you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do and one we're proud of. And you can play your part too – as this strategic role will ensure our Customer division is set up for success when making or receiving change which impacts both our customers and colleagues.

How you'll make a difference

In the role of a Customer Service Representative, you'll create a positive experience on every call, assisting customers through their mortgage application journey and enhancing their home buying experience. Calls are predominantly inbound, and you'll deal with brokers or solicitors who are acting on behalf of customers or directly with customers themselves. Taking ownership of the call, you'll aim to resolve customer queries as efficiently and effectively as possible whilst recognising that on occasions you may need to liaise with other teams and arrange a call back to provide the right solution.

What you'll bring to the role:

• The ability to communicate effectively and build positive relationships.
• Excellent written and verbal communication skills
• Be proactive and deliver exceptional customer experience
• Demonstrate a strong level of resilience when working in a fast -paced customer service environment
• Ability to problem solve and make decisions
• Computer literate (able to comfortably use Word and basic Excel)
• Maintain attention to detail whilst working under pressure
• Demonstrate determination to succeed and achieve great results

And in return, you'll get the best from us:

• An annual colleague bonus of up to 12%
• Hybrid working with 60% of your time at home
• Matched pension contributions of up to 10%
• 26 days holiday, plus bank holidays and holiday purchase scheme of up to 5 days each year
• Colleague Mortgage and Saver products
• Cycle to Work scheme
• 2 days' volunteering per year

We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

Why choose Leeds Building Society?

Our business is centred around our people. Our colleagues are at the heart of everything we do and we're extremely proud of our Inclusive Employers Gold accreditation in 2023. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You'll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises the progress we're making to embed our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.

We'd love to hear from you. But don't wait around - we may close the advert early and we'd hate for you to miss out.

Leeds Building Society is devoted to creating a culture and workplace that is representative of the communities we serve. If you'd like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter as we'd like to find out more about the skills and experience that you could bring to the Society. We're committed to supporting you to be at your best and if you'd like to discuss any reasonable adjustments, please reach out to us on [e-mail].

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