Customer Service Adviser - Homes

Skipton Building Society; United Kingdom; Hybrid; GBP 23,000; Full time

Job description

Hours: 35 hours per week - shift patterns supporting department operating times with occasional Saturday morning shifts on a rota basis. This role requires a set start date. Any successful candidates would be due to join on Tuesday 22nd April 2025, complete 3 weeks of training with limited holiday or appointment clashes. Hybrid and flexible working considered after completion of training, dependent on role performance and business needs. Interviews will be held W/C 10th and 17th March 2025.

Salary: £23,000 Per Annum

Closing Date: Fri, 21 Mar 2025

Are you looking to work in an award-winning contact centre that puts its people first supporting them with their ongoing growth and professional development? The Homes Customer Contact team can be the start of your career within Mortgages. We’ve been ranked as one of the best big companies to work for, and provide opportunities for progression with many of our leaders, trainers, SMEs, and Mortgage Advisers starting their journeys here!

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.

Within our Homes Business you’ll find departments such as Operations, Products and Proposition, Mortgage Lending, Homes Finance Advice, Business Development, and Homes – Customer Contact. Upon completion of training, you’ll be joining one of our Customer Contact Teams, with an experienced Team Leader, seniors, and other new starters alike. You’ll work with teams from across Homes Finance and beyond, such as Credit Management, Direct Lending, Underwriting, Customer Communications, Customer Resolution, Mortgage Servicing, and Quality Assurance.

What’s In It For You?

Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space. We have a range of other benefits available to you including:

1. Annual discretionary bonus scheme
2. 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
3. Holiday trading scheme allowing the ability to buy and sell additional annual leave days
4. Matching employer pension contribution (up to 10% per annum)
5. Colleague mortgage (conditions apply)
6. Salary sacrifice scheme for hybrid & electric car
7. A commitment to training and development
8. Private medical insurance for all our colleagues
9. 3 paid volunteering days per annum
10. Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
11. 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

Training and Onboarding

We’re committed to ensuring you’ve the right tools to service our customers, that’s why you’ll go through 3 weeks of initial training with one of our expert Trainers, and a further 4-week transition period with the guidance of one of our Support Specialists. You’ll learn all about Skipton, our Mortgage products, services, and processes. You’ll participate in online learning, call listening, and shadowing, alongside meeting colleagues from key teams across the Society.

What Will You Be Doing?

As a Customer Service Adviser within our Homes business, you’ll be on the front line in a fast-paced mortgage environment having meaningful conversations with brokers or directly with our customers about their mortgage accounts. Main aspects of the role will involve handling inbound calls, working closely with various departments ensuring we fulfil our customers’ needs, servicing mortgage payments, confirming relevant information, and offering a high level of customer service.

Key role aspects include:

1. Learning, retaining, and relaying our internal relevant mortgage information and processes
2. Answering queries from customers, completing basic transactions and amendments to customers' mortgage products
3. Having positive conversations with our customers about varying financial products
4. Identifying additional products and services we may be able to offer, such as financial planning for the future and Home Insurance, where applicable to the customer
5. Being the first point of contact to help support our customers with their complaints through investigation and potential offers of resolution
6. Identifying and supporting our customers with their vulnerabilities
7. Consistently offering a high level of customer service to our new and existing Homes customers

Your conversations will be measured on service level agreements, customer experience, outcome, and potential customer financial opportunities, whilst delivering an excellent customer experience.

What Do We Need From You?

Our colleagues come from all walks of life and so do our customers. You’ll need to be adaptable, curious, and empathetic, be able to think on your feet and build great rapport. We're looking for people with:

1. Customer service experience
2. Strong communication skills
3. Ability to build and maintain relationships with internal and external stakeholders such as Brokers
4. A drive to provide positive journeys and deliver the right outcome first time
5. Enthusiasm to develop in role capabilities and new skills
6. Ability to follow processes and procedures, designed in line with regulation and customer experience

Right to Work

In accordance with Home Office guidance, successful candidates will be required to evidence their right to work in the UK before commencement of employment. We have assessed this role and unfortunately, it does not meet the Home Office criteria that would allow the Company to sponsor a successful candidate under the Skilled Worker route. Therefore the successful candidate must be able to demonstrate the right to work prior to interview without sponsorship by the Company.