Customer Service Advisor - Mortgages

Confidential; Cambridge; Hybrid; GBP 26,000 - 27,000; Full time

Benefits offered by this job

33 days holiday incl. bank holidays

Buy/sell holiday scheme

Annual bonus

Pension with 5% employee and 8.5% per

Salary sacrifice schemes

Health and dental benefits

Life assurance and income protection

Job summary

Saffron Building Society is seeking a Customer Service Advisor to join the Mortgages team in a hybrid role after an initial training period. The role supports existing mortgage members with retention options and delivers excellent customer service.

The position is full-time, 9am to 5pm, with hybrid working to be agreed with the line manager. The salary ranges from £26,000 to £27,000 per year, with benefits including holiday, pension contributions, and annual bonus potential, among others.

Qualifications

• Mortgage or financial services experience would be advantageous but isn’t essential.
• Strong customer service experience, a positive attitude, curiosity and willingness to learn are valued.

Responsibilities

• Handling customer and broker enquiries by phone and email.
• Producing mortgage illustrations, issuing offers and keeping cases progressing.
• Processing product switches and retention administration accurately.
• Completing scripted, non-advised interactions around retention options and contract variations.
• Identifying when customers may need advice or additional support and referring them appropriately.
• Working collaboratively across the team and wider Society to deliver positive customer outcomes.

Skills

Customer service

Communication

Job description

Customer Service Advisor - Mortgages Spider is advertising on behalf of Saffron Building Society, who are looking for a Customer Service Advisor to join their team in Saffron Walden, Essex. This is a full-time, permanent position, working 9am 5pm, with hybrid working to be agreed with your line manager following training.

Salary: £26,000 £27,000 per annum

Benefits

• 33 days holiday including bank holidays
• buy/sell holiday scheme
• performance-dependent annual bonus
• pension with 5% employee and 8.5% employer contributions (subject to eligibility and T&Cs)
• salary sacrifice schemes
• health and dental benefits
• life assurance and income protection

About the role

As a Customer Service Advisor - Mortgages, you ll support existing mortgage members with their retention options, helping them through the process while delivering excellent customer service.

Key responsibilities

• Managing customer and broker enquiries by phone and email
• Producing mortgage illustrations, issuing offers and keeping cases progressing
• Processing product switches and retention administration accurately
• Completing scripted, non-advised customer interactions around retention options and relevant contract variations
• Identifying when customers may need advice or additional support and referring them appropriately
• Working collaboratively across the team and wider Society to deliver positive customer outcomes

The role offers hybrid working following the training period, agreed with your line manager. A greater office presence will be required during your first 6 8 weeks while training takes place.

About you

You ll be friendly, organised and accurate, with the confidence to communicate effectively with customers and a genuine commitment to great service.

You ll enjoy following processes, keeping cases on track and working as part of a supportive team. Mortgage or financial services experience would be advantageous but isn t essential strong customer service experience, a positive attitude, curiosity and willingness to learn are equally valued.

About Saffron Building Society

Saffron Building Society is focused on Building Happy for its members, colleagues and communities. They promote a collaborative and inclusive culture where individuality is respected and people are supported to develop and deliver the service their members deserve.

Spider is committed to equal opportunities and welcomes applications from suitably qualified candidates. Please advise us of any reasonable adjustments required during recruitment. Please check your inbox and spam/junk folder for correspondence.