Customer Service Advisor - Mortgages

Spider Web Recruitment Ltd; Cambridge; Hybrid; GBP 26,000 - 27,000; Full time

Benefits offered by this job

33 days holiday

Performance-based bonus

Pension contributions

Health and dental benefits

Life assurance

Income protection

Salary sacrifice schemes

Job summary

Spider is advertising on behalf of a regional building society in the East of England, seeking a Customer Service Advisor to join their Mortgages team in Saffron Walden, Essex. This full-time, permanent role offers hybrid working after training and a salary of £26,000–£27,000 per year.

You'll support existing mortgage members with retention options, handling enquiries by phone and email, and progressing cases with accuracy and care.

Qualifications

• Friendly, organised and accurate with good communication skills.
• Mortgage or financial services experience would be advantageous but not essential.
• Strong customer service mindset and willingness to learn.

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 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.

Job description

Customer Service Advisor - Mortgages - Spider is advertising on behalf of a regional building society which has branches and agencies in the East of England, spanning Essex, Hertfordshire and Suffolk, 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 include:

• 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 Them:

The company 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.

Additional keywords: Retentions Officer, Mortgage Retentions, Mortgage Administrator, Mortgage Customer Service, Mortgage Operations, Financial Services, Customer Service Advisor, Customer Service, Product Switches, Mortgage Jobs, Bishops Stortford Jobs.

This vacancy is advertised and managed on our behalf by Spider. Your details will be processed for this vacancy, and you may be contacted by email, text or telephone. Full Privacy Policy details will be provided by email upon application.