Customer Service Advisor - Mortgages

Saffron Building Society; Henham; Hybrid; GBP 26,000 - 27,000; Full time

Benefits offered by this job

33 days holiday

Sell/buy holiday scheme

Performance-dependent annual bonus

Pension with contributions

Salary sacrifice schemes

Health and dental benefits

Life assurance and income protection

Job summary

Saffron Building Society is seeking a Customer Service Advisor to support mortgage members in Saffron Walden. The role is full-time, with hybrid working after training and a 9am–5pm schedule.

Salary is £26,000–£27,000 per year, with benefits and opportunities to assist customers through retention options. You'll handle inquiries by phone and email, progress mortgage cases, and collaborate with the team to deliver positive outcomes for customers.

Qualifications

• Experience in customer service or financial services preferred.
• Excellent communication and teamwork.
• Ability to follow processes and manage cases.

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 interactions around retention options.
• Identifying when customers may need advice and referring them.
• Collaborating with the team to deliver positive outcomes.

Skills

Customer service

Telephone support

Email correspondence

Mortgage knowledge

Process adherence

Tools

CRM systems

MS Office

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