Customer Service Advisor - Mortgages & Loans |S1| Homes Direct Servicing

TN United Kingdom; Hartlepool; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a passionate Customer Service Advisor to join their Homes Direct Servicing team in Hartlepool. This full-time role offers a hybrid working model, allowing you to balance office and remote work. You will be the voice of the company, assisting customers with mortgage and loan inquiries while fostering strong relationships. With a commitment to diversity and a range of tailored benefits, this opportunity is perfect for those who thrive in a fast-paced environment and are eager to make a difference in customer service.

Benefits

Flexible working hours

Discounted healthcare

Pension contributions

Life and income protection insurance

Employee discounts

Free on-site parking

Holiday entitlement increases with service

Discretionary annual bonus

Wellbeing apps

Charitable giving

Qualifications

• Excellent verbal and written communication skills are essential.
• Strong computer skills and ability to navigate multiple systems.

Responsibilities

• Handle mortgage and loan queries over the phone.
• Encourage customers to use digital channels for interactions.

Skills

Verbal communication

Written communication

Numeracy skills

Customer service

Attention to detail

Tools

CRM systems

Job description

Customer Service Advisor - Mortgages & Loans | S1 | Homes Direct Servicing, Hartlepool

Job Description:

Join our community as a Customer Service Advisor in our Homes Direct Servicing team in Thornaby, United Kingdom. If you are passionate about customer service and want to build a career doing what you love, we’d like to hear from you.

We’re hiring full-time Customer Service Advisors with a starting package of £, which includes a base salary of £, plus a flexible benefit and up to a £, discretionary performance-related bonus.

This role offers hybrid working and a collaborative office environment. You’ll bring energy and warmth to customer interactions, helping with mortgage and loan queries, celebrating milestones, and supporting digital adoption. Your skills will help build strong customer relationships and deliver excellent service.

The difference you’ll make:

1. Handling customer and third-party mortgage or loan queries and transactions over the phone, with potential support via Live Chat after training.
2. Encouraging customers to embrace digital channels for their interactions.
3. Ensuring customer and bank safety by identifying vulnerabilities and potential fraud.
4. Accurately collating information to resolve queries at first contact.

What you’ll bring:

Essential requirements:

• Excellent verbal and written communication skills.
• Strong computer and numeracy skills, capable of navigating multiple systems.
• A passion for delivering outstanding service and understanding customer needs.
• The right to work in the UK.

Preferred qualities:

• Attention to detail, following policies, regulations, and quality standards.
• The ability to thrive in a fast-paced, changing environment.

Additional information:

Full-time roles within specified hours, with on-site training for a minimum of weeks. After training, opportunities for remote work and flexible hours may be available. The role is based in Teesside, with at least two days per month in the office. Free on-site parking is provided.

Our commitment to diversity:

We’re creating a workplace where all colleagues feel they belong and can succeed, celebrating diversity and living our values of Simple, Personal, and Fair.

Rewards:

• Salary plus a range of benefits tailored to your needs.
• Holiday entitlement increases with service, with options to purchase additional days.
• Discretionary annual bonus.
• Discounted healthcare, wellbeing apps, pension contributions, life and income protection insurance, charitable giving, share plans, and employee discounts.

Right to work:

Applicants must have the right to work in the UK. Visa or work permit requirements do not affect application progression, but lack of right to work will result in withdrawal of the offer.

Next steps:

If you are not a passport holder of the country for the vacancy, a work permit may be required. All applications should be made via the 'Apply now' button. For more information, visit our Blog.

Created on 28/04/2025 by TN, United Kingdom