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

Country: United Kingdom

Join our community.

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 in our Homes Direct Servicing team in Thornaby with a starting package of £26,900. This includes a base salary of £24,000, an additional £500 flexible benefit, and up to a £2,400 discretionary performance-related bonus.

By joining our team, you'll enjoy hybrid working and the collaboration of a great office environment.

In this role, you’ll bring energy and warmth to every customer interaction, whether helping someone secure their dream home, celebrating their final mortgage payment, or applying for a personal loan. No two calls are the same, and we’ll equip you with the skills to build strong customer relationships, take ownership, and deliver excellent service.

The difference you’ll make:

• Handling customer and third-party mortgage or loan queries and transactions over the phone. Once fully trained, you may support via Live Chat too.
• Inspiring customers to embrace our digital evolution, allowing them to choose how they interact with us.
• Keeping our customers and the bank safe by identifying vulnerability and detecting potential fraud.
• Accurately collating information to resolve customer queries at first contact.

What you’ll bring:

These are the essential requirements for success in this role:

• Excellent verbal and written communication skills.
• Strong computer and numeracy skills, with the ability to navigate multiple systems simultaneously.
• A passion for delivering outstanding service, listening to customer needs, and providing great outcomes.
• The right to work in the UK.

It would also be nice if you have:

• Excellent attention to detail to ensure policies, regulations, and quality standards are followed.
• The ability to thrive in a fast-paced environment and adapt to change.

Additional information:

We’re recruiting full-time roles at 35 hours per week, within our opening hours Monday-Friday 08:00 - 18:00 and Saturdays 09:00 - 14:00 (with time off in lieu for Saturday shifts).

We provide comprehensive, fully-paid training for a minimum of 12 weeks. After training, and upon reaching the required proficiency, you may have the opportunity to work from home. Flexible working options, including part-time hours, may also be considered.

This role is based in Teesside, and you’ll be expected to spend at least two days per month in the office.

We offer free on-site parking at our Teesside office.

Inclusion:

At Santander, we’re committed to creating a workplace where all colleagues feel they belong and are supported to succeed. We celebrate diversity and aim to attract, retain, and develop talented people through our values of Simple, Personal, and Fair.

How We’ll Reward You:

Along with a salary, we offer a range of benefits that you can tailor to your needs:

• Starting salary of £24,000 plus a £500 annual cash allowance for benefits.
• 25 days’ holiday plus bank holidays, increasing to 26 days after 5 years of service, with options to purchase additional days.
• Discretionary performance-related annual bonus.
• Discounted healthcare benefits, including medical and dental insurance, and health assessments.
• Free access to digital health services, including GP consultations.
• Wellbeing apps and online classes.
• 8% of your salary contributed to your pension, with Santander contributing up to 12.5% if you contribute, and options for cash alternatives.
• Family protection benefits, including death-in-service and income protection insurance, with options for additional coverage.
• Support for charitable causes and community partnerships.
• Share plans and access to employee discounts on various products and services.

Benefits:

Learn more about our benefits and family-friendly policies.

Right to work in the UK:

All applicants must have the right to work in the UK. If you require a visa or work permit, this will not influence our decision, but lack of the right to work will result in withdrawal of any offer.

Next steps:

If interested, please apply. For assistance during the application process, contact us at resourcing@santander.co.uk or call 0870 414 9080.