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

Santander Group; Tees Valley; Hybrid; GBP 24,000 - 27,000; Full time

Job summary

A leading financial services provider is seeking full-time Customer Service Advisors in Tees Valley. The role involves handling customer mortgage or loan queries and embracing digital services. A starting salary of £24,000 along with benefits like a £500 flexible allowance, training opportunities, and extensive perks are offered. The position supports hybrid working with a focus on customer interaction and service excellence.

Benefits

Annual cash allowance of £500

25 days' holiday plus bank holidays

Eligible for a discretionary performance-related bonus

Voluntary healthcare benefits

Free access to wellbeing apps

Pension contributions from employer

Employee discount platform access

Qualifications

• Excellent communication skills are essential for handling customer queries.
• Proficiency in navigating multiple systems effectively.
• Strong attention to detail necessary for maintaining quality standards.

Responsibilities

• Handle customer and third-party mortgage or loan queries over the phone.
• Inspire customers to embrace digital services.
• Identify vulnerabilities and potential fraud.

Skills

Excellent verbal and written communication skills

Extensive computer and numeracy skills

Attention to detail

Ability to thrive in a fast-paced environment

Job description

Responsibilities

• Handling customer and third-party mortgage or loan queries and transactions over the phone. Once fully trained, you may have the opportunity to 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
• Collating information accurately to solve customer queries at first point of contact
• Excellent verbal and written communication skills
• Extensive computer and numeracy skills, having the ability to navigate multiple systems at once
• A passion for delivering outstanding service, listening to customer needs and providing great outcomes
• The right to work in the UK (please see details below)

Additional desirable attributes

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

Role details

We're hiring full time Customer Service Advisors in our Homes Direct Servicing team in Thornaby with a starting package of £26,420; this is made up of a base salary of £24,000 along with an additional £500 flexible benefit and up to a £1,920 discretionary performance related bonus.

Location, hours and training

By joining our team, you'll enjoy the best of both worlds - hybrid working and the collaboration of a great office environment. We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.

We're recruiting full-time roles at 35hrs 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'll provide you with a comprehensive fully-paid training programme, on-site for a minimum of 12 weeks. When you've completed your training period, and reached the required level in the role, you'll have the opportunity to introduce working from home. We may also consider individual requests for flexible working such as part-time hours. This role is based in Teesside, and you'll be expected to spend at least two days per month of your time in this office. We offer free on-site parking at our Teesside office.

Inclusion and benefits

At Santander we're creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair. How we'll reward you. As well as a salary, we offer a wide range of benefits that you can choose from and tailor to your needs.

• Starting salary of £24,000 plus a £500 annual cash allowance to spend on our great range of benefits.
• 25 days' holiday plus bank holidays, which increases to 26 days after 5yrs service, with the option to purchase up to 5 contractual days per year.
• Eligible for a discretionary performance-related annual bonus.
• Voluntary healthcare benefits at discounted rates. Including: medical insurance, dental insurance, and health assessments.
• Free access to a range of digital health services, including GP.
• Free access to wellbeing apps and up to three weekly online classes.
• We put 8% of salary into your pension, even if you don't contribute yourself. We'll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer.
• Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.
• Support your favourite causes through charitable giving and our community partnerships.
• Share in Santander's success by saving or investing in our share plans. 24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more.
• As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services.