Customer Service Advisors (Mortgage & Loans, S1, Homes Direct, Servicing)

Santander; Glasgow; Hybrid; GBP 22,000 - 26,000; Full time

Job summary

Santander in Glasgow is seeking a Customer Service Advisor to handle mortgage and loan queries by phone, working in a hybrid environment with flexible office and remote elements.

You'll deliver outstanding service, use multiple systems, and help customers secure their financial goals, while maintaining accuracy and compliance across all interactions.

Qualifications

• Ability to thrive in a fast-paced environment and adapt to change.
• A passion for delivering outstanding service, listening to customer needs and providing great outcomes.
• Excellent attention to detail and ensuring policies and regulations are followed.
• Extensive computer and numeracy skills, with the ability to navigate multiple systems.
• Excellent verbal and written communication skills.

Responsibilities

• Handle customer and third-party mortgage or loan queries and transactions over the phone. When trained, may support via live chat.
• Encourage customers to embrace digital services for greater flexibility in how they interact with us.
• Build strong relationships by taking ownership and resolving queries at first point of contact.
• Keep customers and the bank safe by identifying vulnerability and detecting potential fraud.
• Ensure all information is accurately captured and compliant with policies.

Skills

Customer service

Empathy

Communication

Numeracy

Computer skills

Job description

• Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what's possible
• This is more than a strategic shift. It's a chance for driven professionals to grow, learn, and make a real difference
• Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management
• Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation
• Our Homes Direct (Servicing) team in Glasgow are looking for Customer Service Advisors to join us , working 35 hours per week , on a rota'd basis Monday to Friday 08:00am - 18:00 pm and Saturday 8am - 14:00pm (with a day off in lieu)
• If you have a passion for customer service and are looking for a role which allows you develop a career doing what you love, then please read on
• By joining our team, you'll benefit from the best of both worlds: the flexibility of a hybrid role and the advantages of being part of a collaborative office environment
• As a Customer Service Advisor, you'll bring energy, empathy, and professionalism to every interaction. Whether you're helping a customer secure their dream home, supporting them with their mortgage, or answering loan queries-no two conversations will be the same
• We're shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:
• 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
• Encourage customers to embrace digital services, giving them more flexibility in how they interact with us
• Build strong relationships by taking ownership and resolving queries at first point of contact
• Keeping our customers and the bank safe, by identifying vulnerability and detecting potential fraud
• Ensure all information is accurately captured and compliant with policies

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We're enabling teams to go beyond by valuing who they are and empowering what they bring

The following requirements represent the knowledge, skills, and abilities essential for success in this role.

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• The ability to thrive in a fast-paced environment, and adapt to change. (Preferred)
• A passion for delivering outstanding service, listening to customer needs and providing great outcomes (Required)
• Excellent attention to detail, ensuring policies and regulations and quality standards are followed. (Preferred)
• Extensive computer and numeracy skills, having the ability to navigate multiple systems at once (Required)
• Excellent verbal and written communication skills (Required)