Customer Service Advisors - Mortgage & Loans | S1 | Homes Direct | Teesside

Santander Bank; Tees Valley, Thornaby-on-Tees; Hybrid; GBP 24,000 - 27,000; Full time

Job summary

A leading financial institution is hiring full-time Customer Service Advisors in Teesside. The role involves handling customer queries regarding mortgages and loans, offering a hybrid working model with a starting salary package of £26,420. Candidates should possess excellent communication skills and a passion for outstanding service. Opportunities for personal growth and comprehensive benefits are provided.

Benefits

Access to wellness apps and discounted gym and fitness

Enhanced family leave and childcare options

Volunteering opportunities

Global growth opportunities

Qualifications

• Handling customer and third-party mortgage or loan queries and transactions over the phone.
• Inspiring customers to embrace digital evolution and choice of interaction.
• Identifying vulnerability and detecting potential fraud.

Responsibilities

• Collating information accurately to solve customer queries at first point of contact.

Skills

Excellent verbal and written communication skills

Extensive computer and numeracy skills

Passion for delivering outstanding service

Attention to detail

Ability to thrive in a fast-paced environment

Job description

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:

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.

What you’ll bring

• Excellent verbal and written communication skills (Required)
• Extensive computer and numeracy skills, having the ability to navigate multiple systems at once (Required)
• 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)
• The ability to thrive in a fast‑paced environment, and adapt to change. (Preferred)

Benefits and Well‑being

• Wellbeing that goes beyond work – access to a suite of apps, discounted gym and fitness, weekly online classes, flexible healthcare and mental health support.
• Support for every life stage – enhanced family leave, childcare options and tailored wellbeing support.
• Time to give back through volunteering opportunities.
• Global growth opportunities across our international network.

Working Arrangements

Roles are site‑based with a hybrid working pattern. After successful completion of onsite training (≈12 weeks) colleagues are expected to attend the office at least 2 days per month (pro‑rata for part‑time roles).

Equal Opportunity Employer

We’re proud to be an inclusive organisation that provides equal opportunities for everyone – regardless of age, gender, disability, civil status, race, religion or sexual orientation. We are committed to a recruitment experience that is accessible, fair and welcoming for all candidates.

Position Details

We’re hiring full‑time Customer Service Advisors within our Homes Direct (Servicing) team in Teesside with a starting package of £26,420 – comprising a base salary of £24,000 plus a £500 flexible benefit and up to £1,920 discretionary performance related bonus.

Salary and Benefits Breakdown

• Base salary of £24,000 plus a £500 annual cash allowance.
• 25 days holiday plus bank holidays, increasing to 26 days after 5 years service, with the option to purchase up to 5 contractual days per year.
• Voluntary healthcare benefits at discounted rates (medical, dental, assessments).
• Pension scheme – Santander contributes 8 % of salary. You can contribute; up to 12.5 % matching, with a cash option.
• Protection for you and your family – company‑funded death‑in‑service benefit, income protection, and discounted life assurance and critical illness cover.
• Share plan – of Santander’s share plans.
• Employee access to Santander products (Edge Current Accounts, Credit Cards) and discounts across Santander services.