Customer Service Representative

Family Building Society; Epsom; On-site; GBP 19,000 - 23,000; Full time

Job summary

Family Building Society in Epsom, United Kingdom, is seeking a Customer Service Representative to deliver high-quality service to Savings and Mortgage customers. You will handle inquiries, perform administrative tasks, and support online journeys with accuracy and care.

You will learn products and processes, balance multiple tasks, and contribute to service levels across daily operations, including weekend cover where required.

Qualifications

• Excellent organisational skills with the ability to manage multiple tasks and prioritise effectively.
• Clear written, verbal and listening communication skills.
• Strong customer service focus with a professional telephone manner.
• Comfortable using multiple systems simultaneously while speaking with customers.
• Ability to absorb and retain large amounts of technical and procedural information.
• Strong attention to detail while working under pressure and to deadlines.
• Ability to learn new concepts, systems and procedures quickly.
• Strong team-working and collaboration skills.
• Experience in a fast-paced, telephone-based customer service environment.
• Experience within financial services or another regulated environment.

Responsibilities

• Maintain up-to-date knowledge of products and services offered by the Society and its subsidiaries.
• Respond promptly and professionally to enquiries from Savings and Mortgage customers.
• Explain products within the FCA information-only framework and follow approved scripts where required.
• Undertake administrative duties covering all aspects of Savings and Mortgage servicing.
• Process customer and account amendments including personal details and Direct Debit changes.
• Complete Savings account administration activities including openings, deposits, withdrawals and ISA transfers.
• Complete Mortgage administration activities including completions, redemptions, and overpayments.
• Support online customer journeys and online account management.
• Carry out day-to-day administration of online accounts and secure messaging.
• Prepare and issue customer correspondence and respond to enquiries.
• Complete daily, weekly and monthly reporting checks.
• Support other departments during peak periods and with system testing or new product implementations.
• Assist with induction and ongoing development of new team members.
• Attend internal and external trainings and meetings.
• Undertake cashiering duties in Head Office and Branches and provide holiday cover.

Skills

Organisational skills

Communication skills

Customer service

Multi-system use

Decision making

Attention to detail

Learning ability

Teamwork

Telephone support

Financial services

Job description

Delivering efficient and effective administration and high-quality customer service to Savings and Mortgage customers.

• This role requires the ability to learn, retain and apply a significant amount of product, process and system knowledge when handling customer calls and completing a variety of administrative tasks.
• Training and support will be provided; however, individuals are expected to take ownership of their development and continuously build their knowledge.
• Team members will be required to balance customer calls, administrative work and service level requirements throughout the day.
• This role requires confidence in navigating multiple systems while delivering a positive customer experience.
• Responsibilities will expand as knowledge and competence develop.

Key Responsibilities

• Maintain up-to-date knowledge of all products and services offered by the Society, its subsidiary and associated companies.
• Respond promptly, accurately and professionally to telephone, online and written enquiries from Savings and Mortgage customers.
• Explain products and services within the Society's categorisation as an "information only" provider under the FCA regime, ensuring no advice or guidance is provided and approved scripts are followed where required.
• Undertake administrative duties covering all aspects of Savings and Mortgage account servicing, in accordance with documented procedures and training received.
• Process customer and account amendments, including changes to personal details, account information, Direct Debit details, nominated bank accounts, notice requests and other servicing requirements.
• Complete Savings account administration activities including account opening and closure, deposits, withdrawals, ISA transfers, online account maintenance and customer correspondence.
• Complete Mortgage administration activities including mortgage completions, redemptions, capital and overpayments, monthly payment administration, product transfers, retention releases, lease extensions, sales of land, letting requests and general account servicing.
• Support customers through online registration and journeys, such as managing their accounts online and applying for new accounts via the online service.
• Carry out day-to-day administration of online accounts, including approving applications and secure messaging.
• Prepare and issue customer correspondence, investigating and responding to enquiries as required.
• Complete daily, weekly and monthly reporting checks, as required.
• Support other departments during periods of high demand, including the New Business Team, Loans Underwriting and other operational areas as required.
• Assist with system testing, new product implementation and process improvements.Support the induction and ongoing development of new team members where required.
• Attend and actively participate in internal and external meetings, training and development activities.
• Undertake cashiering duties in Head Office and in Branch.
• Participate in Saturday rotas and provide holiday cover when required.
• Carry out any other reasonable duties requested by the Manager or Supervisor.

Skills and Experience

• Excellent organisational skills with the ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
• Excellent written, verbal and listening communication skills, with the ability to explain complex information clearly.
• Strong customer service focus and professional telephone manner.
• Comfortable using multiple systems simultaneously whilst speaking with customers.
• Ability to make decisions and prioritise tasks in a busy and changing environment.
• Ability to absorb and retain large amounts of technical and procedural information.
• Strong analytical and problem-solving skills.
• Strong attention to detail whilst working under pressure and to deadlines.
• Ability to learn new concepts, systems and procedures quickly.
• IT literate with the ability to use multiple systems simultaneously.
• Strong team-working and collaboration skills.
• Experience in a fast-paced, telephone-based customer service environment.
• Experience within financial services or another regulated environment.
• Experience supporting savings and/or mortgage customers and conducting account administration activities.

Please download to view supporting documents below.

Customer Service Representative JD 2026.pdf

Ebbisham House30 Church StreetEpsomSurreyKT17 4NLUnited Kingdom