Customer Service Representative

Leeds Building Society; Holystone; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

Leeds Building Society is hiring a Customer Representative for our contact centre in the United Kingdom. Hybrid working is available with up to 60% of your time at home after probation and demonstrated independence, subject to manager approval.

You will handle high volumes of calls, gather information, check eligibility, and guide customers through savings or mortgage journeys. The role also requires strong communication, empathy, and the ability to prioritise tasks.

Qualifications

• Ability to problem solve and apply logical reasoning to actions.
• Strong communication and interpersonal skills, and ability to build positive relationships with customers and colleagues.
• Ability to handle high volumes of calls efficiently and with professionalism.
• Ability to manage workload, prioritise and multi-task while delivering a high standard of work.

Responsibilities

• Handle high volumes of calls professionally and empathetically.
• Gather the right information, interpret criteria, and determine the correct next step for the customer.
• Assist customers with everyday savings and mortgage requests and support digital services.
• Explain eligibility criteria and guide customers through mortgage journeys and related processes.

Skills

Problem solving

Communication

Interpersonal skills

Call handling

Time management

Empathy

Microsoft Word

Excel basics

Tools

Microsoft Excel

Job description

Hybrid working is available with up to 60% of your time at home once you have successfully passed your probation and demonstrated the required level of competence to work independently, subject to manager approval.

Visa Sponsorship: This role does not meet the eligibility criteria for sponsorship under the Skilled Worker visa route. Therefore, we are only able to consider applications from individuals who already have the right to work in the UK without employer sponsorship.

The induction date is planned for the 18th January 2027

How you'll make a difference

Being a Customer Representative is about much more than answering calls.

Every customer is different. Two customers may contact us with what initially appears to be the same query, but their circumstances can mean completely different criteria, processes, actions or support requirements apply.

You’ll need to understand what the customer is trying to achieve, gather the right information, identify what's important, interpret detailed criteria and determine the correct next step.

That could mean completing an everyday savings or mortgage request, supporting a customer with our digital services, working through detailed eligibility criteria or identifying the correct route for a more complex mortgage journey.

Whatever your day brings, your work will really make a difference and you’ll feel proud of delivering positive outcomes for our customers.

• Ability to problem solve and apply logical reasoning to your actions
• Have strong communication and interpersonal skills and can build positive and relationships with customers and colleagues.
• Ability to handle high volumes of calls efficiently and with professionalism.
• Ability to manage own your workload and structure your day. Can prioritise and multi-task when required whilst completing tasks to a high standard.
• Show empathy and resilience when faced with demanding situations and can adapt to a wide variety of customer scenarios.
• Ability to process verbal and written information.
• Computer literate and is comfortable with Microsoft Word and basic Excel.

Join our dynamic team! We’re offering a competitive salary between £25,000 - £26,500, depending on your experience. Grow with us and be rewarded for your expertise and dedication

How you’ll help us live our purpose

We’ve been helping our members save for their future and buy a home of their own since 1875. By joining us, you’ll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It’s a purpose that drives everything we do and one we’re proud of. And you can play your part too - join our dedicated team in Our Contact centre and we’ll support you to give our members the great service we pride ourselves on, whatever they’re saving for.

Hours of work:

Our vibrant contact centre is open Monday to Friday 8am-8pm and Saturdays 9am-5pm.

You’ll work 35 hours per week on a set rota, including one in three Saturdays.