Customer Service Representative

Leeds Building Society; Newcastle upon Tyne; Hybrid; GBP 25,000 - 27,000; Full time

Benefits offered by this job

Annual bonus up to 12%

Hybrid work 60% at home

Bupa Health Cash Plan

Matched pension up to 10%

26 days holiday + holidays

Volunteer days

Job summary

Leeds Building Society is seeking a Customer Representative in the UK to deliver excellent service across savings and mortgage inquiries. The role offers hybrid working with a rota of 35 hours per week and includes one in three Saturdays.

You’ll join a supportive team focused on delivering outstanding customer experiences, with development opportunities and a flexible work environment.

Qualifications

• Experience of working in a customer service environment.
• 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.
• Computer literate and is comfortable with Microsoft Word and basic Excel.

Responsibilities

• Assist customers with everyday savings or mortgage requests.
• Support customers with our digital services.
• Work through detailed eligibility criteria or identifying the correct route for a more complex mortgage journey.
• Understand what the customer is trying to achieve and determine the correct next steps.
• Deliver positive outcomes for our customers.

Skills

Customer service

Problem solving

Communication

Multi-tasking

Empathy

Verbal & written communication

Microsoft Word

Excel

Tools

Microsoft Word

Excel

Job description

Ready to Build an Extraordinary Career in Financial Services?

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.

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.

What you’ll bring to the role:

• Experience of working in a customer service environment.
• 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.

And in return, you’ll get the best from us:

• An annual colleague bonus of up to 12%
• Hybrid working with 60% of your time at home
• Bupa Health Cash Plan
• Matched pension contributions of up to 10%
• 26 days holiday, plus bank holidays and holiday purchase scheme of up to 5 days each year
• Colleague Mortgage and Saver products
• 2 days’ volunteering per year

We’ll give you a place to belong with the support to learn, develop and shape a meaningful career.

Why choose Leeds Building Society?

Our business is centred around our people. Our colleagues are at the heart of everything we do and we’re extremely proud of our Inclusive Employers Gold accreditation in 2023. We’re committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You’ll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises the progress we’re making to embed our purpose with our colleagues, and the actions we’ve taken to put home ownership within reach of more people, generation after generation.

Leeds Building Society is devoted to creating a culture and workplace that is representative of the communities we serve. If you’d like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter as we’d like to find out more about the skills and experience that you could bring to the Society. We’re committed to supporting you to be at your best and if you’d like to discuss any reasonable adjustments, please reach out to us on [e-mail]