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 working 60% at home

Pension matching up to 10%

26 days holiday plus holidays purchase

Mortgage and Saver products

Volunteer days

Job summary

Leeds Building Society is seeking a proactive contact centre advisor to deliver excellent service to our members on savings and mortgage queries, guiding customers through self-serve options and resolving issues on inbound calls.

The role is 35 hours a week on a fixed eight-week rota (including some Saturdays) with an option for hybrid working after six months; based in the UK, visa sponsorship not offered. Induction starts 12 October 2026.

Qualifications

• Experience in a customer service environment.
• Strong communication and interpersonal skills.
• Ability to handle high volumes of calls efficiently and professionally.
• Ability to manage workload and structure your day.
• Show empathy and resilience in demanding situations.
• Ability to process verbal and written information and make good judgments.
• Computer literate with familiarity of Microsoft Word and basic Excel.

Responsibilities

• Handle inbound calls for savings and mortgage queries and provide excellent customer service.
• Help customers self-serve online and assist with technical issues and social media inquiries.
• Take ownership of calls to resolve queries efficiently and, when needed, arrange callbacks with other teams.

Skills

Customer service experience

Communication skills

Call volume handling

Workload management

Empathy & resilience

Verbal & written skills

MS Word & Excel

Tools

MS Office

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 a week with a set eight-week rota including one in three Saturdays. On successful completion of your first 6 months, you'll also have the option for hybrid working.

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 12 October 2026.

How You'll Make a Difference

As the first point of contact for our customer's inbound calls you'll thrive on creating a positive experience whether it's a call about savings or mortgages. Customer calls range from balance enquiries to speaking to the members about their mortgage payments to more complex queries.

You'll use your IT knowledge and skills to help customers self-serve online, support with technical issues and respond to social media messaging.

Taking ownership of every call, you'll aim to resolve customer queries as efficiently and effectively as possible whilst recognising that on occasions you may need to collaborate with other teams and arrange a call back to provide the right solution.

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:

• We'd love to hear from you if you have experience of working in a customer service environment.
• Have strong communication and interpersonal skills and can build positive and relationships with customers and colleagues.
• Able to handle high volumes of calls efficiently and with professionalism.
• Able 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, assess a situation and make good judgements.
• 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
• 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.