Customer Service Representative(Mortgage Advice Team)

Yorkshire Building Society; Bradford; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

28 days holiday + BH

Bonus: 7% (up to 15%)

Pension up to 11%

Private medical insurance

Employee benefits portal

Job summary

Yorkshire Building Society is seeking a Mortgage Customer Service Representative to support mortgage customers by phone and digital channels. You will play a crucial role from first contact to ongoing ownership, ensuring a smooth customer journey and accurate responses.

No previous financial services experience is required, as full training and ongoing development are provided. The role offers flexibility and hybrid working after an initial in-office period, with a strong emphasis on helping

Qualifications

• No prior financial services experience required; training provided.
• Ability to learn and develop new skills through a structured programme.
• Enthusiasm for helping customers and delivering a positive experience.

Responsibilities

• Be the first point of contact for mortgage customers via phone and digital channels.
• Support customers through key moments in their homeownership journey.
• Complete eligibility and affordability checks as part of the process.
• Collaborate with Mortgage Advisors to create a joined-up customer journey.
• Provide clear, empathetic support tailored to individual needs.

Skills

Customer empathy

Communication skills

Digital tools

Growth mindset

Adaptability

Team collaboration

Willingness to learn

Job description

At YBS, we believe great things happen when people are supported, encouraged, and given the chance to grow. Whatever stage of your career you’re at, this is an opportunity to build meaningful skills, gain confidence, and be part of something you can truly feel proud of.

We’re looking for people to join our Mortgage Advice Team as Mortgage Customer Service Representatives on a permanent basis.

While this isn’t a Mortgage Advisor role, you’ll work closely with our advisors, supporting them behind the scenes to ensure a smooth and seamless experience for our customers.

You don’t need previous financial services experience or years in customer service. From day one, you’ll receive full training and ongoing development to help you build confidence and develop the skills needed to succeed.

What matters most to us is your attitude. a willingness to learn, a genuine passion for helping customers even when queries are complex, and enthusiasm for making a real difference in people’s lives.

In return, you’ll be part of an ambitious and supportive culture, helping our members with real help for real life.

About the Role

As a Mortgage Customer Service Representative, you’ll be the first point of contact for our mortgage customers, supporting them via phone and digital channels.

You’ll play an important role in helping people at key moments in their lives from buying their first home to managing an existing mortgage. Every interaction is an opportunity to make a positive difference.

What You’ll Be Doing

• Supporting new and existing mortgage customers via phone, video and digital channels

• Handling a wide range of queries, including first-time buyers and supporting customers all through their homeownership journey

• Completing eligibility and affordability checks

• Working closely with Mortgage Advisors to deliver a smooth, joined-up customer journey

• Providing clear, accurate, and empathetic support tailored to individual needs

Please Note: The initial training period will require full time attendance in the office. This role does offer hybrid working once full competent in the role, however you will still be expected to be in the office 2-3 days a week.

If you are selected for interview these will take place on the 3rd & 4th November 2026 At our Yorkshire Drive Head office In Bradford.

About You

We’re looking for someone who:

• Is motivated to go the extra mile for colleagues and members, contributing to shared goals

• Thrives in a dynamic, changing environment and embraces change with curiosity and positivity

• Values diversity and appreciates different perspectives, experiences, and skills

• Builds strong, respectful relationships with both members and teammates

• Has a growth mindset and is eager to learn through training and development opportunities

• Is confident using digital tools and open to learning new technologies

• Is committed to personal development and staying future ready

• Demonstrates empathy and emotional intelligence, great listening and communication skills and creates a welcoming and supportive experience

About us

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

Flexibility.

We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime to discuss this during the recruitment process.

Development.

We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity.

We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

About our Benefits

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

• Holiday. You’ll get 28 days plus Bank Holidays, as well as the option to buy up to a further 5 days.

• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).

• Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.

• Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.

• My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.