Customer Service Representative - Mortgages

Yorkshire Building Society; Bradford; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading financial institution in Bradford is looking for a Mortgage Customer Service Representative to handle inbound queries from new and existing mortgage customers. You will play a key role in providing a positive mortgage journey, guiding clients through eligibility checks and supporting their needs via various channels. The position offers rich development opportunities and excellent benefits, including a bonus structure, pension contributions, and a variety of health benefits.

Benefits

25 days holiday plus Bank Holidays

Bonus opportunity up to 15%

Pension contributions up to 11%

Access to healthcare benefits

Self-service benefits portal

Qualifications

• Previous experience in a customer service role.
• Strong verbal and listening skills.
• Ability to build positive relationships.

Responsibilities

• Take inbound calls from mortgage customers.
• Support customers through telephony & digital channels.
• Complete eligibility and affordability checks.

Skills

Customer service experience

Excellent verbal and listening skills

Building positive relationships

Knowledge of Microsoft systems

Job description

As a Mortgage Customer Service Representative, you’ll be the first point of contact in our telephony team taking inbound calls from our new and existing mortgage customers. Our purpose is to provide real help with real lives, and your contribution will be pivotal in ensuring our customers have the best possible mortgage journey with YBS. As part of a dynamic team in a constantly evolving environment, each call presents an opportunity to fulfil our purpose and create a positive and joyful experience for all our customers.

Responsibilities

• Supporting new and existing customers through a variety of channels e.g. telephony & digital.
• Handling a variety of scenarios from our customers, which may include providing help to purchase their first home or assisting existing customers who are looking to secure a new rate.
• Completing full eligibility and affordability checks and working collaboratively with our Mortgage Advisors to ensure we deliver a seamless customer journey.

Career development is a priority for us, and we take pride in assisting our colleagues on their personal growth paths. Within our organisation, there are opportunities to advance both within the business and specific departments. For instance, we have provided support to many of our colleagues by helping them to pursue their CeMAP qualification. Many of them have since become successful Mortgage Advisers, contributing to a future‑ready and customer‑focused society for years to come.

Qualifications

• Previous experience of working in a customer service role.
• Excellent verbal and listening skills.
• Previous experience of building positive relationships with colleagues and customers.
• Knowledge of Microsoft systems.

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.

Benefits

• Holiday: You’ll get 25 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 we’re 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 to 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.

Please note: The initial training period for this role begins on 09/02/2026 and lasts for 6 weeks. During this time, full‑time attendance in the office is required from 9:00 AM to 4:30 PM, Monday to Friday. Once you’re fully competent in the role, hybrid working is available, but you will still be expected to be in the office 2‑3 days a week.

If you are selected to attend an interview, these will be held on 6th, 7th, 8th & 9th January 2026 over Microsoft Teams.