Mortgage Customer Service Representative

Yorkshire Building Society; Bradford; Hybrid; GBP 22,000 - 27,000; Full time

Job summary

A leading financial services company is seeking a Mortgage Customer Service Representative to join their team in Bradford. The successful candidate will provide top-notch service to customers in a fast-paced environment, supporting them through their mortgage journeys. Opportunities for career advancement and development are provided, including support for obtaining professional qualifications. Enjoy competitive benefits including generous holiday allowance and a solid pension scheme.

Benefits

25 days holiday plus Bank Holidays

Up to 15% performance bonus

11% pension contribution

Private medical insurance

Access to retail and health discounts

Qualifications

• Previous experience in a telephony-based environment.
• Ability to demonstrate excellent verbal and listening skills.
• Experience in building positive relationships with customers.

Responsibilities

• Taking calls from new and existing mortgage customers.
• Completing eligibility and affordability checks.
• Collaborating with Mortgage Advisors for a seamless customer journey.

Skills

Verbal communication

Listening skills

Relationship building

Tools

Microsoft systems

Job description

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Mortgage Customer Service Representative, Bradford

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Client:

Location:

Bradford, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

56673002162f

Job Views:

6

Posted:

25.06.2025

Expiry Date:

09.08.2025

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Job Description:

An exciting opportunity has arisen to join the Mortgage Advice Team based in our busy Bradford contact centre!

About the Role

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.

The role responsibilities will include:

• 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’ve 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 focussed society for years to come.

Please Note: The initial training period for this role begins o n 04/08/2025 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 are 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 assessment centre, these will be held on 1 st /2 nd & 3 rd July in our Bradford Head Office.

About You

We are looking for passionate individuals who are committed to delivering an exceptional customer service. You will be working in a fast-paced environment; therefore, the successful applicant will need to have the ability to work in an agile manner.

You will also need to have:

• Previous experience of working in a telephony-based environment or ability to demonstrate telephony skills.
• Excellent verbal and listening skills.
• Previous experience of building positive relationships with colleagues and customers.
• Knowledge of Microsoft systems.

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 during the recruitment process to discuss this.

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 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 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

Ready to apply?

Great with people? Then we think it would be great to meet you. Apply now!

Please note: This role is known internally as: Customer Service Representative