Mortgage Support Advocate – Expert Customer Care

West Brom Building Society; West Bromwich; On-site; GBP 25,000 - 26,000; Full time

Benefits offered by this job

Development opportunities

25 days annual leave + bank holidays

2 volunteering days

Pension scheme

Enhanced maternity/paternity leave

Life assurance 4x salary

Private medical insurance

Electric/Hybrid car salary sacrifice

Perkbox access

Flexible working options

Job summary

West Brom Building Society is seeking a Specialist Support Advocate on a permanent, full-time basis in West Bromwich. The role focuses on delivering compassionate customer service to those in vulnerable situations across phone, email, live chat and written channels.

You will support customers through milestones such as end of mortgage term, financial difficulties or bereavement, ensuring accurate information and a smooth journey while staying compliant with policies and regulations.

Qualifications

• Focus on delivering excellent service to customers in vulnerable situations.
• Strong communication across phone, email, live chat and written correspondence.
• Ability to stay up to date on regulations, policies and procedures.

Responsibilities

• Be there when our customers need us in a way that suits them (phone, email, live chat, written correspondence).
• Provide the right information first time for customers nearing mortgage term ends, in financial difficulty or bereavement.
• Support customers throughout their journey with care and attention to detail; keep them updated.
• Liaise with third party suppliers to offer additional support when needed.

Skills

Customer service

Communication

Regulatory awareness

Tech-savvy

Job description

West Brom Building Society is seeking a Specialist Support Advocate on a permanent, full-time basis in West Bromwich. The role focuses on delivering compassionate customer service to those in vulnerable situations across phone, email, live chat and written channels.

You will support customers through milestones such as end of mortgage term, financial difficulties or bereavement, ensuring accurate information and a smooth journey while staying compliant with policies and regulations.