Mortgage Support Specialist — Restore Homeownership Hope

Leeds Building Society; Leeds; On-site; GBP 23,000 - 27,000; Full time

Benefits offered by this job

Annual bonus up to 12%

Matched pension contributions up to 10

26 days holiday + bank holidays + up‑t

Holiday purchase scheme up to 5 days

Colleague Mortgage and Saver products

Bupa Health Cash Plan

2 days volunteering per year

Job summary

Leeds Building Society is seeking a Mortgage Services Specialist to support members experiencing financial difficulty, offering practical solutions and empathetic guidance to help them regain financial stability.

You will engage in meaningful conversations, build trust, and tailor recommendations while handling a range of complex situations with care and professionalism. The role starts January 2027 and comes with a comprehensive benefits package.

Qualifications

• Patience and empathy to handle challenging customer situations.
• Good listener and ability to handle difficult conversations with customers.
• Ability to review information to make suitable recommendations to the customer.
• Previous experience in customer service is essential.

Responsibilities

• Support members facing financial difficulty with practical solutions.
• Build trust through meaningful conversations and understand needs.
• Assist across arrears management and complex scenarios.
• Deliver a right-first-time, empathetic service to members.

Skills

Emotional resilience

Strong communication

Information processing

Customer service experience

Job description

Leeds Building Society is seeking a Mortgage Services Specialist to support members experiencing financial difficulty, offering practical solutions and empathetic guidance to help them regain financial stability.

You will engage in meaningful conversations, build trust, and tailor recommendations while handling a range of complex situations with care and professionalism. The role starts January 2027 and comes with a comprehensive benefits package.