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Spider Web Recruitment; Bishop's Stortford; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

33 days holiday

Bonus scheme

Pension contributions

Salary sacrifice schemes

Health and dental benefits

Life assurance and income protection

Job summary

Saffron Building Society is recruiting a Customer Service Advisor - Mortgages in Saffron Walden, Essex. The role is full-time with hybrid working after training and a stronger office presence during initial weeks.

You’ll support mortgage members through retention processes, handling inquiries by phone and email while delivering excellent customer service. Mortgage or financial services experience is advantageous but not essential.

Qualifications

• Mortgage or financial services experience would be advantageous but isn’t essential.
• Strong customer service background with a positive attitude and willingness to learn.
• Able to follow processes and keep cases on track, in a supportive team.

Responsibilities

• Managing customer and broker enquiries by phone and email
• Producing mortgage illustrations, issuing offers and keeping cases progressing
• Processing product switches and retention administration accurately
• Completing scripted, non-advised interactions around retention options
• Identifying when customers may need advice or additional support and referring them
• Working collaboratively to deliver positive customer outcomes

Skills

Customer service

Strong communication

Organised and accurate

Willingness to learn

Mortgage/financial services interest

Job description

Customer Service Advisor - Mortgages - Spider is advertising on behalf of Saffron Building Society, who are looking for a

Customer Service Advisor

to join their team in Saffron Walden, Essex. This is a full-time, permanent position, working

9am-5pm, with hybrid working to be agreed with your line manager following training.

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Benefits

• 33 days' holiday including bank holidays
• buy/sell holiday scheme
• performance-dependent annual bonus
• pension with 5% employee and 8.5% employer contributions (subject to eligibility and T&Cs)
• salary sacrifice schemes
• health and dental benefits
• life assurance and income protection

About the role

As a Customer Service Advisor - Mortgages, you'll support existing mortgage members with their retention options, helping them through the process while delivering excellent customer service.

Key responsibilities

• Managing customer and broker enquiries by phone and email
• Producing mortgage illustrations, issuing offers and keeping cases progressing
• Processing product switches and retention administration accurately
• Completing scripted, non-advised customer interactions around retention options and relevant contract variations
• Identifying when customers may need advice or additional support and referring them appropriately
• Working collaboratively across the team and wider Society to deliver positive customer outcomes

The role offers

hybrid working following the training period, agreed with your line manager. A greater office presence will be required during your first 6-8 weeks while training takes place.

About you

You'll be friendly, organised and accurate, with the confidence to communicate effectively with customers and a genuine commitment to great service.

You'll enjoy following processes, keeping cases on track and working as part of a supportive team. Mortgage or financial services experience would be advantageous but isn't essential - strong customer service experience, a positive attitude, curiosity and willingness to learn are equally valued.

About Saffron Building Society

Saffron Building Society is focused on

Building Happy for its members, colleagues and communities. They promote a collaborative and inclusive culture where individuality is respected and people are supported to develop and deliver the service their members deserve.

Spider is committed to equal opportunities and welcomes applications from suitably qualified candidates. Please advise us of any reasonable adjustments required during recruitment.

Additional keywords: Retentions Officer, Mortgage Retentions, Mortgage Administrator, Mortgage Customer Service, Mortgage Operations, Financial Services, Customer Service Advisor, Customer Service, Product Switches, Mortgage Jobs, Bishop's Stortford Jobs.

This vacancy is advertised and managed on our behalf by Spider. Your details will be processed for this vacancy, and you may be contacted by email, text or telephone. Full Privacy Policy details will be provided by email upon application.