Mortgage Lending Customer Representative

How you'll help us live our purpose

We've been helping our members save for their future and buy their own home since 1875. Join us and you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do. And you can play your part too – join our Mortgage Lending team as a Mortgage Lending Customer Representative.

How you'll make a difference

In the role of a Customer Service Representative, you'll create a positive experience on every call, assisting customers through their mortgage application journey and enhancing their home buying experience. Calls are predominantly inbound, and you'll deal with brokers or solicitors who are acting on behalf of customers or directly with customers themselves. Taking ownership of the call, you'll aim to resolve customer queries as efficiently and effectively as possible whilst recognising that on occasions you may need to liaise with other teams and arrange a call back to provide the right solution.

What will you bring to the role?

• The ability to communicate effectively and build positive relationships.
• Excellent written and verbal communication skills
• Be proactive and deliver exceptional customer experience
• Demonstrate a strong level of resilience when working in a fast -paced customer service environment
• Ability to problem solve and make decisions
• Computer literate (able to comfortably use Word and basic Excel)
• Maintain attention to detail whilst working under pressure
• Demonstrate determination to succeed and achieve great results

And in return, you'll get the best from us:

• Hybrid working – 2 days per week in the office
• Annual bonus of up to 12%

• Matched pension contributions up to 10%

• 26 days holiday, plus bank holidays and holiday purchase scheme

• Colleague Mortgage and Saver products

• 2 days' volunteering per year

We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

This role does not meet the eligibility criteria for sponsorship under the Skilled Worker visa route. Therefore, we are only able to consider applications from individuals who already have the right to work in the UK without employer sponsorship.

Why choose us?

Our business is centred around our people. Our colleagues are at the heart of everything we do, as shown by our Inclusive Employers Gold accreditation in 2023 and 2025. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You'll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises how we've embedded our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.

Why wait? Apply now

We'd love to hear from you. But don't wait around - we may close the advert early and we'd hate for you to miss out.

We're devoted to creating a culture and workplace that is representative of the communities we serve. If you'd like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter so we can find out more about your skills and experience. We're committed to supporting you to be at your best - to discuss any reasonable adjustments we could make, please contact us on ***email_hidden***.

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