Customer Service Advisor

Customer Service Advisor - Mortgages |S1| Homes Direct Servicing

Join our community.

If you are passionate about customer service and want to build a career doing what you love, we’d like to hear from you.

We’re hiring full time Customer Service Advisors in our Homes Direct Servicing team in Thornaby with a starting package of £26,900; this is made up of a base salary of £24,000 along with an additional £500 flexible benefit and up to a £2,400 discretionary performance related bonus.

By joining our team, you'll enjoy the best of both worlds – hybrid working and the collaboration of a great office environment.

In this role you’ll bring energy and warmth to every customer interaction, whether helping someone secure their dream home, or celebrating their final mortgage payment. No two calls are the same, and we’ll equip you with the skills to build strong customer relationships, take ownership and deliver great service.

The difference you’ll make:

• Handling customer and third-party mortgage queries and transactions over the phone.  Once fully trained, you may have the opportunity to support via Live Chat too
• Inspiring customers to embrace our digital evolution, allowing them to choose how they interact with us
• Keeping our customers and the bank safe, by identifying vulnerability and detecting potential fraud
• Collating information accurately to solve customer queries at first point of contact

What you’ll bring:

These are the essential requirements you need to be successful in this role:

• Excellent verbal and written communication skills
• Extensive computer and numeracy skills, having the ability to navigate multiple systems at once
• A passion for delivering outstanding service, listening to customer needs and providing great outcomes
• The right to work in the UK (please see details below)

It would also be nice for you to have:

• Excellent attention to detail, ensuring policies and regulations and quality standards are followed.       
• The ability to thrive in a fast-paced environment, and adapt to change.

What else you need to know:

We’re recruiting full-time roles at 35hrs per week, within our opening hours Monday-Friday 08:00 -18:00 and Saturdays 09:00- 14:00 (with time off in lieu for Saturday shifts).

We’ll provide you with a comprehensive fully-paid training programme, on-site for a minimum of 12 weeks. When you’ve completed your training period, and reached the required level in the role, you’ll have the opportunity to introduce working from home.  We may also consider individual requests for flexible working such as part-time hours.

This role is based in Teesside, and you’ll be expected to spend at least two days per month of your time in this office. 

We offer free on-site parking at our Teesside office.

Inclusion

At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed.  We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.

How we’ll reward you.

As well as a salary, we offer a wide range of benefits that you can choose from and tailor to your needs.  

• Starting salary of £24,000 plus a £500 annual cash allowance to spend on our great range of benefits. 
• 25 days’ holiday plus bank holidays, which increases to 26 days after 5yrs service, with the option to purchase up to 5 contractual days per year. 
• Eligible for a discretionary performance-related annual bonus. 
• Voluntary healthcare benefits at discounted rates. Including: medical insurance, dental insurance, and health assessments.  
• Free access to a range of digital health services, including GP.  
• Free access to wellbeing apps and up to three weekly online classes. 
• We put 8% of salary into your pension, even if you don’t contribute yourself. We’ll pay in up to 12.5% of salary, if you contribute as well, and you can take some of our contribution in cash if you prefer. 
• Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover. 
• Support your favourite causes through charitable giving and our community partnerships. 
• Share in Santander’s success by saving or investing in our share plans.  24/7 access to an online employee discount platform including retailers, entertainment, eating out, travel and more.  
• As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services. 

Learn more about our benefits and family friendly policies

Right to work in the UK.

Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa / permit this will not influence our decision on whether to progress your application. However, if you do not have a right to work, or an application for a working visa / permit is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer previously made.

What to do next:-

If this sounds like a role you’re interested in, then please apply.

If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through telephone, email, or face to face. You can contact us at resourcing@santander.co.uk or call 0870 414 9080.