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For Companies At a Glance
- Tasks: Engage with customers to assist with mortgages and loans, ensuring great service.
- Company: Join Santander, a leading bank committed to diversity and employee success.
- Benefits: Enjoy hybrid working, 25 days holiday, and a range of health benefits.
- Why this job: Make a real impact by helping customers achieve their financial dreams in a supportive environment.
- Qualifications: Strong communication skills and a passion for customer service are essential.
- Other info: Full training provided, with opportunities for flexible working after training.
The predicted salary is between 24000 - 26800 £ per year.
Join our community. If you are passionate about customer service and want to build a career doing what you love, we would like to hear from you. We are 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 will enjoy the best of both worlds - hybrid working and the collaboration of a great office environment. In this role, you will bring energy and warmth to every customer interaction, whether helping someone secure their dream home, celebrating their final mortgage payment or applying for a personal loan. No two calls are the same, and we will equip you with the skills to build strong customer relationships, take ownership and deliver great service.
The difference you will make:
- Handling customer and third-party mortgage or loan 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 will 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.
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 are recruiting full-time roles at 35 hours 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 will provide you with a comprehensive fully-paid training programme, on-site for a minimum of 12 weeks. When you have completed your training period, and reached the required level in the role, you will 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 will 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 are 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 will 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 5 years 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 do not contribute yourself. We will 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.
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 are interested in, then please apply. If there is anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it is a copy of our application form in another format or additional assistance, we are available through telephone, email, or face to face. You can contact us at resourcing@santander.co.uk or call 0870 414 9080.
Customer Service Advisor - Mortgages & Loans |S1| Homes Direct Servicing employer: Santander
Contact Detail:
Santander Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Mortgages & Loans |S1| Homes Direct Servicing
✨Tip Number 1
Familiarise yourself with the mortgage and loan processes. Understanding the basics of how mortgages work and the different types of loans will help you engage confidently with customers and answer their queries effectively.
✨Tip Number 2
Practice your communication skills. Since this role requires excellent verbal communication, consider role-playing customer interactions with a friend or family member to enhance your ability to listen and respond to customer needs.
✨Tip Number 3
Get comfortable with technology. As you'll be navigating multiple systems, spend some time familiarising yourself with common customer service software and tools to ensure you're ready to handle queries efficiently.
✨Tip Number 4
Show your passion for customer service. During any interactions, whether in interviews or networking, share specific examples of how you've gone above and beyond for customers in the past to demonstrate your commitment to outstanding service.
We think you need these skills to ace Customer Service Advisor - Mortgages & Loans |S1| Homes Direct Servicing
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your customer service experience and any relevant skills, such as communication and problem-solving. Use keywords from the job description to show you understand what the role entails.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer service. Mention specific examples of how you've successfully handled customer queries in the past and how you can bring that energy to the team at Homes Direct Servicing.
Showcase Relevant Skills: In your application, emphasise your verbal and written communication skills, as well as your ability to navigate multiple systems. Provide examples of how you've demonstrated these skills in previous roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application shows attention to detail, which is crucial for this role.
How to prepare for a job interview at Santander
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for helping customers. Share examples of how you've gone above and beyond in previous roles to ensure customer satisfaction, as this aligns perfectly with the values of the company.
✨Demonstrate Strong Communication Skills
Since excellent verbal and written communication skills are essential for this role, practice articulating your thoughts clearly. You might want to prepare answers to common interview questions and consider how you can convey complex information simply.
✨Familiarise Yourself with Mortgage and Loan Processes
Having a basic understanding of mortgages and loans will give you an edge. Research common terms and processes so you can speak confidently about them during the interview, showing that you're proactive and knowledgeable.
✨Prepare for Scenario-Based Questions
Expect to be asked how you would handle specific customer situations. Think of examples from your past experiences where you successfully resolved issues or improved customer interactions, as this will demonstrate your problem-solving abilities.
