At a Glance
- Tasks: Assist customers with mortgage and loan queries, providing exceptional service over the phone.
- Company: Join Santander, a tech-driven organisation focused on customer-centric transformation.
- Benefits: Starting salary of £24,000 plus bonuses, flexible benefits, and 25 days holiday.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives while developing your career in a supportive environment.
- Qualifications: Excellent communication skills and a passion for outstanding customer service.
The predicted salary is between 24000 - 26420 £ per year.
Customer Service Advisors – Mortgage & Loans S1 Homes Direct (Servicing), Glasgow
Country: United Kingdom
IT Starts Here
Santander is evolving from a global high-impact brand into a technology-driven organisation and our people are at the heart of this journey. Together we are driving a customer-centric transformation that values bold thinking, innovation and the courage to challenge what’s possible. This is more than a strategic shift. It’s a chance for driven professionals to grow, learn and make a real difference. Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.
Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation.
The Difference You Make
Homes Direct (Servicing) is looking for Customer Service Advisors based out of Glasgow. If you have a passion for customer service and are looking for a role which allows you to develop a career doing what you love then please read on. We’re hiring full time Customer Service Advisors within our Homes Direct Servicing team in Glasgow with a starting package of £26,420; this is made up of a base salary of £24,000 along with an additional £500 flexible benefit and up to a £1,920 discretionary performance related bonus.
By joining our team you’ll benefit from the best of both worlds: the flexibility of a hybrid role and the advantages of being part of a collaborative office environment. In this role you’ll 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’ll equip you with the skills to build strong customer relationships, take ownership and deliver great service.
Responsibilities
- 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’ll Bring
Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We’re enabling teams to go beyond by valuing who they are and empowering what they bring.
Professional Experience
- Excellent verbal and written communication skills (Required)
- Extensive computer and numeracy skills having the ability to navigate multiple systems at once (Required)
- A passion for delivering outstanding service, listening to customer needs and providing great outcomes (Required)
- Excellent attention to detail ensuring policies and regulations and quality standards are followed (Preferred)
- The ability to thrive in a fast-paced environment and adapt to change (Preferred)
We Value Your Impact
At Santander your contribution matters. We recognise the difference you make every day and we make sure you feel valued, supported and rewarded in return. Here recognition goes beyond pay. It’s about the pride you feel in your work, the impact you have on customers and communities and the opportunities you have to grow and thrive personally and professionally.
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.
- Voluntary healthcare benefits at discounted rates including medical insurance, dental insurance and health assessments.
- 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.
- Share in Santander’s success by saving or investing in our share plans.
- 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.
- Competitive rewards that reflect the real impact you make and the value you bring.
- Wellbeing that goes beyond work we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.
- Support for every life stage from menopause and pregnancy to parenthood and beyond with enhanced family leave, childcare options and tailored wellbeing support.
- Time to give back through volunteering opportunities that let you make a difference in the communities we serve.
- Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.
Ready to be recognised? It starts with you.
Local Compliance
At Santander we’re proud to be an inclusive organisation that provides equal opportunities for everyone regardless of age, gender, disability, civil status, race, religion or sexual orientation. We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates. We want our people to thrive at work and at home while delivering the best outcomes for our customers and supporting each other to grow.
To make this possible our roles are site-based with a hybrid working pattern where following successful completion of onsite training (approx. 12 weeks) colleagues are expected to attend the office at least 12 days per month (pro-rata for part-time roles). When applying please consider the travel distance, time and cost to your chosen office location(s).
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. We welcome applications on the understanding that should you be offered this role there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.
What To Do Next
If this sounds like a role you are 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 email.
Customer Service Advisors | Mortgage & Loans | S1 | Homes Direct (Servicing) | Glasgow employer: Banco Santander
Banco Santander is an excellent employer, offering a dynamic work environment where professionals can thrive in their careers while contributing to the success of clients in the natural resources sector. With a strong focus on employee growth, competitive salaries, and a comprehensive benefits package, including generous holiday allowances, Santander fosters a collaborative culture that empowers its team members to achieve their strategic goals and exceed income targets.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisors | Mortgage & Loans | S1 | Homes Direct (Servicing) | Glasgow
✨Tip Number 1
Get to know the company! Research Santander and their customer service values. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about connecting with customers, try role-playing common scenarios with a friend or family member. This will boost your confidence and help you articulate your thoughts clearly.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn. They can provide insider tips and might even refer you for the position, giving you a leg up in the application process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about joining the Santander team.
We think you need these skills to ace Customer Service Advisors | Mortgage & Loans | S1 | Homes Direct (Servicing) | Glasgow
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Advisor role. Highlight your customer service experience and any relevant skills that match what we're looking for, like communication and attention to detail.
Show Your Passion:Let your enthusiasm for customer service shine through in your application. We want to see that you genuinely care about helping customers and are excited about the opportunity to be part of our team.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. This will help us understand your qualifications and experiences without any confusion.
Apply Through Our Website:Don't forget to submit your application through our official website! It’s the best way to ensure we receive your details directly and can process your application smoothly.
How to prepare for a job interview at Banco Santander
✨Know Your Stuff
Before the interview, make sure you understand the mortgage and loans sector. Familiarise yourself with common terms and processes. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've delivered outstanding customer service. Think about times when you went above and beyond to help a customer, as this is crucial for a role focused on customer interactions.
✨Practice Active Listening
During the interview, demonstrate your listening skills by summarising what the interviewer says and asking relevant follow-up questions. This shows that you value communication and are ready to engage with customers effectively.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess how you'd handle specific customer situations. Prepare by thinking through potential challenges you might face in the role and how you would resolve them, keeping the customer’s needs at the forefront.
