Location: Hybrid working with 2 days per week in our Head Office (Leek, Staffordshire) and the remaining time remotely.
Employment type:Full-time, permanent position.
Salary: Enter the salary range for this vacancy
Working hours: 35 hours per week, worked flexibly.
Reports to: Mortgage Training & Competence Manager
The Organisation
At Leek Building Society, we pride ourselves on being a force for good. We exist to help our communities grow, so they can do great things today and even better things tomorrow.
Our colleagues are one of the communities we support. We’ve created an inclusive, engaging workplace where colleagues have the freedom to be themselves and grow their careers.
We’re proud to be an award‑winning employer, accredited as a ‘Great Place to Work’ based on our latest colleague survey, and we’re equally proud to have been recognised externally for the work we do - winning Best Building Society and Best Specialist Mortgage Provider at the 2026 British Bank Awards.
Job Purpose & Scope
To ensure that all enquiries to the Society in relation to direct mortgage business are prequalified in line with the Society’s Retail Credit Risk Policy, resulting in good quality mortgage appointments for Mortgage Advisers (MA’s). The effective management of MA’s diaries to help all available mortgage timeslots used efficiently. Management of the Society’s mortgage retention process to support that existing customers are contacted in line with policy and customer retention level objectives are met, as well as annual and adhoc contact strategies to customers on the Society’s Standard Variable Rate/closed mortgage products. Provide administrative support to the Mortgage Advice and Retentions Manager and MA’s where required. Provide administrative and telephone support to other teams falling within the Society, e.g. Intermediary Mortgage Team. There is the potential for this role to include working towards achieving the status of a Mortgage Adviser, as and when a suitable position becomes available, should the role-holder show readiness and capability. This would require the role-holder to hold or be willing to work towards achieving the CeMap qualification within a
specified timeframe.
Duties and Key Responsibilities
Customer Focus
- Deliver a first-class professional customer service ensuring that customers and
brokers are valued and that their interests are at the heart of your activity. - Communicate with customers what information will be required for a full
mortgage interview or Decision in Principle. - Using your effective communication/questioning skills to ensure you obtain all
the required information to assess eligibility for a Leek Mortgage, ensuring full
compliance with our Retail Credit Risk Policy and referring to Senior Underwriters
where appropriate. - Produce and send out relevant documentation to customers for mortgage
retention purposes. - Chase-up mortgage retention customers to maximise mortgage retentions.
Produce and send out relevant documentation to customers who are on our
Standard Variable Rate/closed mortgage products.
To carry out any other duties as may reasonably be required
Person Specification
Qualifications & Knowledge
Essential
- Knowledge of all parts of the Microsoft Office suite
Desirable
- CeMAP qualification or equivalent is desirable.
Experience
- Understanding of the house-buying process and mortgages. ·
- Complying with defined rules, procedures and regulation and adhering to these.
- Delivering results whilst maintaining regulatory / compliance requirements
Skills & Abilities
- Provides a quality, professional and compliant service.
- The ability to deliver results whilst meeting regulatory/compliance requirements.
- Organisational and time management skills · The ability to work effectively as part of a team and independently using own initiative.
- Accurate and professional in communication, written and verbal at all levels.
- Excellent interpersonal skills
- Good all round IT skills, including being proficient in the use of Word and Excel
- Good attention and eye for detail to ensure mailings are issued accurately and compliantly.
- Ability to build effective relationships with customers and colleagues across the business
Other Requirements
- Able to work evenings and weekends when required.
- Ability to contribute to the team’s ideas to consistently improve the customer experience.
- Tact and diplomacy are required to deal with customers in certain circumstances.
- Assessment required as to whether ‘borderline’ cases are worth further referral to relevant personnel.
- A Basic DBS check will be undertaken upon an offer of employment.
Benefits
- 35 hour working week (full-time)
- 7.5% employer pension contribution
- Minimum of 26 days paid holiday a year, plus bank holidays
- Holiday purchase/sale scheme
- Free health screening
- 24/7 GP access for you and your close family
- Comprehensive mental health support including counselling sessions and mental health first aiders
- Workplace savings account with £100 bonus when you save regularly
- Enhanced sick and family leave pay from day 1
- Sick Pay guaranteed for 6 months for major illnesses
- Life assurance of 4 times your annual salary
- Continuous development opportunities
- Retailer discounts and salary sacrifice/deduction schemes
- We’re open to discussing working flexibly
- Onsite gym at Head Office
If the above sounds like something you’d thrive at, we’d love to hear from you
