At a Glance
- Tasks: Support customers with mortgage and loan queries via phone and Live Chat.
- Company: Join Santander, a leading bank with a commitment to inclusivity.
- Benefits: Competitive salary, generous holiday, and wellbeing support.
- Other info: Enjoy a hybrid work model with opportunities for growth and volunteering.
- Why this job: Make a real difference by helping customers navigate their financial journeys.
- Qualifications: Strong communication skills and a passion for outstanding customer service.
The predicted salary is between 25000 - 31579 £ per year.
We’re hiring full‑time Customer Service Advisors for our Homes Direct Servicing team in Glasgow. This hybrid role blends office collaboration with flexibility and will support customers across mortgage and loan queries, digital interactions, fraud detection, and information accuracy.
Responsibilities
- Handle customer and third‑party mortgage or loan queries and transactions over the phone (and via Live Chat once trained).
- Inspire customers to embrace our digital evolution, offering choice of interaction.
- Identify vulnerability and detect potential fraud to keep customers and the bank safe.
- Collate information accurately to resolve queries at first point of contact.
Qualifications
- Excellent verbal and written communication skills (Required).
- Extensive computer and numeracy skills, able to navigate multiple systems simultaneously (Required).
- Passion for delivering outstanding service, listening to customer needs and providing great outcomes (Required).
- Excellent attention to detail, ensuring policies, regulations and quality standards are followed (Preferred).
- Ability to thrive in a fast‑paced environment and adapt to change (Preferred).
Benefits & Compensation
- Salary Range: £25,000.00 – £31,579.00 per annum (depending on experience), based on a standard 35‑hour week.
- £500 annual cash allowance for benefits.
- 25 days holiday plus bank holidays, increasing to 26 days after 5 years; option to purchase up to 5 contractual days per year.
- Voluntary healthcare benefits at discounted rates (medical, dental, health assessments).
- Pension: Santander matches up to 8% of salary, and can contribute up to 12.5% (cash option available).
- Company‑funded death‑in‑service benefit and income protection insurance; optional discounted life assurance and critical illness cover.
- Share plans and employee product discounts (e.g., Edge Current Accounts, Credit Cards).
- Wellbeing support across physical, mental, social and financial pillars (apps, gym access, online classes, flexible healthcare, mental health support).
- Expanded family leave, childcare options and tailored wellbeing support.
- Volunteering opportunities and global growth across Santander’s international network.
Local Compliance
Roles are site‑based with a hybrid working pattern; employees are expected to attend the office at least 12 days per month (pro‑rata for part‑time). All candidates must have the right to work in the UK.
Equal Opportunity Statement
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 are committed to creating an accessible, fair and welcoming recruitment experience for all.
What to do next
If you’re interested, please apply. For recruitment process assistance, contact resourcing@santander.co.uk.
Customer Service Advisors – Mortgage & Loans | S1 | Homes Direct (Servicing) | Glasgow employer: Santander UK plc.
Santander is an exceptional employer, offering a dynamic work environment in Glasgow that combines the benefits of hybrid working with a strong focus on employee wellbeing and development. With competitive salaries, generous holiday allowances, and extensive support for personal and professional growth, employees are empowered to thrive while delivering outstanding service to customers. The inclusive culture and commitment to diversity ensure that every team member feels valued and supported in their career journey.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisors – Mortgage & Loans | S1 | Homes Direct (Servicing) | Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Santander UK plc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Santander UK plc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisors – Mortgage & Loans | S1 | Homes Direct (Servicing) | Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Santander UK plc.:Your cover letter is your chance to shine! Tell us why you want to work at Santander UK plc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Santander UK plc.!
How to prepare for a job interview at Santander UK plc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
