Customer Service Advisors – Mortgage & Loans | S1 | Homes Direct (Servicing) | Bradford

IT STARTS HERE Santander (www.santander.com) 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 a chance for driven professionals to grow, learn, and make a real difference. Our mission is to help more people and businesses prosper. We embrace a strong risk culture and all our professionals are expected to take a proactive and responsible approach toward risk management.

Homes Direct (Servicing) is looking for Customer Service Advisors based out of Bradford. 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 £27,420; this is made up of a base salary of £25,000 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. We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas.

To succeed in this role, you will be responsible for:

• 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. The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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 £25,000 plus a £500 annual cash allowance to spend on our benefits. 25 days’ holiday plus bank holidays, increasing to 26 days after 5 years of service, with the option to purchase up to 5 contractual days per year. Voluntary healthcare benefits at discounted rates, including medical and dental insurance and health assessments. 8% of salary contributed to pension, with enhanced employer contributions if you contribute, and cash alternatives if you prefer. Company-funded death-in-service benefit and income protection insurance, with options for additional cover. Share in Santander’s success through share plans. Staff versions of products and access to discounts on Santander products and services. Competitive rewards reflecting the impact you make and the value you bring. Wellbeing support across physical, mental, social and financial wellbeing, including access to apps, gym discounts, online classes, flexible healthcare and mental health resources. Support for every life stage — enhanced family leave, childcare options and tailored wellbeing support. Volunteering opportunities to contribute to communities. Global growth opportunities to shape your career across Santander’s 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.

What to Do Next

All candidates must have the right to work in the UK to commence employment with Santander. If this sounds like a role you are interested in, please apply. If there’s anything we can do in the recruitment process to help you achieve your best, get in touch at resourcing@santander.co.uk.