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For Companies At a Glance
- Tasks: Assist customers with mortgage and loan queries, providing exceptional service over the phone.
- Company: Join Santander, a diverse and inclusive workplace that values your contributions.
- Benefits: Starting salary of £24,000 plus bonuses, flexible benefits, and 25 days holiday.
- Why this job: Make a real difference in people's lives by helping them secure their dream homes.
- Qualifications: Strong communication skills and a passion for customer service are essential.
- Other info: Enjoy hybrid working options and comprehensive training in a supportive environment.
The predicted salary is between 24000 - 26420 £ per year.
Overview
Customer Service Advisor – Mortgages & Loans | S1 | Homes Direct Servicing | Teesside | United Kingdom
Join our community.
If you are passionate about customer service and want to build a career doing what you love, we’d like to hear from you.
We’re hiring full time Customer Service Advisors in our Homes Direct Servicing team in Thornaby 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 enjoy the best of both worlds – hybrid working and the collaboration of a great 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.
The difference you’ll 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’ll 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 (please see details below)
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’re recruiting full-time roles at 35hrs 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’ll provide you with a comprehensive fully-paid training programme, on-site for a minimum of 12 weeks. When you’ve completed your training period, and reached the required level in the role, you’ll 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’ll 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 and Benefits
Inclusion
At Santander we’re 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’ll reward you
As well as 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 5yrs 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 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.
- 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.
Learn more about our benefits and family friendly policies
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’re 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. You can contact us at resourcing@santander.co.uk.
Additional Information
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.
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Customer Service Advisor - Mortgages & Loans |S1| Homes Direct Servicing (Evergreen) employer: Santander USA
Contact Detail:
Santander USA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Mortgages & Loans |S1| Homes Direct Servicing (Evergreen)
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Homes Direct Servicing and Santander. Understand their values and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling real customer queries during the interview. Remember, they want to see how you handle different situations!
✨Tip Number 3
Show off your communication skills! During the interview, make sure to articulate your thoughts clearly and listen actively. This is key for a Customer Service Advisor role, so demonstrate that you can connect with customers and understand their needs.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds. Plus, it shows your enthusiasm for the role!
We think you need these skills to ace Customer Service Advisor - Mortgages & Loans |S1| Homes Direct Servicing (Evergreen)
Some tips for your application 🫡
Show Your Passion for Customer Service: When writing your application, let your enthusiasm for customer service shine through. Share specific examples of how you've gone above and beyond to help customers in the past. We love candidates who can bring energy and warmth to every interaction!
Tailor Your Application: Make sure to customise your application to highlight the skills and experiences that match the job description. Mention your excellent communication skills and ability to handle multiple systems, as these are key for us in this role.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate candidates who can communicate effectively, so make sure your written communication reflects that!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Santander USA
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Service Advisor in Mortgages & Loans. Familiarise yourself with common mortgage and loan terms, as well as the services offered by the company. This will help you answer questions confidently and show your genuine interest in the position.
✨Showcase Your Communication Skills
Since excellent verbal and written communication skills are essential for this role, practice articulating your thoughts clearly. You might want to prepare examples of how you've successfully handled customer queries in the past. This will demonstrate your ability to connect with customers and provide outstanding service.
✨Emphasise Your Adaptability
The job requires thriving in a fast-paced environment, so be ready to discuss times when you've adapted to change or handled multiple tasks simultaneously. Share specific examples that highlight your ability to stay calm under pressure and maintain attention to detail.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the team, training process, or company culture. This shows your enthusiasm for the role and helps you determine if it's the right fit for you. Plus, it gives you a chance to engage with the interviewer on a deeper level.
