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- Tasks: Provide empathetic support for mortgage and savings accounts while managing complex cases.
- Company: Join Family Building Society, a forward-thinking financial services organisation focused on customer care.
- Benefits: Enjoy a competitive salary, hybrid work, 25 days holiday, and professional development support.
- Why this job: Make a real difference in customers' lives while growing your career in a supportive environment.
- Qualifications: Experience in administration, strong communication skills, and attention to detail required.
- Other info: Dynamic team atmosphere with opportunities for personal and professional growth.
The predicted salary is between 27000 - 29000 £ per year.
Family Building Society is seeking a compassionate and detail-oriented Customer Service Representative to join its Mortgage & Savings Administration team. This full-time role offers a supportive work environment, hybrid flexibility, and opportunities for professional development.
About the Company
Family Building Society is a forward-thinking financial services organisation with a strong focus on customer care, innovation, and teamwork. With around 250 employees at its Epsom headquarters, the Society is committed to growth and values-driven service.
Role Overview
You’ll deliver high-quality support for mortgage and savings accounts, handling complex cases with professionalism and empathy. The role involves customer interaction, administrative accuracy, and collaboration across teams to ensure seamless service delivery.
Key Responsibilities
- Provide empathetic support for complex mortgage cases and sensitive customer situations
- Manage administration for Buy to Let, Transfer of Equity, Interest Only mortgages, and other schemes
- Handle deceased customer accounts, Powers of Attorney, and third-party authorities
- Prepare clear, customer-focused correspondence and documentation
- Manage mortgage arrears processes and reporting
- Support system and product testing
- Ensure compliance with policies and procedures
- Collaborate with internal teams and external stakeholders
Required Skills and Experience
- Proven experience in administration (ideally in financial services)
- Strong customer service and communication skills
- High attention to detail and accuracy
- Calm and professional under pressure
- Strong organisational and time management skills
- Proficiency in Microsoft Excel and data analysis
- GCSE grades above C in English and Maths
- Right to work in the UK
Preferred
- Experience handling sensitive financial cases
- Analytical mindset and proactive approach
- Team-oriented with coaching and support capabilities
What We Offer
- Company pension
- Free parking permit
- Free tea, coffee, and fruit
- 25 days holiday (increasing to 28 with service)
- Support for professional study and development
Customer Service Representative – Mortgage & Savings Administration | £27,000–£29,000 per annum in Epsom employer: School Result
Contact Detail:
School Result Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative – Mortgage & Savings Administration | £27,000–£29,000 per annum in Epsom
✨Tip Number 1
Get to know the company! Research Family Building Society and understand their values and mission. 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. As a Customer Service Representative, you'll need to handle complex cases with empathy. Role-play common scenarios with friends or family to build your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge about the company culture and possibly even a referral, which can boost your chances of landing the job.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you're proactive and serious about joining the Family Building Society team.
We think you need these skills to ace Customer Service Representative – Mortgage & Savings Administration | £27,000–£29,000 per annum in Epsom
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your customer service experience and any relevant financial services background to show us you’re a great fit for the role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about customer service and how you can contribute to our team. Share specific examples of how you've handled complex cases with empathy and professionalism.
Showcase Your Attention to Detail: Since this role requires high accuracy, make sure your application is free from typos and errors. Double-check your documents before submitting them to demonstrate your attention to detail right from the start.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role as soon as possible. Don’t miss out!
How to prepare for a job interview at School Result
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Service Representative in the mortgage and savings sector. Familiarise yourself with common terms and processes like Buy to Let and Transfer of Equity. This will show your genuine interest and help you answer questions confidently.
✨Show Empathy
Since this role involves handling sensitive customer situations, be prepared to demonstrate your empathetic approach. Think of examples from your past experiences where you successfully managed complex cases with compassion. This will highlight your suitability for the role.
✨Practice Your Communication Skills
Strong communication is key in this position. Practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend or family member to get comfortable discussing your experiences and skills.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.