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- Tasks: Support customers in financial difficulty and find suitable solutions.
- Company: Join Skipton Building Society, the fourth largest UK building society, owned by its members.
- Benefits: Enjoy flexible working, 25+ days leave, bonuses, and private medical insurance.
- Why this job: Make a real impact by helping people while developing your skills in a supportive environment.
- Qualifications: No prior experience needed; just bring enthusiasm and a passion for customer service.
- Other info: Comprehensive training provided, with opportunities for hybrid working after training.
The predicted salary is between 24000 - 36000 £ per year.
Hours: 35 hours per week, working shifts based on the department opening hours of 8am-6pm Mon-Thurs, 8.30-5.30 Friday, and Saturday 9am-12pm on rotation (once a month). This role requires full-time head office working during the training period of up to 6 months; hybrid working can be considered depending on competence and business needs.
Salary: £30,000 Per Annum
Closing Date: Wed, 20 Aug 2025
We’re hiring for our Credit Management team within the Homes Business at Skipton Building Society.
The role is to support customers in financial difficulty, helping them find suitable solutions. We offer in-depth training and support to help you thrive and develop into the role.
While based at our Head Office in Skipton, hybrid working is available once fully competent, with a minimum of 2 days in the head office. Training will last approximately 3 months at the head office.
No prior experience is necessary—just enthusiasm and motivation to do the right thing. If you’re up for a challenge, love finding solutions, and helping people, we want to hear from you!
Upon joining, you will receive comprehensive training and be supported by experts committed to your development and the society’s success.
Who Are We?
We are not just another building society or a typical job. As the fourth largest UK building society, we are a mutual organization owned by our members. Our colleagues say Skipton is a great place to work, and you could be part of it, bringing new ideas to keep customers at the heart of what we do.
Whatever your background or goals, we will help you take the next step toward a better future.
What’s In It For You?
We support flexible and hybrid working, with a newly refurbished, vibrant head office. Benefits include:
- Annual discretionary bonus scheme
- 25 days of annual leave + bank holidays + increases with service to a maximum of 30 days
- Holiday trading scheme
- Matching employer pension contributions (up to 10%)
- Training and development opportunities
- Private medical insurance
- 3 paid volunteering days per year
- Diverse colleague networks including Carers and Pride Alliance
- Health and wellbeing initiatives, including cycle to work and gym discounts
What Will You Be Doing?
- Handling inbound and outbound calls with customers facing payment difficulties
- Assessing customer circumstances and providing appropriate solutions
- Processing mortgage arrears administration accurately and promptly
- Managing litigation and repossession actions through courts
- Collaborating with solicitors for further action
- Supporting vulnerable customers appropriately
- Communicating with empathy to achieve the best outcomes
- Taking payments and managing direct debit administration
What Do We Need From You?
- Previous experience in excellent customer service
- Ability to work under pressure in a fast-paced environment
- Effective communication and listening skills
- General mortgage knowledge or experience is beneficial
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Customer Adviser - Mortgage Arrears employer: Skipton Building Society
Contact Detail:
Skipton Building Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Adviser - Mortgage Arrears
✨Tip Number 1
Familiarise yourself with the mortgage arrears process and common customer concerns. Understanding the challenges customers face will help you communicate more effectively during interviews.
✨Tip Number 2
Practice your communication skills, especially in empathetic listening. Role-playing scenarios with friends or family can help you articulate how you would support customers in financial difficulty.
✨Tip Number 3
Research Skipton Building Society’s values and mission. Being able to align your personal values with theirs during discussions can demonstrate your commitment to their customer-centric approach.
✨Tip Number 4
Network with current or former employees of Skipton Building Society on platforms like LinkedIn. They can provide insights into the company culture and tips for succeeding in the interview process.
We think you need these skills to ace Customer Adviser - Mortgage Arrears
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience and any skills that align with the role of a Customer Adviser in Mortgage Arrears. Emphasise your ability to handle difficult situations and communicate effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for helping customers in financial difficulty. Mention specific examples of how you've successfully supported others in challenging situations, demonstrating your problem-solving skills.
Highlight Relevant Skills: In your application, focus on skills such as empathy, communication, and the ability to work under pressure. These are crucial for the role, so provide examples of how you've demonstrated these in previous positions.
Show Your Motivation: Express your motivation to join Skipton Building Society and contribute to their mission of supporting customers. Mention your eagerness to learn and grow within the company, especially during the training period.
How to prepare for a job interview at Skipton Building Society
✨Show Your Empathy
As a Customer Adviser dealing with mortgage arrears, it's crucial to demonstrate your ability to communicate with empathy. Prepare examples of how you've helped customers in difficult situations before, as this will showcase your understanding of their needs.
✨Understand the Role
Familiarise yourself with the responsibilities outlined in the job description. Be ready to discuss how you would handle specific scenarios, such as assessing customer circumstances or managing litigation actions, to show that you grasp the role's requirements.
✨Highlight Your Customer Service Skills
Since previous experience in excellent customer service is essential, think of instances where you've gone above and beyond for customers. Share these stories during the interview to illustrate your commitment to providing top-notch service.
✨Prepare Questions
Interviews are a two-way street, so prepare thoughtful questions about the company culture, training opportunities, and hybrid working arrangements. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
