At a Glance
- Tasks: Be the first point of contact for mortgage customers, providing real help with their journeys.
- Company: Join YBS, a member-focused organisation that values people over profits.
- Benefits: Enjoy 25 days holiday, health perks, and a bonus scheme up to 15%.
- Other info: Flexible working options available after training, with opportunities for personal growth.
- Why this job: Make a positive impact on customers' lives while developing your career in a supportive environment.
- Qualifications: Customer service experience and excellent communication skills are essential.
The predicted salary is between 28800 - 43200 € per year.
An exciting opportunity has arisen to join the Mortgage Advice Team based in our busy Bradford contact centre!
About the Role
As a Mortgage Customer Service Representative, you’ll be the first point of contact in our telephony team taking inbound calls from our new and existing mortgage customers. Our purpose is to provide “Real help with Real lives,” and your contribution will be pivotal in ensuring our customers have the best possible mortgage journey with YBS. As part of a dynamic team in a constantly evolving environment, each call presents an opportunity to fulfil our purpose and create a positive and joyful experience for all our customers.
The role responsibilities will include:
- Supporting new and existing customers through a variety of channels e.g. telephony & digital.
- Handling a variety of scenarios from our customers, which may include providing help to purchase their first home or assisting existing customers who are looking to secure a new rate.
- Completing full eligibility and affordability checks and working collaboratively with our Mortgage Advisors to ensure we deliver a seamless customer journey.
Career development is a priority for us, and we take pride in supporting colleagues on their personal growth journeys. Within our organisation, there are opportunities to develop both within the wider business and across individual departments. For example, we’ve supported colleagues who chose to pursue their CeMAP qualification, helping them build valuable skills and broaden their future career options. Many have gone on to progress into different roles across the organisation, demonstrating the potential pathways available for those who wish to grow and take on new challenges.
Please Note: The initial training period will require full time attendance in the office. This role does offer hybrid working once full competent in the role, however you will still be expected to be in the office 2-3 days a week.
If you are selected for interview these will take place 30th March 1st April 2026
About You
We are looking for passionate individuals who are committed to delivering an exceptional customer service. You will be working in a fast-paced environment; therefore, the successful applicant will need to have the ability to work in an agile manner.
You will also need to have:
- Previous experience of working in a telephony-based environment or ability to demonstrate telephony skills.
- Excellent verbal and listening skills.
- Previous experience of building positive relationships with colleagues and customers.
- Knowledge of Microsoft systems.
About us
At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
Flexibility.
We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime to discuss this during the recruitment process.
Development.
We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity.
We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.
About our Benefits
We offer lots of fantastic rewards that you can make the most of in and out of work, including:
- Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
- Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
- Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
- Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
- My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.
Ready to apply?
If you’re excited about this role and want to be part of the YBS team, click apply now to send us your application.
Ready to apply?
Great with people? Then we think it would be great to meet you. Apply now!
Please note: This role is known internally as: Customer Service Representative
Mortgage Customer Service Representative in Bradford employer: Yorkshire Building Society Group
At YBS, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee growth and development. Our Bradford contact centre provides a dynamic environment where you can thrive, with flexible working options and comprehensive training to help you advance your career, including opportunities to pursue qualifications like CeMAP. With generous benefits such as 25 days of holiday, a competitive pension scheme, and a focus on health and wellbeing, YBS is committed to ensuring that you have a fulfilling and rewarding career journey.
Contact Detail:
Yorkshire Building Society Group Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Mortgage Customer Service Representative in Bradford
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on YBS. Understand their values and what they stand for. This will help you connect with the interviewers 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 calls and give you a chance to showcase your problem-solving skills during the interview.
✨Tip Number 3
Be yourself! YBS values inclusivity and authenticity, so don’t be afraid to let your personality shine through. Share your experiences and how they’ve shaped your approach to customer service – it’ll make you memorable!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your appreciation for the opportunity and reinforces your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Mortgage Customer Service Representative in Bradford
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let us see your enthusiasm for helping customers. Share specific examples of how you've gone the extra mile in previous roles to create positive experiences.
Tailor Your Application:Make sure to customise your application to highlight relevant experience and skills that match the job description. We want to see how your background aligns with our mission of providing 'Real help with Real lives.'
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications.
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 this exciting opportunity with YBS.
How to prepare for a job interview at Yorkshire Building Society Group
✨Know Your Stuff
Before the interview, make sure you understand the mortgage process and the role of a Mortgage Customer Service Representative. Brush up on common customer queries and scenarios you might encounter, so you can demonstrate your knowledge and readiness to help customers.
✨Showcase Your Customer Service Skills
Prepare examples from your previous experience where you provided exceptional customer service. Think about times when you resolved issues or built positive relationships with customers. This will show that you’re not just capable but passionate about delivering great service.
✨Practice Active Listening
During the interview, practice active listening. Make sure to listen carefully to the questions being asked and respond thoughtfully. This will not only help you answer accurately but also demonstrate your excellent verbal and listening skills, which are crucial for this role.
✨Be Yourself
YBS values inclusivity and authenticity, so don’t be afraid to let your personality shine through. Share your motivations and what drives you to work in customer service. This will help you connect with the interviewers and show that you’d fit well within their team culture.
