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- Tasks: Be the first point of contact for mortgage customers, providing support via calls and digital channels.
- Company: Join YBS, a member-focused organisation that values people over shareholders.
- Benefits: Enjoy flexible working options, 25 days holiday, bonuses, and health benefits.
- Why this job: Make a real impact on customers' lives while developing your career in a supportive environment.
- Qualifications: Previous telephony experience and excellent communication skills are essential.
- Other info: Initial training is full-time in the office; hybrid work available post-training.
The predicted salary is between 24000 - 36000 ÂŁ 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 assisting our colleagues on their personal growth paths. Within our organisation, there are opportunities to advance both within the business and specific departments. For instance, we’ve provided support to many of our colleagues by helping them to pursue their CeMAP qualification. Many of them have since become successful Mortgage Advisers, contributing to a future ready and customer focussed society for years to come.
Please Note: The initial training period for this role begins on 04/08/2025 and lasts for 6 weeks. During this time, full-time attendance in the office is required from 9:00 AM to 4:30 PM, Monday to Friday. Once you are fully competent in the role, hybrid working is available, but you will still be expected to be in the office 2-3 days a week.
If you are selected to attend an assessment centre, these will be held on 1st /2nd & 3rd July in our Bradford Head Office.
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 during the recruitment process to discuss this.
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 we’re 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 to 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? Great with people? Then we think it would be great to meet you. Apply now!
Mortgage Customer Service Representative employer: Yorkshire Building Society
Contact Detail:
Yorkshire Building Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Mortgage Customer Service Representative
✨Tip Number 1
Familiarise yourself with the mortgage process and common customer queries. Understanding the basics of mortgages will help you engage confidently with customers and demonstrate your commitment to providing excellent service.
✨Tip Number 2
Practice your telephony skills by simulating customer calls with friends or family. This will help you become more comfortable handling various scenarios and improve your verbal communication, which is crucial for this role.
✨Tip Number 3
Research YBS and its values thoroughly. Being able to articulate how your personal values align with theirs during the interview can set you apart from other candidates and show that you're a great fit for their team.
✨Tip Number 4
Prepare questions to ask during the assessment centre. Showing genuine interest in the role and the company can leave a positive impression on the interviewers and demonstrate your enthusiasm for joining the team.
We think you need these skills to ace Mortgage Customer Service Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and telephony roles. Use specific examples that demonstrate your ability to handle customer inquiries effectively.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer service. Mention how your skills align with the role's responsibilities, such as supporting customers through various channels and building positive relationships.
Showcase Communication Skills: In your application, emphasise your excellent verbal and listening skills. Provide examples of how you've successfully communicated with customers or colleagues in previous roles.
Highlight Adaptability: Since the role requires working in a fast-paced environment, mention any experiences where you had to adapt quickly to changes or manage multiple tasks simultaneously.
How to prepare for a job interview at Yorkshire Building Society
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Mortgage Customer Service Representative. Familiarise yourself with the key tasks such as handling inbound calls, conducting eligibility checks, and supporting customers through their mortgage journey.
✨Showcase Your Communication Skills
Since this role involves a lot of telephony work, it's crucial to demonstrate your excellent verbal and listening skills during the interview. Practice clear and concise communication, and be prepared to discuss how you've successfully built relationships with customers in the past.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and customer service skills. Think of examples from your previous experience where you handled difficult situations or provided exceptional service, and be ready to share these stories.
✨Express Your Passion for Customer Service
The company values individuals who are passionate about delivering exceptional customer service. Be sure to convey your enthusiasm for helping others and your commitment to creating positive experiences for customers throughout the interview.