Customer Service Specialist- Mortgages

We don't require previous experience. We will provide you with a comprehensive fully paid training program (up to 16 weeks) to ensure that you feel confident and set you up for long-term success in your role. During this time, you will have a chance to meet and engage with your colleagues which will make your journey even more satisfying. You will be the first point of contact for Mortgage Customers and accountable for progressing and tracking initial enquiries through to proceeding with an application, ensuring our customers have a great experience and understand the next steps. As this is the initial role in Mortgage Telephony, joining our team will allow you to gain experience and insight to support your progression into the other Telephony based roles. The difference you'll make:

• Determining customer eligibility for mortgage product options, completing key checks and referring customers through to a Mortgage Relationship Manager or Mortgage Advisor, providing a seamless application process
• Adhering to all quality and control procedures ensuring the delivery of an excellent customer experience
• Determining and maximising any additional opportunities to discuss additional product offerings where appropriate
• Seeking and acting on feedback from colleagues to ensure high quality of referrals and customer satisfaction
  
  These are the essential requirements you need to be successful in this role:
• Excellent communication and customer service skills to allow you to speak with customers over the telephone (such as articulate, clear, good listening/questioning skills, showing empathy where appropriate)
• A positive attitude and a passion to support and help customers with their mortgage needs
• You will require the right to work in the UK (please see details below)
It would also be nice for you to have:
• Computer skills and the ability to navigate around multiple systems at pace
• The ability to manage and track your own contribution across all elements of the role with a structured and well organised approach to work
• The ability and/or willingness to utilise the available tools to support customers and their outcomes.
• An awareness of financial services, regulation and competitor activities
What else you need to know: This role is based in Bradford. We want our people to thrive at work and home, and also be able to deliver the best outcomes for our customers and to help each other develop. To support this, we offer site-based contracts with a hybrid working pattern and our expected level of attendance in an office is at least 12 days per month (pro-rata for part-time roles).

If you're interested in this role but with part time hours or a job-share we would still love to hear from you and discuss these. We're happy to discuss specific working patterns and arrangement within this hybrid approach during the recruitment process. You'll work five seven-hour rotational shifts, between 09:00 to 18:00 Monday to Friday, and 09:00 to 14:00 Saturday, (lieu days will be given when working Saturdays). 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 a salary, we offer a wide range of benefits that you can choose from and tailor to your needs.
• Starting salary of £23,036 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.