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Customer Service Advisor - Mortgage and Loans

Closing date
8 Nov 2021

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Contract Type
Full Time
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Why apply for this role?

For our callers, who could be Customers, Solicitors, Brokers, or internal colleagues, you'll be more than just the friendly voice of Santander. You'll be a listener and problem solver at critical and key moments in a customer's life.

It's what makes this role so rewarding. Whether you're helping someone about to move into their new dream home, or congratulating them for repaying their mortgage in full, you'll never know what the next caller might need, and no two customers are the same.

What's not in doubt is that you'll have plenty of support. Life in Mortgage and Loans can be busy and challenging, so we know how important it is we all help and support each other in our close-knit teams. We take each other seriously too. If you have an idea about how we can improve things, we want to hear it.

You're the eyes and ears of our business after all.

What you'll be doing
  • Servicing inbound calls from customers, brokers, solicitors and 3rd parties, either through personal ownership or by liaising with other areas (e.g. internal Departments; escalating issues or complaints), according to the process
  • Using various systems to ensure all queries raised are fully answered, ensuring the account is accurately updated to reflect conversations
  • Performing high value transactions on customers' accounts,
  • Achieving Key Performance Indicators such as Quality Assurance targets and AHT targets
  • Displaying Santander's 9 behaviours in conjunction with our Mortgage Centre of Excellence ethos

What you will bring
  • Excellent communication and customer service skills (e.g. articulate, clear, good listening/questioning skills, showing empathy where appropriate)
  • Strong computer and numeracy skills with the ability to navigate around multiple systems at pace

It would also be nice for you to have
  • Resilience and problem-solving skills
  • A structured approach to work and well organised
  • Excellent attention to detail to ensure quality standards are maintained
  • Flexible, approachable and works well under pressure

What else you need to know

This role is based remotely and will require you to be within a reasonable travelling distance from our Teesside office as our contract requires flexibility to attend the site for meetings/training.

We're recruiting full-time roles where shifts will be scheduled within our opening hours which are 08:00-19:00 Monday-Friday & 09:00-14:00 Saturday (lieu days will be given when working Saturdays).

Given the impact of the Coronavirus outbreak we will be conducting all interviews via telephone or video-conference where possible.

How we'll reward you

As well as a competitive salary, you'll enjoy a benefits package that you can tailor to your needs.
  • Starting salary between £17,370 - £18,284 dependent on experience
  • £500 Flexible Benefits Allowance
  • Eligible for a discretionary performance-related annual bonus
  • Pension with generous contributions of up to 12.5% from Santander, depending on your own contribution and length of employment with us
  • 25 days' holiday plus bank holidays, with the option to purchase up to 5 contractual days per year
  • Voluntary healthcare benefits at discounted rates such as private medical insurance, dental insurance, healthcare cash plan and health assessments
  • Benefits supporting you and your family, such as death-in-service benefit, income protection, and voluntary life assurance and critical illness cover
  • 24/7 access to an online employee discount platform
  • Share in Santander's success by investing in our Sharesave and Partnership shares plans
  • Support your favourite causes through charitable giving and our community partnerships

For more information about our wide range of benefits and family friendly policies visit our website.

Why Santander?

At Santander, with only a small action or a simple idea, you can achieve great things. You can improve the daily life of more than 140 million people. You can collaborate with a friendly team of more than 200,000 employees.

It doesn't stop there. You'll also be part of a vibrant organisation that's been reinventing itself for more than 160 years. One that invests millions of pounds in training its people every year. One that helps more than 2 million people every year with social programmes.

We call it #TheSantanderEffect.

Equal Opportunities

Santander are an equal opportunities employer. When we talk about diversity, we don't just want to pay lip service. Our customers come from a wide range of backgrounds, and so do our people. It's important to us that we create an inclusive culture where everyone counts.

For more information on our commitment to equal opportunities, please visit our diversity page here.

What to do next

For this role we have partnered with HireVue and are using their Video Assessment tool.

This means you will have some video interview questions, a couple of gamified assessments and a written question to answer. We want you to be able to complete your assessment anytime, anywhere - with ease. We also take seriously our commitments to Climate Change and with new approach, no one has to drive, catch a bus or train to come for an interview, meaning this is much better for our planet as well.

You will receive your assessment the next working day of your application so please check your inbox.

If this sounds like a role you're interested in, then please apply on the link below.
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