Customer Service Advisors – Mortgage & Loans | S1 | Homes Direct; Servicing

Job Title

Customer Service Advisor – Mortgage & Loans

Bradford, United Kingdom

Homes Direct (Servicing) is looking for Customer Service Advisors to work 35 hours per week in our Bradford office. The role involves handling mortgage and loan enquiries over the phone (and potentially live chat after training), guiding customers through digital channels, and ensuring the safety and compliance of all interactions.

• Handle customer and third‑party mortgage or loan queries and transactions over the phone.
• Support customers via live chat after full training.
• Encourage and facilitate customers’ adoption of digital channels.
• Identify vulnerability and potential fraud to keep the bank safe.
• Collate accurate information to resolve queries at first contact.

• Excellent verbal and written communication skills.
• Extensive computer and numeracy skills, able to navigate multiple systems simultaneously.
• Passion for delivering outstanding customer service with strong listening skills.
• Excellent attention to detail, ensuring policies, regulations and quality standards are followed.
• Ability to thrive in a fast‑paced environment and adapt to change.

Base salary £25,000 per annum plus a £500 flexible benefit and a discretionary bonus up to £1,920.

Hybrid working pattern; 25 days holiday plus bank holidays (26 days after 5 years). Pension, health and well‑being benefits, share plans and other standard Santander benefits.

We are an inclusive organisation that provides equal opportunities for everyone, regardless of age, gender, disability, civil status, race, religion or sexual orientation. All candidates must have the right to work in the UK.