Customer Service Representative; Mortgage Advice Team

At YBS, we believe great things happen when people are supported, encouraged, and given the chance to grow. Whatever stage of your career you’re at, this is an opportunity to build meaningful skills, gain confidence, and be part of something you can truly feel proud of.

We’re looking for people to join our Mortgage Advice Team as Mortgage Customer Service Representatives on a permanent basis.

While this isn’t a Mortgage Advisor role, you’ll work closely with our advisors, supporting them behind the scenes to ensure a smooth and seamless experience for our customers.

You don’t need previous financial services experience or years in customer service. From day one, you’ll receive full training and ongoing development to help you build confidence and develop the skills needed to succeed.

What matters most to us is your attitude. a willingness to learn, a genuine passion for helping customers even when queries are complex, and enthusiasm for making a real difference in people’s lives.

In return, you’ll be part of an ambitious and supportive culture, helping our members with real help for real life.

As a Mortgage Customer Service Representative, you’ll be the first point of contact for our mortgage customers, supporting them via phone and digital channels.

You’ll play an important role in helping people at key moments in their lives from buying their first home to managing an existing mortgage. Every interaction is an opportunity to make a positive difference.

• Supporting new and existing mortgage customers via phone and digital channels
• Handling a wide range of queries, including first-time buyers and product rate changes
• Completing eligibility and affordability checks
• Working closely with Mortgage Advisors to deliver a smooth, joined-up customer journey
• Providing clear, accurate, and empathetic support tailored to individual needs

We’re looking for someone who:

• Is motivated to go the extra mile for colleagues and members, contributing to shared goals
• Thrives in a dynamic, changing environment and embraces change with curiosity and positivity
• Values diversity and appreciates different perspectives, experiences, and skills
• Demonstrates empathy and emotional intelligence, creating a welcoming and supportive experience
• Builds strong, respectful relationships with both members and teammates
• Has a growth mindset and is eager to learn through training and development opportunities
• Is confident using digital tools and open to learning new technologies
• Is committed to personal development and staying future ready

Note: The initial training period will require full time attendance in the office. This role does offer hybrid working once fully competent in the role, however you will still be expected to be in the office 2-3 days a week.

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.

Note: If successful in the role, you may be issued a refreshed contract. If you’d like to talk to us about this and any impact there may be on your current benefits get in touch.