Customer Service Adviser

Benefits

• Competitive Salary: £25,000 - £28,000 per annum, depending on experience
• Holiday: 33 days holiday
• Pension: 5% employee contribution 8.5% employer contribution
• Hybrid Working: with the expectation to be present in the office, after a training will be bi-weekly/when required
• Employee Extras such as:
  Life assurance, income protection, flexible working, buy/sell holiday, mental health support, and more

In this role, you will manage mortgage accounts and arrears cases, providing exceptional support and guidance to customers. You will liaise with internal teams and external stakeholders to ensure compliance with regulatory and company policies, maintain accurate records, and contribute to continuous process improvements. This role is 35 hours per week, Monday - Friday, covering 9am - 5pm.

• Manage mortgage accounts accurately, ensuring efficient and timely servicing.
• Monitor arrears cases and support customers in agreeing sustainable solutions.
• Provide outstanding customer service to members in financial difficulty.
• Liaise with internal teams and external stakeholders to maintain regulatory and policy compliance.
• Keep detailed interaction records and escalate complex cases as required.
• Support continuous improvement within the mortgage servicing and arrears team.

As a Customer Service Adviser / Mortgage Servicing and Arrears Officer you will ideally have experience in mortgage servicing, arrears management, or a similar financial services role. Knowledge of mortgage products, regulatory requirements, and arrears processes is desirable. You are customer-focused, empathetic, and highly organised, with excellent communication and interpersonal skills. You can work independently and as part of a team, handling sensitive conversations with professionalism.

Proficiency in financial systems and Microsoft Office is required.

At Saffron Building Society, we value our employees and provide a supportive, inclusive working environment. We pride ourselves on delivering excellent member experiences while fostering collaboration, diversity, and personal growth. We provide opportunities for professional development, competitive benefits, and a chance to make a meaningful impact in the lives of our customers. This is more than just a job, it's an opportunity to make a difference while developing your career within a values-led organisation.

If you have all the relevant skills and experience for the Customer Service Adviser / Mortgage Servicing and Arrears Officer role and would like to be considered, please apply by forwarding an up-to-date CV as soon as possible. We look forward to hearing from you.

Please check your email inbox and spam / junk mail folder for any email correspondence for this vacancy.

No recruitment agencies, please.

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