Customer Service Representative – Mortgage & Savings Administration

Customer Service Representative – Mortgage & Savings Administration | £27,000–£29,000 per annum

Family Building Society is seeking a compassionate and detail-oriented Customer Service Representative to join its Mortgage & Savings Administration team. This full-time role offers a supportive work environment, hybrid flexibility, and opportunities for professional development.

Job Title
:
Customer Service Representative – Mortgage & Savings Administration
Company
:
Family Building Society
Location
:
Epsom, Surrey KT17 4NL
(Hybrid after probation)
Salary
: £27,000–£29,000 per annum
Contract Type
:
Permanent
Hours
:
Monday–Friday, 9:00–17:30 (1-hour lunch)
Job Reference
:
Not specified
Closing Date
:
Rolling – early applications encouraged

Family Building Society is a forward-thinking financial services organisation with a strong focus on customer care, innovation, and teamwork. With around 250 employees at its Epsom headquarters, the Society is committed to growth and values-driven service.

You’ll deliver high-quality support for mortgage and savings accounts, handling complex cases with professionalism and empathy. The role involves customer interaction, administrative accuracy, and collaboration across teams to ensure seamless service delivery.

• Provide empathetic support for complex mortgage cases and sensitive customer situations
• Manage administration for Buy to Let, Transfer of Equity, Interest Only mortgages, and other schemes
• Handle deceased customer accounts, Powers of Attorney, and third-party authorities
• Prepare clear, customer-focused correspondence and documentation
• Manage mortgage arrears processes and reporting
• Support system and product testing
• Ensure compliance with policies and procedures
• Collaborate with internal teams and external stakeholders

• Proven experience in administration (ideally in financial services)
• Strong customer service and communication skills
• High attention to detail and accuracy
• Calm and professional under pressure
• Strong organisational and time management skills
• Proficiency in Microsoft Excel and data analysis
• GCSE grades above C in English and Maths
• Right to work in the UK

• Experience handling sensitive financial cases
• Analytical mindset and proactive approach
• Team-oriented with coaching and support capabilities

• Company pension
• Free parking permit
• Free tea, coffee, and fruit
• 25 days holiday (increasing to 28 with service)
• Support for professional study and development