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

Customer Service Advisor – Homes Direct Servicing (Glasgow)

We’re hiring full‑time Customer Service Advisors for our Homes Direct Servicing team in Glasgow. This hybrid role blends office collaboration with flexibility and will support customers across mortgage and loan queries, digital interactions, fraud detection, and information accuracy.

• Handle customer and third‑party mortgage or loan queries and transactions over the phone (and via Live Chat once trained).
• Inspire customers to embrace our digital evolution, offering choice of interaction.
• Identify vulnerability and detect potential fraud to keep customers and the bank safe.
• Collate information accurately to resolve queries at first point of contact.

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

• Salary Range: £25,000.00 – £31,579.00 per annum (depending on experience), based on a standard 35‑hour week.
• £500 annual cash allowance for benefits.
• 25 days holiday plus bank holidays, increasing to 26 days after 5 years; option to purchase up to 5 contractual days per year.
• Voluntary healthcare benefits at discounted rates (medical, dental, health assessments).
• Pension:
  Santander matches up to 8% of salary, and can contribute up to 12.5% (cash option available).
• Company‑funded death‑in‑service benefit and income protection insurance; optional discounted life assurance and critical illness cover.
• Share plans and employee product discounts (e.g., Edge Current Accounts, Credit Cards).
• Wellbeing support across physical, mental, social and financial pillars (apps, gym access, online classes, flexible healthcare, mental health support).
• Expanded family leave, childcare options and tailored wellbeing support.
• Volunteering opportunities and global growth across Santander’s international network.

Roles are site‑based with a hybrid working pattern; employees are expected to attend the office at least 12 days per month (pro‑rata for part‑time). All candidates must have the right to work in the UK.

At Santander, we’re proud to be an inclusive organisation that provides equal opportunities for everyone — regardless of age, gender, disability, civil status, race, religion or sexual orientation. We are committed to creating an accessible, fair and welcoming recruitment experience for all.

If you’re interested, please apply. For recruitment process assistance, contact