Customer Service Representative

Location: Newcastle upon Tyne

Ready to Build an Extraordinary Career in Financial Services?

Join our dynamic team! We're offering a competitive salary between £25,000 - £26,500, depending on your experience. Grow with us and be rewarded for your expertise and dedication

How you’ll help us live our purpose

We’ve been helping our members save for their future and buy a home of their own since 1875. By joining us, you’ll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It’s a purpose that drives everything we do and one we’re proud of. And you can play your part too – join our dedicated team in Our Contact centre and we’ll support you to give our members the great service we pride ourselves on, whatever they’re saving for.

Hours of work:

Our vibrant contact centre is open Monday to Friday 8am-8pm and Saturdays 9am-5pm.

You’ll work 35 hours per week on a set rota, including one in three Saturdays.

Hybrid working is available with up to 60% of your time at home once you have successfully passed your probation and demonstrated the required level of competence to work independently, subject to manager approval.

Visa Sponsorship:
This role does not meet the eligibility criteria for sponsorship under the Skilled Worker visa route. Therefore, we are only able to consider applications from individuals who already have the right to work in the UK without employer sponsorship.

The induction date is planned for the 18th January 2027

How you’ll make a difference

Being a Customer Representative is about much more than answering calls.

Every customer is different. Two customers may contact us with what initially appears to be the same query, but their circumstances can mean completely different criteria, processes, actions or support requirements apply.

You’ll need to understand what the customer is trying to achieve, gather the right information, identify what’s important, interpret detailed criteria and determine the correct next step.

That could mean completing an everyday savings or mortgage request, supporting a customer with our digital services, working through detailed eligibility criteria or identifying the correct route for a more complex mortgage journey.

Whatever your day brings, your work will really make a difference and you’ll feel proud of delivering positive outcomes for our customers.

What you’ll bring to the role:

• Experience of working in a customer service environment.
• Ability to problem solve and apply logical reasoning to your actions
• Have strong communication and interpersonal skills and can build positive and relationships with customers and colleagues.
• Ability to handle high volumes of calls efficiently and with professionalism.
• Ability to manage own your workload and structure your day. Can prioritise and multi-task when required whilst completing tasks to a high standard.
• Show empathy and resilience when faced with demanding situations and can adapt to a wide variety of customer scenarios.
• Ability to process verbal and written information.
• Computer literate and is comfortable with Microsoft Word and basic Excel.

And in return, you’ll get the best from us:

• An annual colleague bonus of up to 12%
• Hybrid working with 60% of your time at home
• Bupa Health Cash Plan
• Matched pension contributions of up to 10%
• 26 days holiday, plus bank holidays and holiday purchase scheme of up to 5 days each year
• Colleague Mortgage and Saver products
• 2 days’ volunteering per year

We’ll give you a place to belong with the support to learn, develop and shape a meaningful career.

Why choose Leeds Building Society?

Our business is centred around our people. Our colleagues are at the heart of everything we do and we’re extremely proud of our Inclusive Employers Gold accreditation in 2023. We’re committed…