Customer Service Advisors – Mortgage & Loans | S1 | Homes Direct (Servicing) | Glasgow

Customer Service Advisor – Mortgage & Loans (Homes Direct Servicing)

Location: Glasgow, United Kingdom.

We are hiring full‑time Customer Service Advisors for our Homes Direct Servicing team.

Responsibilities

• Handle customer and third‑party mortgage or loan queries and transactions over the phone.
• After training, support customers via Live Chat.
• Encourage customers to adopt our digital channels and choose how they interact with us.
• Identify vulnerability and detect potential fraud to keep customers and the bank safe.
• Collate information accurately to resolve customer queries at first point of contact.

Qualifications

• Excellent verbal and written communication skills.
• Strong computer and numeracy skills, able to navigate multiple systems simultaneously.
• Passion for delivering outstanding service, listening to customer needs and providing great outcomes.
• Excellent attention to detail, ensuring policies, regulations and quality standards are followed.
• Ability to thrive in a fast‑paced environment and adapt to change.
• Reasonable accommodations may be provided for individuals with disabilities.

Compensation & Benefits

• Salary range: £25,000.00 – £31,579.00 per annum (based on a standard 35‑hour week, dependant on experience, qualifications and location).
• £500 annual cash allowance for benefits.
• 25 days holiday plus bank holidays (increases to 26 days after 5 years of service); option to purchase up to 5 contractual days per year.
• Voluntary healthcare benefits at discounted rates, including medical, dental and health assessments.
• Pension: 8% of salary put in; up to 12.5% if the employee contributes, with an optional cash conversion.
• Life assurance and critical illness cover at discounted rates; death‑in‑service and income protection insurance.
• Share plans to share in Santander’s success.
• Access to staff products (e.g., current accounts and credit cards) with no fees.
• Well‑being support across physical, mental, social and financial areas, including fitness, mental health, flexible healthcare and discounts.
• Enhanced family leave, childcare options and tailored support for life stages.
• Volunteer opportunities and global growth prospects.

Compliance & Equality

We are an inclusive employer committed to equal opportunities regardless of age, gender, disability, civil status, race, religion or sexual orientation. Our recruitment experience is accessible, fair and welcoming for all candidates. The role is site‑based with a hybrid working pattern; colleagues are expected to attend the office at least 12 days per month.

All candidates must have the right to work in the UK.

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