Customer Service Advisor – Mortgage & Loans (Glasgow)

About the role

Join Santander's Homes Direct (Servicing) team in Glasgow as a Customer Service Advisor. The role offers a hybrid working pattern, combining office collaboration with flexible remote days, and a 35‑hour week on a rotating schedule.

Key responsibilities

• Handle customer and third‑party mortgage or loan queries and transactions over the phone, with potential Live Chat support after training.
• Encourage customers to use digital services, increasing flexibility and self‑service adoption.
• Build strong relationships by taking ownership and resolving queries at the first point of contact.
• Identify vulnerable customers and detect potential fraud to keep customers and the bank safe.
• Accurately capture information and ensure compliance with policies and regulations.

Required profile

• Excellent verbal and written communication skills.
• Strong computer and numeracy abilities, with the capacity to navigate multiple systems simultaneously.
• Passion for delivering outstanding service and achieving great outcomes for customers.
• Attention to detail to follow policies, regulations, and quality standards.

What we offer

• Starting salary of £25,000 plus a £500 flexible benefit allowance and an 8% discretionary performance‑related bonus.
• 25 days holiday (increasing to 26 after 5 years) plus bank holidays, with the option to purchase up to 5 additional days.
• Pension contributions of 8% (up to 12.5% with employee contributions) and the ability to take part of the contribution in cash.
• Voluntary healthcare benefits at discounted rates, including medical and dental insurance.
• Access to Santander’s employee financial products, wellbeing programmes, and global career development opportunities.