Mortgage Support Advisor (Hybrid, Manchester)

About the role

We are seeking a compassionate Mortgage Support Advisor to join our Manchester team on a permanent, full‑time basis. Working hybrid (three days in the office, two days remote), you will provide empathetic assistance to customers facing mortgage difficulties.

Key responsibilities

• Answer inbound customer calls, guiding them through mortgage issues and identifying suitable solutions.
• Maintain a professional, empathetic tone while meeting call objectives and service level agreements.
• Accurately record all interactions in the relevant systems.
• Adhere to regulatory requirements, internal procedures and KPI targets.

Required profile

• Previous experience in mortgage support or a similar financial advisory role.
• Experience in a call‑centre or phone‑based environment.
• Strong communication skills, especially when handling sensitive situations.
• Ability to work to targets and within a regulated framework.

Required skills

• Mortgage support knowledge
• Debt collections (desirable)

What we offer

• 35‑hour week, Monday‑Friday.
• Hybrid working – three days in the office, two days remote.
• Generous holiday allowance with the option to buy or sell days.
• Life assurance and employee assistance programme.
• Season‑ticket loan and other employee benefits.