Credit Management Adviser

Skipton International Ltd; Skipton; Hybrid; GBP 30,000 - 34,000; Full time

Job summary

A leading mutual building society in England seeks a Credit Management Adviser to support customers facing financial difficulties with empathy and expertise. You'll handle inbound and outbound communications, manage mortgage arrears, and collaborate with various stakeholders, providing the right solutions for our members. Required skills include customer service experience, resilience under pressure, and strong communication abilities. The role offers competitive salary and benefits, including a hybrid working environment.

Benefits

Annual discretionary bonus scheme

25 days annual leave plus bank holidays

Matching employer pension contribution (up to 10%)

Private medical insurance

Paid volunteering days

Discounted gym membership

Qualifications

• Experience in credit or debt management roles is preferred.
• Ability to handle complex customer situations with empathy.
• Understanding of financial difficulties and appropriate support solutions.

Responsibilities

• Manage inbound and outbound calls, assisting customers in financial distress.
• Process mortgage arrears administration accurately.
• Collaborate with solicitors for litigation actions.

Skills

Customer service expertise

Handling vulnerable customers

Proactive and resilient

Strong communication skills

Ability to work under pressure

Job description

**Cookie Policy – Privacy Message*** **Application Security Management (ASM) cookie****s*** If you ignore the cookie banner or choose to **decline**To support our careers site and recruitment journey we use third party websites. When entering these websites you will be subject to the cookie policies of that website. Please familiarise yourself with these cookie policies and make choices based on your needs.Cookie duration depends on the cookie type:* **\_ga** - Expires after 2 years (1st party)* **\_gat\_UA-nnnnnnn-nn*** **gid** - Expires after 1 day (1st party)* **\_ga\_nnnnnnnnnn** - Expires after 2 years (1st party)Credit Management Adviser page is loaded## Credit Management Adviserlocations: Skipton, Englandtime type: Full timeposted on: Posted 5 Days Agojob requisition id: JR3511## **Hours:**35 hours per week, working shifts based on the department opening hours of 8am-6pm Mon-Thurs, 8.30-5.30 Friday and Saturday 9am-12pm on rotation (once a month). This role requires a minimum of 3 days per week to be worked from Head Office dependent on competence and business requirements. There are both permanent and fixed term contract (secondment) roles available## **Salary:**£33,400 Per Annum## **Closing Date:**Tue, 20 Jan 2026**The salary for the role is between £30,000 and £33,400 PA dependent on skills and experience.**Big things are happening in our Homes Business. As we continue to help more people into homes, we're growing our Credit Management Team to ensure our customers receive the support they need - especially during life's more challenging moments.We're here to help customers navigate financial difficulties and personal changes with empathy and expertise, to find the right solution for them and the Society. If you have a strong mortgage background, are customer obsessed and have a passion for helping people, we'd love to hear from you.Not just another building society. Not just another job.We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.You’ll be joining one of our four Credit Management Teams, each made up of level 1 and 2 Advisers, Senior Consultants, and Team Leaders. Together we work to fully understand customers’ circumstances, identify the support we can offer, and deliver the best possible outcomes. Collaboration is key – we work closely with other areas of the Homes business, the wider Society, and external stakeholders such as field agents and solicitors.Conversations can sometimes be challenging and may involve supporting customers in vulnerable situations, taking further action, or working with solicitors where necessary. You’ll be part of a team that handles these situations with care and professionalism, and we’ll make sure you have the tools and knowledge you need to succeed.**Training and Support**You’ll be provided with a structured training plan, covering all aspects of our processes including forbearance options, dealing with vulnerable customers and litigation. Training is ongoing, and you’ll be included in various team sessions to keep your knowledge up to date.Your ongoing development is paramount to us, and we’ll support to enhance your career:Progression is driven and determined by increasing responsibilities, knowledge, experience, and skilled across multiple areas, as you evolve into an SME.* Handling both inbound and outbound calls with a wide range of customers who may be struggling to make payments, and identifying customers with vulnerabilities so we can provide the right support* Taking individual customers circumstances into account to assess affordability and offer appropriate solutions, including referrals to outside support agencies* Accurately and promptly processing mortgage arrears administration, including taking payments and managing direct debit arrangements* Managing the delivery of the litigation and repossession action through the courts, ensuring all actions are appropriate, and liaise with Solicitors when required* Communicating with empathy when discussing customers’ situations, while securing the right outcome for both the customer and the SocietyAs a more experienced adviser, you will be acting as an escalation point for colleagues and be multi skilled across all mortgage types, dealing with complex accounts. You will also be dealing with the entire end to end arrears journey, having a full understanding of Litigation, Receivership and Debt Recovery.Mortgage knowledge is great, but not essential. If you don’t have it, experience in a related credit / debt management role will make you a perfect fit.We’re looking for individuals who have strong experience with vulnerable customers, and are experts in supporting customers experiencing financial difficulty. You’ll be customer obsessed, focused on providing a supportive environment where customers are listened to, heard, and given a great experience – even when things are tough.You’ll need:* To be proactive and resilient to effectively support our members in challenging circumstances* The ability to work under pressure in fast paced environments, adapting and responding to various customer needs* Strong communication and listening skills, able to explain complex information in understandable ways* The ability to liaise with different stakeholders, from across the business and externally* To embody our behaviours framework – brave, accountable, curious and collaborativeSkipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.We have a range of other benefits available to you including;* Annual discretionary bonus scheme* 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days* Holiday trading scheme allowing the ability to buy and sell additional annual leave days* Matching employer pension contribution (up to 10% per annum)* A commitment to training and development* Private medical insurance for all our colleagues* 3 paid volunteering days per annum* Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups* We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership.