Customer Service Representative – Mortgage & Savings Administration | £27,000–£29,000 per annum

School Result; Epsom; On-site; GBP 27,000 - 29,000; Full time

Job summary

A financial services organization in Epsom seeks a Customer Service Representative for Mortgage & Savings Administration. The role involves providing support for mortgage accounts, managing complex cases, and maintaining administrative accuracy. Candidates should have strong customer service skills and relevant administrative experience. This full-time position includes benefits like a company pension and professional development support.

Benefits

Company pension

Free parking permit

25 days holiday (increasing to 28 with service)

Support for professional study

Qualifications

• Proven experience in administration, ideally in financial services.
• Calm and professional under pressure.
• Strong communication skills required.

Responsibilities

• Deliver high-quality support for mortgage and savings accounts.
• Manage administration for complex mortgage cases.
• Prepare clear customer-focused correspondence.

Skills

Administration experience

Customer service skills

Attention to detail

Organizational skills

Proficiency in Microsoft Excel

Education

GCSE grades above C in English

GCSE grades above C in Maths

Job description

Customer Service Representative – Mortgage & Savings Administration | £27,000–£29,000 per annum

Family Building Society is seeking a compassionate and detail-oriented Customer Service Representative to join its Mortgage & Savings Administration team. This full-time role offers a supportive work environment, hybrid flexibility, and opportunities for professional development.

Job Title: Customer Service Representative – Mortgage & Savings Administration
Company: Family Building Society
Location: Epsom, Surrey KT17 4NL (Hybrid after probation)
Salary: £27,000–£29,000 per annum
Contract Type: Permanent
: Monday–Friday, 9:00–17:30 (1-hour lunch)
Job Reference: Not specified
Closing Date: Rolling – early applications encouraged

About the Company

Family Building Society is a forward-thinking financial services organisation with a strong focus on customer care, innovation, and teamwork. With around 250 employees at its Epsom headquarters, the Society is committed to growth and values-driven service.

Role Overview

You’ll deliver high-quality support for mortgage and savings accounts, handling complex cases with professionalism and empathy. The role involves customer interaction, administrative accuracy, and collaboration across teams to ensure seamless service delivery.

Key Responsibilities

• Provide empathetic support for complex mortgage cases and sensitive customer situations
• Manage administration for Buy to Let, Transfer of Equity, Interest Only mortgages, and other schemes
• Handle deceased customer accounts, Powers of Attorney, and third-party authorities
• Prepare clear, customer-focused correspondence and documentation
• Manage mortgage arrears processes and reporting
• Support system and product testing
• Ensure compliance with policies and procedures
• Collaborate with internal teams and external stakeholders

Required Skills and Experience

• Proven experience in administration (ideally in financial services)
• Strong customer service and communication skills
• High attention to detail and accuracy
• Calm and professional under pressure
• Strong organisational and time management skills
• Proficiency in Microsoft Excel and data analysis
• GCSE grades above C in English and Maths
• Right to work in the UK

Preferred

• Experience handling sensitive financial cases
• Analytical mindset and proactive approach
• Team-oriented with coaching and support capabilities

What We Offer

• Company pension
• Free parking permit
• Free tea, coffee, and fruit
• 25 days holiday (increasing to 28 with service)
• Support for professional study and development
• Do you have the right to work in the UK?
• Do you have GCSE grades above C in English and Maths?

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