Customer Service Advisors, Santander

Mortgage & Loans, S1, Homes Direct, Servicing

£25-28.8k

Plus the opportunity to earn a discretionary performance-related bonus of 8% of salary

Junior and Mid level

Glasgow

More information about location

Retail and commercial bank

Be an early applicant

Retail and commercial bank

1001+ employees

B2CB2BBanking

Be an early applicant

£25-28.8k

Plus the opportunity to earn a discretionary performance-related bonus of 8% of salary

Junior and Mid level

Glasgow

More information about location

1001+ employees

B2CB2BBanking

Company mission

To help people and businesses prosper.

Job

Company

Role

Who you are

Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We’re enabling teams to go beyond by valuing who they are and empowering what they bring
The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Excellent verbal and written communication skills (Required)
Extensive computer and numeracy skills, having the ability to navigate multiple systems at once (Required)
A passion for delivering outstanding service, listening to customer needs and providing great outcomes (Required)
Excellent attention to detail, ensuring policies and regulations and quality standards are followed. (Preferred)
The ability to thrive in a fast-paced environment, and adapt to change. (Preferred)

What the job involves

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible
This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference
Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management
Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers, improve efficiency and drive value creation
Our Homes Direct (Servicing) team in Glasgow are looking for Customer Service Advisors to join us , working 35 hours per week , on a rota’d basis Monday to Friday 08:00am - 18:00 pm and Saturday 8am - 14:00pm (with a day off in lieu)
If you have a passion for customer service and are looking for a role which allows you develop a career doing what you love, then please read on
By joining our team, you'll benefit from the best of both worlds: the flexibility of a hybrid role and the advantages of being part of a collaborative office environment
As a Customer Service Advisor, you’ll bring energy, empathy, and professionalism to every interaction. Whether you’re helping a customer secure their dream home, supporting them with their mortgage, or answering loan queries—no two conversations will be the same
We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:
Handling customer and third-party mortgage or loan queries and transactions over the phone. Once fully trained, you may have the opportunity to support via Live Chat too
Encourage customers to embrace digital services, giving them more flexibility in how they interact with us
Build strong relationships by taking ownership and resolving queries at first point of contact
Keeping our customers and the bank safe, by identifying vulnerability and detecting potential fraud
Ensure all information is accurately captured and compliant with policies

Our take

Santander serves 14 million UK customers as a retail and commercial bank. Despite a mixed history, including issues with call centre service, mis-selling PPI, and anti-money laundering control failures between 2012 and 2017, Santander continues to thrive by focusing on innovation, digitalisation, and sustainable, responsible growth.

Recently, Santander has enhanced its digital and mobile services to meet the needs of modern banking customers. This includes the My Home Manager app, which provides mortgage customers with a centralised platform for their information, and increased fraud alerts to protect less digitally literate customers as they transition online. These efforts aim to connect physical and digital channels for a seamless customer experience, positioning Santander to better compete against digital banks like Monzo and Starling.

In addition to these digital advancements, Santander has joined forces with Iberpay in Spain to become inaugural participants in the European Payments Council’s One-Leg Out Cross-border Transactions Instant Scheme (OCT Inst). This initiative is set to introduce global instant transfers, further emphasising Santander's commitment to innovation and enhancing its service offerings in the digital banking landscape.