Job Description

Job Title: Customer Support Specialist

Location:

Epsom, KT17 4NL (Surrey)

Company:

Family Building Society

Employment Type:

Full-time, permanent

Salary:

27,000-29,000

Hours:

Monday-Friday, 9:00-17:30 (1-hour lunch)

Who we are

Family Building Society is a forward-thinking financial services organisation that isn't afraid to challenge the market. We have big plans for the future and are always looking for talented individuals who can make a real contribution and help us grow.

There are around 250 of us at our headquarters in Epsom, Surrey and we're always looking for enthusiastic professionals to join us.

We are passionate about our people, so we'll do all we can to provide a wide range of benefits and help develop your professional skills and qualifications so you can do your best. Our values guide us in all that we do and we're always on the lookout for people who hold similar values to ours:

We are one family We are always learning We do the right thing We respect each other

Job Overview

Deliver a seamless and high-quality experience for customers by efficiently managing mortgage and savings accounts. This role ensures every customer interaction reflects the Society's core values, while driving continuous improvement in service, collaboration, and processes.

Responsibilities

Customer & Service Excellence

Provide empathetic and accurate support for complex mortgage cases and sensitive customer situations, ensuring all communications reflect care and professionalism. Manage all aspects of complex mortgage administration including Buy to Let, Transfer of Equity, Interest Only mortgages, and other specialised schemes, ensuring fair and timely outcomes. Handle sensitive cases such as deceased customer accounts, Powers of Attorney, and third-party authorities with compassion, professionalism, and respect. Prepare clear, accurate, and customer-focused correspondence and documentation, ensuring every communication demonstrates our commitment to doing the right things

Operational Delivery & Continuous Improvement

Manage mortgage arrears processes and reporting, support system and product testing, and identify opportunities to enhance efficiency and service quality.Support colleagues across teams, share expertise to foster development, and build strong relationships internally and externally to promote teamwork.Ensure compliance with policies and procedures, maintain documentation, and uphold ethical standards in all decisions and actions.

Collaboration & Team Support

Support colleagues across teams, share expertise to foster development, and build strong relationships internally and externally to promote teamwork.

Governance & Professional Standards

Ensure compliance with policies and procedures, maintain documentation, and uphold ethical standards in all decisions and actions.

Skills & Attributes

Proven experience in administration, ideally within financial services. Strong customer service skills with the ability to manage complex and sensitive interactions professionally and empathetically. Excellent attention to detail and commitment to getting things right first time. Calm, professional approach under pressure with sound judgement and decision-making skills. Strong organisational and time management skills with the ability to prioritise effectively. Clear, confident communication skills -- written, verbal, and digital -- that reflect respect and understanding. Analytical mindset with confidence using Excel and data to support insight and improvement. Team player with the ability to coach, support, and build positive relationships with colleagues. Curious, proactive, and open to change -- demonstrating that we are always learning.*
Collaborative and caring attitude that reflects we are one family and we respect each other.*

Benefits Package and Incentives:

Generous and comprehensive benefits package including BUPA Healthcare after completing 6 months' probation period. Company pension Free parking permit at local car park Free tea, coffee and fruit 25 days holiday (excluding bank holidays), with length of service increases to 28 days holiday Hybrid working available after completing 6 months' probation period. Professional study available after completing 6 months' probation period.
To apply, please submit your application via our website:

https://family.jobs.people-first.com/jobs/details/recruitment%2Fjobdetails%2F4b1b1608-b738-4c3c-be72-19a54335c550

Job Types: Full-time, Permanent

Pay: 27,000.00-29,000.00 per year

Application question(s):

Do you have right to work in the UK? Do you have GCSE Grades above C grade in English and Maths?
Work Location: Hybrid remote in Epsom KT17 4NL