Job Description

Location:

Hybrid working with 5 days per fortnight in our Head Office (Leek, Staffordshire) and the remaining time remotely.

Employment type:

Full-time, Permanent

Salary:

22,958

Working hours:

35 hours per week, worked flexibly.

Reports to:

Mortgage Servicing Manager

Direct Reports:

None

The Organisation

At Leek Building Society, we pride ourselves on being a force for good. We exist to help our communities grow, so they can do great things today - and even better things tomorrow.

Our colleagues are one of the communities we support. We've created an inclusive and engaging hybrid workplace where colleagues have the freedom to be themselves and grow their careers.

As the winner of the

SME People Management award

at the 2025 CIPD People Management Awards, the

8th most Inspiring Workplace in the UK

, and a

Top 100 globally Inspiring Workplace

, we're committed to maintaining our award-winning proposition while helping our colleagues reach their true potential.

Job Purpose & Scope

To work as part of the Mortgage Servicing Team, with responsibility for the accurate and timely administration of mortgage accounts in accordance with the Society's policies and procedures . All duties must be carried out while delivering exceptional customer service . The role holder will actively review and challenge existing processes to improve customer outcomes and enhance business efficiency.

Duties and Key Responsibilities

Mortgage Completion Administration

Administer mortgage accounts from offer through to completion, ensuring accuracy and timely processing . Process Certificates of Title and liaise with legal professionals to investigating and resolving any discrepancies .

Existing Borrower Variations

Administer existing borrower variations, including product transfers and changes to term or repayment method . Assess eligibility, issue Binding Offers of Variation and maintain accurate management information records . Liaise with customers and brokers to obtain required documentation and manage payment updates and correspondence .

Mortgage Account Administration

Manage existing mortgage accounts, including changes due to life events (e .g ., deaths, marriages) or updates to names and addresses . Administer mortgage payments, including capital repayments, card payments, refunds, cheques, direct debits, and suspense account items . Produce and check redemption statements, ensuring penalties and charges are correct, and manage redemptions . Verify interest and repayment calculations following rate changes .

Customer Communications

Handle telephone and written enquiries from internal and external customers, resolving queries and providing excellent service . Manage correspondence, including second mortgage questionnaires, notices of second charges, and certificates of interest . Support production of annual mortgage statements, rate change mailings, and ad hoc communications, checking for accuracy before dispatch .

Systems and Processes

Make account updates, including interest controls, repayments, and account type changes . Assist with testing new software releases, logging errors, and suggesting improvements . Review and action exception reports as required .

Management Information (MI)

Assist with preparation of MI reports for own area of work . Change and Risk Management Support implementation of new processes, procedures, and system updates, providing feedback to improve efficiency . Identify and mitigate risks in own area and ensure any risk events are recorded appropriately .

Other Responsibilities

Provide cover for colleagues and carry out other reasonable duties as required .

Person Specification

Essential Skills and Knowledge :

Good level of numeracy and literacy. Strong attention to detail and accuracy in all tasks. Excellent communication skills and customer service focus.

Desirable Skills and Knowledge :

Experience with Activate, CSR, and MSO systems. Knowledge of financial services and mortgage administration

Experience

Essential:

Experience in a customer service environment

Skills & Abilities

Proficient in Microsoft Office, including Excel, Outlook, and PowerPoint. Strong organisational and prioritisation skills with attention to detail and accuracy. Effective written and verbal communicator, maintaining professionalism at all times. Able to work independently or as part of a team, contributing to positive team morale. Builds and maintains effective working relationships with colleagues and key stakeholders. Consistently friendly and professional when interacting with customers, promoting the Society's image. Takes ownership of issues and complaints, using judgement to resolve day -to -day problems. Resilient and adaptable in changing or demanding circumstances. Supports wider teams, offering assistance across business areas as required. Identifies opportunities for process improvements to enhance customer service and efficiency.

Other Requirements

Flexibility around working hours and Saturday mornings are required on occasions.
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What benefits are on offer:

Competitive salary rates 35 hour working week (full-time) Contributory Stakeholder Pension Scheme Free health screening Minimum of 25 days paid holiday per annum plus bank and public holidays Parental Schemes Sick Pay guaranteed for 6 months for major illnesses Holiday purchase/sale scheme Life assurance of 4 times your annual salary Employee assistance programme Continuous development opportunities We're open to discussing working flexibly Onsite gym available to employees
If the above sounds like something you'd thrive at, we'd love to hear from you

Job Types: Full-time, Fixed term contract

Pay: 22,958.00 per year

Benefits:

Additional leave Bereavement leave Casual dress Company pension Cycle to work scheme Employee discount Enhanced maternity leave Enhanced paternity leave Free flu jabs Health & wellbeing programme Life insurance On-site gym On-site parking Paid volunteer time Referral programme Sick pay Work from home
Work Location: Hybrid remote in Leek ST13 5DL