Mortgage Customer Service Representative

An exciting opportunity has arisen to join the Mortgage Advice Team based in our busy Bradford contact centre!

As a Mortgage Customer Service Representative, you’ll be the first point of contact in our telephony team taking inbound calls from our new and existing mortgage customers. Our purpose is to provide “Real help with Real lives,” and your contribution will be pivotal in ensuring our customers have the best possible mortgage journey with YBS. As part of a dynamic team in a constantly evolving environment, each call presents an opportunity to fulfil our purpose and create a positive and joyful experience for all our customers.

The role responsibilities will include:

• Supporting new and existing customers through a variety of channels e.g. telephony & digital.
• Handling a variety of scenarios from our customers, which may include providing help to purchase their first home or assisting existing customers who are looking to secure a new rate.
• Completing full eligibility and affordability checks and working collaboratively with our Mortgage Advisors to ensure we deliver a seamless customer journey.

Career development is a priority for us, and we take pride in supporting colleagues on their personal growth journeys. Within our organisation, there are opportunities to develop both within the wider business and across individual departments. For example, we’ve supported colleagues who chose to pursue their CeMAP qualification, helping them build valuable skills and broaden their future career options. Many have gone on to progress into different roles across the organisation, demonstrating the potential pathways available for those who wish to grow and take on new challenges.

Please Note:
The initial training period will require full time attendance in the office. This role does offer hybrid working once full competent in the role, however you will still be expected to be in the office 2-3 days a week.

If you are selected for interview these will take place 30th March 1st April 2026

We are looking for passionate individuals who are committed to delivering an exceptional customer service. You will be working in a fast-paced environment; therefore, the successful applicant will need to have the ability to work in an agile manner.

You will also need to have:

• Previous experience of working in a telephony-based environment or ability to demonstrate telephony skills.
• Excellent verbal and listening skills.
• Previous experience of building positive relationships with colleagues and customers.
• Knowledge of Microsoft systems.

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime to discuss this during the recruitment process.

We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

• Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn…