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Leeds Building Society Logo Leeds Building Society · Customer Service

Mortgage Lending Customer Representative

United Kingdom, Leeds · Job Posted May 15, 2026
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Job Description

Join our Mortgage Lending team as a Mortgage Lending Customer Representative. In the role of a Customer Service Representative, you'll create a positive experience on every call, assisting customers through their mortgage application journey and enhancing their home buying experience. Calls are predominantly inbound, and you'll deal with brokers or solicitors who are acting on behalf of customers or directly with customers themselves. Taking ownership of the call, you'll aim to resolve customer queries as efficiently and effectively as possible whilst recognising that on occasions you may need to liaise with other teams and arrange a call back to provide the right solution.

Job Responsibility

  • Create a positive experience on every call, assisting customers through their mortgage application journey and enhancing their home buying experience
  • Deal with brokers or solicitors who are acting on behalf of customers or directly with customers themselves
  • Take ownership of the call, resolve customer queries as efficiently and effectively as possible
  • Liaise with other teams and arrange a call back to provide the right solution

Requirements

  • The ability to communicate effectively and build positive relationships
  • Excellent written and verbal communication skills
  • Be proactive and deliver exceptional customer experience
  • Demonstrate a strong level of resilience when working in a fast-paced customer service environment
  • Ability to problem solve and make decisions
  • Computer literate (able to comfortably use Word and basic Excel)
  • Maintain attention to detail whilst working under pressure
  • Demonstrate determination to succeed and achieve great results

What we offer

  • Hybrid working – 2 days per week in the office
  • Annual bonus of up to 12%
  • Matched pension contributions up to 10%
  • 26 days holiday, plus bank holidays and holiday purchase scheme
  • Colleague Mortgage and Saver products
  • 2 days' volunteering per year
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