Location: Glasgow, Scotland (Hybrid work)

Type:Full-Time

Salary (£): Competitive salary, plus benefits

About Shawbrook Bank:

Shawbrook Bank is committed to providing innovative and personalized financial solutions. They value individuality and are dedicated to supporting both their employees and customers with flexible and forward-thinking services.

Job Details:

Benefits:

• Competitive salary with annual discretionary bonus
• 25 days of annual leave
• Pension and healthcare plans
• Hybrid working model with flexible hours
• Cycle to work scheme
• Discounted gym memberships
• Access to digital health apps (Headspace, Peppy)
• Market-leading family-friendly policies (Maternity, Adoption, Paternity)
• Employee Assistance Programme (EAP) for various support needs

Requirements:

• Experience in customer service within secured lending or mortgage markets
• Familiarity with Land Registry of England & Wales and Registers of Scotland
• Strong communication and problem-solving skills
• Proficiency in MS Excel and Word
• Attention to detail and planning capabilities
• Understanding of regulatory environments, especially Treating Customers Fairly

Salary Details:

The role offers a competitive salary along with a contributory pension scheme, healthcare benefits, and access to additional perks like discounted gym memberships and flexible working arrangements.

About the Role:

As a Customer Service Officer in the Mortgage Operations team, you will be the first point of contact for customers, handling inquiries, processing amendments, and ensuring customer satisfaction. You will work within a hybrid model, balancing office and remote work, while managing customer accounts, responding to inquiries, and adhering to service level agreements. The role demands excellent communication skills, attention to detail, and the ability to work effectively in a regulated environment.

Key Responsibilities:

• Handle customer inquiries via phone, email, or correspondence
• Maintain accurate records of customer interactions
• Process account amendments, redemptions, and balance requests
• Ensure adherence to regulatory requirements, including Treating Customers Fairly (TCF)
• Participate in departmental meetings and contribute to process improvements
• Manage customer accounts and ensure timely updates and accurate record-keeping

Equal Opportunity Statement:

Shawbrook Bank is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees.