Mortgage Payment Support Adviser

Location: Head Office

Hours: 35 hours per week, Monday - Friday, 9am - 5pm.

Starting salary: £25,568.

Target salary: £28,509.

Interviews: Interviews will be a 90-minute competency based session at our Head office. We aim to interview successful applicants within 10 working days and feedback will be provided regardless of the outcome. We reserve the right to close this vacancy at any point.

At Newbury Building Society, our customers are at the heart of everything we do. If you have a passion for first-class customer service, effective communication skills and a desire to learn, you could be the person we’re looking for.

Are you a confident, positive communicator with a passion for helping people?

This is an exciting opportunity to join a small, dedicated team supporting customers facing financial difficulty.

As a Payment Support Adviser, you’ll use your impartial and professional approach to guide customers through challenging times. You’ll gain hands-on experience and build your knowledge of mortgages and specialist schemes, all while learning from supportive colleagues.

Here's what you'll be doing:

Customer support: You’ll be the first point of contact for mortgage customers who are worried about or behind on payments. You’ll identify the root cause of their concerns and create tailored action plans—via phone, email, or letter. This may include arranging payment solutions or signposting to third-party support.

Case management: Each customer is assigned a dedicated adviser early in their journey. You’ll manage your own caseload, regularly reviewing arrangements and proactively reaching out. Once trained, you’ll have the authority to offer bespoke payment plans within your mandate.

Collaboration: You’ll work closely with internal teams (like mortgage advisers and underwriters) and external partners (such as housing associations) to ensure the best outcomes for customers.

Legal and property processes: Where legal action is necessary, you’ll ensure all other options have been explored before working with solicitors to file possession claims. For repossessed properties, you’ll liaise with our property management company to secure a timely and effective sale.

Administration: You’ll also handle key admin tasks, such as updating customer records and preparing redemption statements for those nearing the end of their mortgage term.

Why work for us?

• We want to help you develop – you'll be provided with digital regulatory training and learning modules via our online platform. There will also be knowledge boosting workshops for you throughout the year. This is all underpinned through support from your team and manager. 

• We want to help others – as well as providing financial services, we get involved in supporting our local communities. This means regular opportunities to volunteer, fundraise, and help with community events and activities. We give all our employees two paid days of volunteering every year to help with causes they feel passionately about.

• We want to look after and reward you - you will receive a generous holiday allowance, contributory stakeholder pension scheme, access to wellbeing programmes, and your birthday off.

Essential skills and experience

• Resilient – occasionally we hold difficult conversations with our customers, and you will need to respond with compassion and firm professionalism whilst remaining aware and responsible for your wellbeing.

• Able to prioritise – every day is different and your ability to prioritise tasks and meet changing demands will help you give the best outcome to our customers. 

• Able to work both independently and as part of a team – you will be responsible for your own caseload alongside team tasks and responsibilities.

• Independent and curious – customer circumstances and experiences can be complex, so it’s important that we are open to new ways of reaching solutions and keeping up to date with regulatory changes, as well as external trends and updates.

• Exceptional communicator – we want our customers to feel respected, understood and informed, even when our position may not be what they were hoping for. We don’t script our conversations, therefore it’s really important that you are a confident speaker and writer.

• This is a customer-focused role, so previous experience in a customer service environment would be beneficial.  

• We use Office 365 and would expect you to be at ease using this platform.

Desirable skills and experience

• Experience in financial services administration and or experience of mortgage arrears administration or debt counselling.

*The salary offered is dependent on evidence of key competencies and skills you currently have. Newbury Building Society pride themselves on recruiting for potential so if you do not meet all of the criteria in terms of knowledge, experience and skills, you will benefit from learning and development opportunities to enable you to work towards the top of the salary range.