Location: Head Office, Newbury 

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

Salary range: *£21,641 - £24,045 (rising to a fully competent salary of £24,045)

Interviews on-line via Microsoft Teams: Dates within January or February to be agreed

Every employer is not the same and who you work for and what that environment looks like is the difference between any job and a great job.  

At Newbury Building Society, we really do believe we are different, and we would like to tell you why before we tell you about the job.  

  • We are a mutual - owned by the  people who save and borrow with us

  • We work hard to make the customer experience better - believing wholeheartedly in putting the customer first

  • We are committed to ongoing personal development  

  • We provide a flexible working environment for employees, offering a good work / life balance  

  • We are completely committed to giving back to the community – we support local charity and community projects both financially and through volunteering 

  • We support the financial education of the next generation 

  • We are winning awards, so we must  be doing something right.

If you are a confident and positive communicator with a genuine passion for customers, you could be ready to take on this busy and exciting opportunity.  

Working as part of a small and dedicated team, your impartial and professional attitude will be used to communicate and help external customers facing financial difficulty. 

The role provides the opportunity to build knowledge about mortgages and specialist mortgage schemes whilst learning from your supportive colleagues with practical, hands-on experience.

The key responsibilities of the role are to:

Work closely with and support customers to ensure the best possible outcome, during potential financial difficulties and vulnerability. 

Assess the customer’s personal and financial circumstances, providing individual solutions to help them remain in their home whilst protecting and balancing the financial interests of the business. 
Regularly review the repayment strategy for interest-only mortgages, to confirm customers can repay the mortgage at the end of the term and provide additional support and guidance when required.

Administer accounts approaching the end of their mortgage term to ensure their mortgage is repaid on time.

You will be willing to study for a recognised qualification in credit and collections management, to boost your understanding of the credit industry.

How you will do this: 

Engage with customers and third parties, taking opportunities to think of creative and tailored arrangements, using your initiative to make decisions.

Work to high but achievable standards, seeking opportunities to improve mutually beneficial process and outcomes. 

Handle change and juggle multiple demands, adapting to new situations with enthusiasm and honesty.  

Listen, be empathetic and adapt the best approach to build effective relationships with customers and colleagues.  

Identify, assess, and control potential risks in day-to-day conduct activities. 


  • Excellent verbal and written communication skills

  • Working knowledge of Microsoft packages (Outlook, Word, Excel)

  • Customer Service experience - face to face or telephone


  • Experience of mortgage arrears administration or debt counselling

  • Level 3 Certificate in Consumer Debt Collection (Cert DC)

  • Level 2 Certificate in Chartered Institute of Credit Management in Credit & Collections  

* The salary offered is dependent on evidence of key competencies and skills you currently possess.  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.  This will be via ongoing feedback from your line manager and assessment of your progression against all of the criteria.

To apply for this role, click below.
Apply now
Privacy notice

Please read our privacy notice which describes how we collect and use the personal information you provide to us, in accordance with the General Data Protection Regulations (GDPR)

Read now
Register or amend your preferences for your choice of email alerts

Keep up to date with our latest news, product and event details

You can check the Financial Services register on the FCA's website.


How can we help you?

01635 555700

Call me back