Location: Newbury, Head Office

Hours: Monday - Friday, 9am - 5pm

Salary range: *£21,641 - £24,045 + benefits 

Close date: 19 October 2021

Interviews on-line via Microsoft Teams: 26 October 2021

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

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 help external customers facing financial difficulties.  

The role provides the opportunity to develop 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 our customers to ensure the best possible outcome, during potential financial difficulties and vulnerability. 

  • Assess their personal and financial circumstances, offering individual solutions to help customers 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 their mortgage at the end of their term and provide additional support and guidance when needed.

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

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

The role of Mortgage Payment Support Adviser is varied and busy, here is what you can expect:

  • Engage with our 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 your 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

  • Good working knowledge of Microsoft: Outlook, Excel, & Word

  • Customer Service experience face to face or telephone 

  • GCSE maths & English, level 4 or equivalent 


  • Experience of mortgage arrears administration or debt counselling

  • Level 2 Certificate in Chartered Institute of Credit Management in Credit & Collections or Level 3 Certificate in Consumer Debt Collection (Cert DC)  

*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.
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