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Customer Assistant

2 months ago

Hanley Child, Worcestershire, United Kingdom Leek Building Society Full time

Location:
Hanley - 75/77 Stafford Street, Hanley, Stoke-on-Trent, Staffordshire, ST1 1LL.

Employment type:
Part-time, permanent position.

Salary:
£16,084

Working hours:25.38 hours per week

  • Monday
  • Friday 08:4513:00
  • Saturday 09:0012:15 (Every other week)

Reports to:
Branch Manager

The Organisation


Leek Building Society is an award winning, highly admired, local mutual building society that is owned and trusted by its members.

We were ranked in the
top 10 of UK employers in the Inspiring Workplaces Awards 2024, and were on a mission to become even stronger.


Were a great place to work, with an exceptional culture in a recent staff survey,
97% of colleagues said that they were proud to work for Leek Building Society.

Weve been crowned as
Staffordshires Employer of the Year for 2023, and have been recognised as having
the best approach to health & wellbeing in the UK in the 2023 CIPD awards.

Were also a socially responsible, inclusive employer, deeply committed to ensuring that everyone is supported to perform at their best.


Youll be joining the business at a fantastic time of growth, with a transformational investment in our systems, people and processes to put our customers at the heart of everything we do.

If youve a passion for customer service this could be just the opportunity for you

Job Purpose & Scope
To build relationships with existing and new customers, promoting the Societys products and services.

Working as part of a team to deliver exceptional customer service to meet the needs of our existing and new members.


Duties and Key Responsibilities

Customer Service

  • Building customer relationships and growing member loyalty through the interaction and engagement with them either on a facetoface basis, over the telephone or via video call.
  • Identifying customer needs and promoting the products and services that Leek Building Society can provide, whether that be directly or by referring to specialist colleagues.
  • To make use of open spaces and member zones, you will work in these areas at the direction of your Branch Manager. You will be expected to utilise your Customer Experience skills training to maximise member engagement and support the provision of exceptional customer service.
  • To demonstrate flexibility in action and thinking to provide excellent customer service in line with the Societys Values.
  • To carry out any tasks that have been delegated from the Branch Manager.
  • To contact customers by outbound telephone calls to promote the Societys products and services.
  • To process all customer requests accurately and efficiently, making sure that tills balance and all administration is processed accurately first time.
  • To achieve individual objectives, supporting the achievement of Branch Network objectives and thereby contributing to the overall success of the Society.
  • To work from other branches from time to time to support operational demand requirements.

Risk Management and Branch Security

  • To adhere to the Societys policies and procedures at all times to mitigate risk.
  • To Identify and report risk events in accordance with the Risk Management Policy.
  • To ensure that work is carried out accurately. Attention to detail is essential.
  • To comply with all Leek Building Society policies and regulatory requirements.
  • To understand the importance of a risk culture as it applies to the Customer Assistant role.

Society Ambassador

  • To embrace and work in line with the Societys core values.
  • To have a good understanding of the Societys products, services and processes required to carry out the role.
  • To work as part of a team providing flexibility where required. This includes travelling to other locations within the business.
  • To be able to work on own initiative
  • To support the Branch Manager to raise the branch profile in the area by participating in networking and community events. This could include working outside the normal contracted working hours.
  • To be receptive of and willing to embrace change.
  • To present a professional image at all times.

Self-development

  • To take ownership of your own development by actively participating in 121s and Personal Development Reviews.
  • To keep up to date with training requirements including elearning and attending training courses where required.

Person Specification

Qualifications & Knowledge

  • Good level of numeracy and literacy

Experience

  • Experience of working in a customer service environment
  • Experience of contributing effectively working as part of a team

Skills & Abilities

  • Excellent customer service skills are essential for this role
  • Ability to work as part of a team
  • Ability to identify customer needs
  • Ability to work on own initiative, demonstrate a cando approach and be willing to learn
  • Ability to competently use the basic functions on Microsoft Word and Excel

Other Requirements

  • Although a base branch w

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