Customer Service Assistant

6 months ago

Lisburn, United Kingdom Progressive Building Society Full time

Working for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for customer service excellence.

With our personal and caring approach, we have been helping generations of local people to save and become homeowners.** **Supported by a** **strong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland.

As a nurturing employer, we believe in supporting staff brings their whole selves to work in an inclusive environment where diverse needs are recognised and respected.

**What will you be doing?**

Due to our continued growth, we have exciting opportunities for enthusiastic and friendly Customer Service Assistant in our busy **Lisburn branch** team. We are a modern, innovative and exciting Building Society and we’d love for you to join us.

Reporting to the Assistant Branch Manager, you will act as a first point of contact for our customers. You will be responsible for providing a professional, empathetic and personal service in a manner that builds customer engagement and exceeds our customer’s expectations.

If you are passionate about helping people and providing excellent customer service and enjoy working in a team, then this is a great opportunity to build your career in a supportive, and friendly environment.

**About The Role**

**ROLE SPECIFIC**
- Identify opportunities where Progressive products or partner services would be beneficial to our customers.
- Assist our customers in an engaging manner and demonstrate understanding of individual life events through a sensitive and caring approach (e.g., dealing with bereavement or vulnerability), following up with our customers.
- Show dedication towards achievement of sales goals.
- Maintain a continuous and strong knowledge of our products and procedures.
- Operate branch till systems and carry out a range of daily tasks including account opening, receipts and withdrawals, account amendments and providing information on our products and services.
- Carry out administration tasks and communication with our customers by telephone, letter and digital routes.
- Provide additional support to savings and mortgage processes as deemed necessary by your Manager.
- Encourage and demonstrate the use of Progressive Online to our customers.

**ROLE GENERIC**
- Contribute to the achievement of the Society’s Corporate Plan.
- Participate in the day-to-day activities of the team and work effectively as a team member, ensuring that the highest standards of member service and work output are achieved.
- Keep abreast of the latest innovations and developments, relative to your remit.
- Ensure compliance at all times with Society, regulatory and statutory requirements.
- Help implement new practices, positively responding to change and make suggestions to drive continuous improvement.
- Meet performance measures and KPIs set for you and your team.
- Communicate in a timely and effective manner with members of your team and other parts of the business.
- Participate in training & development opportunities.

**GENERAL**
- Demonstrate the Society’s values in behaviours and actions.
- Produce the highest standard of work possible in accordance with the Society’s Policies, T&C Scheme, Conduct Rules, Codes of Practice and operational procedures.
- Comply with Information & Cyber Security controls as relevant to your day to day duties.
- Work safely as a member of a team to carry out Health & Safety working practices.
- Carry out any other function necessary for the smooth running of the branch / department.

**What's on offer?**
- Competitive salary
- Annual KPI Bonus Scheme
- Generous holidays - 25 days plus up to 12 Bank Holidays
- Extra day off for your birthday
- Excellent pension with up to 20% employer pension contribution
- Life Assurance Scheme
- Group Income Protection
- Health cash plan for money back on dental, optical costs etc
- Holiday purchase scheme
- Opportunity to gain great exposure in supportive environment
- Excellent training and volunteering opportunities

**Required Criteria**
- 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths
- 2 years’ continuous experience in a customer facing role with the ability to provide high levels of customer service
- Ability to use your own initiative within a fast-paced team environment
- Strong IT and MS Office skills and the ability to multi-task and navigate different systems and process information while supporting customers
- A high degree of accuracy and attention to detail with strong numerical and written skills. An analytical approach to problem-solving

**Desired Criteria**
- 12 months cash handling experience

**Skills Needed**

Answering Customer Questions, Establishing Rapport With Clients, Ability to Use Positive Language, Data Entry and Basic Computer Skills, Ability to Identify and Anticipate needs

**About The Company**

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