Host - Newcastle Under Lyme

2 months ago

NewcastleunderLyme, United Kingdom The Co-operative Bank Full time

Location- United Kingdom- Discipline:
- Retail Banking- Job type:
- Permanent- Contact name:
- Delia Khaffaf- Job ref:
- 020823- Published:
- 29 days ago**Job Title: Branch Host**

**Salary: £23,000 **plus annual bonus, 27 days holiday increasing to 30 days plus bank holidays and a fantastic range of benefits

**Location: Newcastle under Lyme**

**Working Hours: 35 hours Monday - Friday including 2 in 4 Saturdays with time back in Lieu**

**Contract: Permanent**

We are the bank for people with purpose. The only bank born from the co-operative movement 145 years ago. We believe in the power of 'we' and putting values and ethics first. We are looking for talented individuals who want to make their next career move in a bank that celebrates co-operative spirit. We put the customer at the heart of everything we do and wholly embrace advocates who truly connect and endorse our brand.

And did we mention we are award winning? Year on year award winners for our products, our customer service and our commitment to communities. What's not to love

At The Co-operative Bank we truly believe our customers come first. We understand the responsibility we have, to deliver a service that meets the individual needs of each of our customers. Our Hosts understand that banking in a branch is all about the customer experience ‿what our customers see, hear and feel and not simply a transaction. That’s why Moneyfacts have awarded the Co-operative Bank ‘Branch Network of the Year’ for the second year running

So as a **Host** what part would you play in this?
- Act as **Host** in the branch, being the first point of contact when customers arrive at the branch, and provide a first class service experience for them.
- Hold meaningful conversations with customers as they enter the branch to identify, understand and meet their needs.
- Interact with customers and provide appropriate solutions either first hand, or help direct them to a suitable individual / expert either in the branch or elsewhere who can meet their needs for them - this can include passing leads with all relevant information to other areas (i.e. Mortgage Advisor) as appropriate in order to meet customer need and provide a first class customer experience.
- Actively promote the different service channels to customers offering them increased choice and convenience.
- Participate and lead branch daily rituals including customer huddles and ensure the branch environment represents the brand.
- Be responsible for the branch environment including ensuring all marketing material is up-to-date, the ATM (where appropriate) is working and generally all aspects of the public space creates a warm and welcoming environment for customers.
- Create value for customers and the business by supporting the Branch Manager and Team Leader in managing branch activity against the Network Scorecard, taking appropriate action to address performance gaps where necessary.
- Support the development and embedding of the branch plan and continually review activity and performance to ensure it supports delivery of the plan and Branch Network deliverables.
- Use the Complaints Capture Process (Respond), highlighting trends and emerging issues where appropriate.
- Maintain an up-to-date knowledge of our strategy and local high street competitors including competitor strategies.
- Build and develop local community and business links both geographically and with wider community in order to promote the business and meet their needs.

**Technical capabilities**:

- Maintain an excellent working knowledge of our suite of products and service offering including that of our competitors to confidently understand the needs of our customers, providing guidance, service or solutions where appropriate, referring to specialist colleagues where necessary.
- Maintain knowledge of regulatory and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business. Maintain full competence within the role as outlined in the Training and Competence scheme.

**Knowledge, skills and experience required**:

- Desire / proven ability to deliver outstanding customer service.
- Great interpersonal skills.
- Maintain professionalism working with a diverse group of customers.
- Display a One Team approach at all times.
- Good product knowledge skills relating to branch environment.
- Ability to work on own initiative.
- Ability to be an indirect leader within the team.

**What you can expect from us**:

- 27 days holiday at start, rising to 30 days.
- Competitive pension / income protection / life assurance.
- 2 paid days for volunteering per year.
- Positive working environment in contemporary offices.
- Strong career path within Financial Services.
- Family friendly policies and supportive working environment.
- Recognition scheme and a culture in which we celebrate success.
- Active network groups, ran by colleagues for colleagues.

That’s what we

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