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Customer Service Representative
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Customer Engagement Advisor
3 months ago
Position Overview:
In this full-time role, you will be engaged in a 36-hour work week, with flexible scheduling from Monday to Saturday to accommodate branch operations.Compensation:
The annual salary is £22,379, complemented by an Area Allowance of £5,200 per year.About the Role:
We are seeking a Customer Service Consultant to join our team. This is an opportunity to represent Skipton Building Society and contribute to our mission of serving a diverse membership.Our goal is to assist individuals in achieving home ownership, saving for future needs, and fostering long-term financial health.
In this role, you will engage with customers to understand their needs, providing them with comprehensive information about our savings products and services. By actively listening and connecting with our customers, you will help them assess their situations and aspirations, whether related to finances, family, retirement, or home ownership, and identify the most suitable products to meet their needs. Your approach will ensure a straightforward and helpful service that showcases your enthusiasm.
Together, we can contribute to building a better society.
Who We Are:
We are not just another building society; we are the fourth largest in the UK and operate as a mutual organization, owned by our members rather than shareholders.
Our employees describe Skipton Building Society as a fantastic workplace, and we welcome your ideas on how to enhance our customer-centric approach.
Regardless of your background or aspirations, we are committed to supporting your journey towards a brighter future.
Branch Operations:
Our branches serve as vital community hubs, yet we recognize that many customers prefer the convenience of online transactions and contact center interactions. In-branch, we offer face-to-face support, virtual assistance, and proactive outreach to connect with customers at optimal times. Whether promoting new offerings or resolving issues, your focus will always be on delivering exceptional service.
For our customers, you will be more than just a friendly face; you will be a listener, a problem solver, and a knowledgeable resource to help them achieve their financial objectives.
Benefits:
- Annual discretionary bonus scheme: On average, our Customer Consultants receive an on-target bonus of 8%, potentially amounting to £1,790.00 annually.
- 25 days of standard annual leave plus bank holidays, increasing by one day for each year of service, up to a maximum of 30 days after five years.
- Holiday trading scheme allowing you to buy and sell additional leave days.
- Generous employer pension contributions of up to 10% per annum, based on employee selection.
- Access to Lifeworks, available 24/7 via phone or online, providing free access to wellbeing apps, an Employee Assistance Programme, and discounts from various retailers.
- Opportunities to engage in charitable initiatives, including two paid volunteering days each year.
Key Responsibilities:
- Engage with customers to identify their needs through effective questioning and active listening, tailoring solutions to ensure the best outcomes for both the customer and the organization.
- Serve as the initial point of contact for customers in the branch, demonstrating enthusiasm and a commitment to helping.
- Proactively reach out to customers via phone to discuss their needs.
- Educate customers about our range of products and services, as well as the various communication channels available for direct engagement.
- Maintain accurate customer records using internal systems, ensuring vulnerable customers receive appropriate support.
- Comply with relevant policies, standards, and controls applicable to your role, supported by ongoing training and communication.
What We Seek:
- A passion for delivering outstanding customer service.
- Enjoyment in meeting new people and engaging in meaningful conversations.
- Ability to collaborate effectively with others, fostering a 'one-team' mentality across multiple channels.
- Excellent communication, engagement, and listening skills.
- Capacity to manage time effectively and respond swiftly in a busy environment.
- Experience in delivering exceptional customer service, whether face-to-face or via phone.
- Openness to a variety of tasks, even those outside standard expectations.
- Adaptability to grow and change in response to business needs and priorities.
