Customer Service Representative
2 months ago
About Us
Skipton Building Society is a leading mutual organisation, dedicated to helping our members achieve their financial goals. As a Customer Service Consultant, you will play a vital role in delivering exceptional customer experiences and building strong relationships with our members.
Key Responsibilities
- Engage with customers to understand their financial needs and provide tailored solutions to meet their goals.
- Act as the first point of contact for customers in branch and over the phone, providing a warm and welcoming service.
- Proactively contact customers to identify and discuss their needs, ensuring the right outcome for the customer and the society.
- Educate customers on a range of financial products and services, including savings options and investment opportunities.
- Use internal systems to ensure accurate and up-to-date customer records, while identifying and supporting vulnerable customers as needed.
- Adhere to and understand the appropriate policies, standards, controls, and limits of authority applicable to your role, supported by training, coaching, and communication.
What We Offer
- Annual discretionary bonus scheme, with an average on-target bonus of 8% dependent on personal and company performance.
- 25 days standard annual leave, plus bank holidays, and rising 1 day per year of service to a maximum of 30 days after 5 years.
- Holiday trading scheme, allowing the ability to buy and sell additional annual leave days.
- Generous employer pension contributions, up to 10% per annum dependent on employee selection.
- Access to the Lifeworks employee assistance programme, including wellbeing apps and online employee discounts.
- Two paid volunteering days per year, allowing you to give back to your community.
Requirements
- Passion for delivering exceptional customer service.
- Enjoy meeting new people and engaging in purposeful conversation.
- Ability to work well with others, with a 'one-team' mindset across multiple channels.
- Excellent communication, engagement, and listening skills.
- Ability to react fast when the day gets busy and handle a wide variety of different customers, with excellent time management.
- Ability to deliver outstanding customer service from a face-to-face or telephony background.
- Open to a broad range of activities, even if outside of standard expectations.
- Ability to grow, adapt, and change, accommodating business needs and priorities.
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