Customer Service Assistant

**ROLE PROFILE**

**JOB TITLE** **CUSTOMER SERVICES** **ASSISTANT**

**FUNCTION BRANCHES**

**DEPARTMENT BRANCHES AND SAVINGS**

**POSITION PART TIME**

**REPORTING TO BRANCH MANAGER**

**REPORTEES NONE**

**JOB PURPOSE**

To carry out customer account related administration, providing an efficient, effective, accurate and professional service to all internal and external customers while adhering to in compliance with Society policies and procedure. To also provide a friendly and professional service for visitors and callers to Society branch offices, offering a high quality of customer service and maximising sales opportunities in a compliant manner whilst contributing to continuous improvement within the branch network.

**KEY RESPONSIBILITIES**
- To proactively seek, refer and secure sales opportunities based on product and service needs from the whole range of products and services offered.
- Carry out customer requests, and transactions, in an accurate and timely manner.
- To use initiative and take personal responsibility for the achievement of objectives with guidance from management.
- To respond positively to guidance and direction given to meet the requirements of the role.
- To build effective relationships and work as a team with others within the Society and to communicate effectively with members and/or external contacts.
- Ensure customer documentation is accurately scanned and indexed.
- Ensure customer accounts are accurately amended and maintained to protect the integrity of the data and maintain consistency across the core systems and produce accurate and relevant management information.
- Monitoring and reporting as required and updating internal tracking records.
- To maintain continuous professional and personal development whilst remaining aware of relevant issues.
- To record, monitor, control and report as required.
- To carry out tasks as detailed in the job skill matrix for this role.

April 2021
- To work flexibly as part of a team and undertake any other duties and provide administrative support to other areas of the business when required.

**KNOWLEDGE AND EXPERIENCE**
- Experience in administration of personal customer information and correspondence
- A background in financial customer services or an associated sector e.g. estate agency, legal services, insurance services would be an advantage.
- Awareness of relevant regulatory requirements including data protection.

**SKILLS AND COMPETENCIES**
- Excellent customer services skills
- Confident and effective communication skills, written and verbal
- Organised with ability to prioritise tasks and to work under pressure
- Accurate with attention to detail
- Confident with IT systems and technology
- Able to work independently and as part of a team
- Ability to absorb new information and learn new skills with ease

**KEY PERFORMANCE INDICATORS**
- Delivery of service standards and KPIs including timeliness and accuracy
- Achievement of personal goals
- Delivery against personal development plan

**BEHAVIOURS**
- Customer focussed
- Can do attitude
- Flexible
- Attention to detail
- Positive attitude to change
- A team player

April 2021

**Job Types**: Permanent, Part-time
Part-time hours: 22.5 per week

**Benefits**:

- Company pension
- Flexitime
- Life insurance
- Private medical insurance
- Sick pay

Schedule:

- Day shift
- Weekend availability

Supplemental pay types:

- Bonus scheme

Application question(s):

- Have you worked in Financial Services or an associated sector previously?
- Would you be willing for us to undertake a financial background check on you?

**Experience**:

- customer service: 1 year (preferred)

Work authorisation:

- United Kingdom (preferred)