Senior Customer Service Representative

FINANCIAL SERVICES EXPERIENCE REQUIRED

**About Us**

We all know happiness comes from within. And it’s no different with Money Happiness. It starts right here At Saffron BS we’re ready to build it, inspire it and celebrate it with our members, people and communities.

So whatever that 'happy’ is - from picking up the keys, to saving for that big day - we’re here with open arms, curious minds and the kettle on. Ready to cheer our members on when they’re winning, or build them back up when things haven’t gone to plan. And why? Because that’s what families do.

For us, this is much more than a job. We’re here to make things better, roll up our sleeves and think what’s next to rebuild. Our people are the beating heart of Saffron and it takes each and every one of us to provide the service we’re proud of.

So bring you Your energy, an abundance of team spirit and your hunger to help.

Together we’re building happy.

**The role**:
We are recruiting for an enthusiastic **Cluster Manager Support **to work primarily in our **Saffron Walden branch**. This is an excellent opportunity to develop your career within our customer focused Society and be part of our amazing team.

This role will be based primarily at our **Saffron Walden branch**, however the role holder would be expected to cover our **Royston branch** when business needs arise. A full driving licence is required for this role to support the branches within the cluster.

Our successful Cluster Manager Support will play a vital role in our branch network by providing support to the team in undertaking end to end Member transactions and administration which results in service which stands out for all Members, as well as enabling branch activities in the absence of the Cluster Manager

**Key responsibilities (not limited to)**:

- Improving the customer journey by achieving excellent, swift, efficient and error free management of customer’s transactions and administration, keeping the customer informed of any delays or issues.
- Adding value to the customer and the Society by achieving first contact resolution.
- Assisting the Cluster Manager by proactive organisation of team’s telephone, webchat and administrative work queues, ensuring customers receive service as quickly and efficiently as possible.
- Enhancing the Society's image, presence and reputation, treating each customer in accordance with defined standards, maximising customer satisfaction by ensuring that customer needs are matched to Society services wherever possible.
- Assisting in the delivery Society customer service standards and KPI’s within agreed SLA’s
- Escalating to the cluster manager complex cases, to aid in identifying and addressing training & development needs.
- Complying with defined processes to ensure regulatory, audit and compliance standards are met
- Ensuring department transactions are accurate and that processes are efficient and carried out in accordance with Policy and Procedures
- Delivering and managing the provision of an end to end administration service to all customers and ensure that the Society’s interest are protected

**About you**:

- Passionate about building excellence through delivering a service you can be proud of
- Excellent communication skills to build strong connections with our customers
- Outstanding attention to detail and accuracy
- Respectful and kind; the way we treat each other sets the tone for how we treat our customers

**Rewards & Benefits**

Contract: Permanent

**Salary**: £24,500 basic salary + x1.5 base hourly rate per Saturday worked

Hours: 35 hours per week. You will also be required to work two Saturdays per month on a rota basis (9am -12pm).
- Flexible working; all our roles have flexibility, it’s just some offer greater flexibility than others - just ask us
- Recognition Scheme
- Discounts through Saffron rewards
- Annual bonus scheme
- Physical, mental and financial wellbeing support
- Pension, Life Assurance & Income Protection
- Holiday exchange
- Staff Mortgage Benefit
- Cycle to work scheme

and lots more.please get in touch to find out more

At Saffron, we are committed to building happy; for our communities, members and each other. We do this through attracting and building a diverse group of talent and encouraging an inclusive environment which fosters a sense of belonging for all. We hire the best people, and have a collaborative culture where everybody’s uniqueness is celebrated and respected. We recognise the strength in having a diverse workforce; adding different perspectives, ideas and values. We are inspired to leave a legacy for our communities and each other.

**Job Types**: Full-time, Permanent

**Salary**: From £24,500.00 per year

**Benefits**:

- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Gym membership
- Life insurance
- On-site parking
- Private medical insurance
- Sick pay
- Wellness programme

Schedule:

- Monda