Customer Service Adviser

Hours:
35 hours per week - shift patterns supporting department operating times with occasional Saturday morning shifts on a rota basis.

Hybrid and flexible working considered after completion of training, dependent on role performance and business needs.

Interviews will be held W/C 24th February and 3rd March

Salary:
£23,000 Per Annum

Closing Date:
Sun, 2 Mar 2025

**Job Description**:

- Are you looking to work in an award-winning contact centre that puts its people first supporting them with their ongoing development and career progression?
- Then Money Direct is the place to be We have been ranked as one of the best big companies to work forWho Are We?Not just another building society. Not just another job.We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.Within our Money Business you’ll find departments such as, Customer Outcomes, Money Operations, Financial Advice, and Branch & Money Direct. Upon completion of training you’ll be joining one of our Customer Contact Teams, with an experienced Team Leader, seniors and other new starters alike.You’ll work with teams from across Money Direct and beyond, including Resource Planning, Mailroom & Image Processing, Bereavements and Customer Relations.What’s In It For You?Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.We have a range of other benefits available to you including;-
- Annual discretionary bonus scheme
25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
Holiday trading scheme allowing the ability to buy and sell additional annual leave days
Matching employer pension contribution (up to 10% per annum)
Colleague mortgage (conditions apply)
Salary sacrifice scheme for hybrid & electric car
A commitment to training and development
Private medical insurance for all our colleagues
3 paid volunteering days per annum
Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
We care about your health and wellbeing - we provide a range of benefits that support this including cycle to work initiative and discounted gym membershipTraining and OnboardingWe’re committed to ensuring you’ve the right tools to service our customers, that’s why you’ll go through 3 weeks of initial training with one of our expert Trainers, and a further 4-week transition period with the guidance of one of our Support Specialists.You’ll learn all about Skipton, our Savings products, services and processes. You’ll participate in online learning, call listening and shadowing, alongside meeting colleagues from key teams across the Society.What Will You Be Doing?As a Customer Service Adviser in Money Direct, you’ll be on the front line in a fast-paced environment having great conversations with our customers about their savings accounts.Whether it’s someone calling to withdraw money, set up a new account, or complete an ISA transfer - you’ll be there to support them with their every need.- Key role aspects:_Answering queries from customers, completing basic transactions and amendments to customers savings products
Having positive conversations about varying financial products
Being genuinely curious and using open ended questions to understand what is important to customers and their plans for their money and their future
Identifying and recommending products and services, such as financial planning, retirement and savings interest rates that could benefit a customer and their unique situation - where appropriate
Liaising and working with our Financial Advice Team to support commercial targets
An ability to work in a fast-paced environment whilst remaining resilient during busy service periods and financial events such as ISA Season and Tax Year End
Being the first point of contact to help support our customers with their complaints through investigation and potential offers of resolution
Identifying and supporting our customers with their vulnerabilities through genuine and empathetic conversation, offering our support through mindfulness and bespoke changes to services
Modelling our behaviours of Be curious and Be brave, by challenging current processes and ways of working, driving continuous improvement to enhance the customer journey and experienceYour conversations will be measured on service level agreements, customer experience, outcome, and potential commercial opportunities, whilst delivering an excellent customer experie