Customer Engagement and Support Advocate

**About The Role**:
**Contract type**:_Permanent_

**Hours**:_Full-time, 35 hours _

**Location**:_Head Office, Nottingham (hybrid working, 2 days a week onsite)_

**Salary**:_ £23,000_

We are looking for positive and engaging team members to join Nottingham Building Society’s Digital Savings team and provide exceptional support to our customers, members, and internal branch support team.

The Society is going through an exciting period of change and transformation, and our digital savings strategy is a critical part of this journey. This is a fantastic opportunity to be at the heart of shaping this key area while playing a vital role in supporting both our external customers and internal teams.

If you’re passionate about delivering great customer service, thrive in a digital environment, and enjoy collaborating with teams to drive success, this could be the perfect role for you

**Here’s a taste of what you will be doing as a Customer Engagement & Support Advocate: -**
- Keep customer accounts up-to-date and accurate, making sure everything is documented properly.
- Spot ways to improve the service we offer and represent the customer’s voice when working with internal teams.
- Help improve the Help Centre to make the in-app service even better for our customers.
- Use customer conversations to highlight the great products and services we have to offer.
- Look for ways to make our systems, policies, and processes better every day.
- Stay flexible and ready to support other teams across the Society to help them reach their goals.

**About you: -**
- A passion for delivering the best customer service through all channels.
- Outstanding communication skills—both written and verbal—that make every interaction clear and engaging.
- A sharp eye for detail and a knack for getting things right the first time.
- Always calm, approachable, and genuinely focused on making customers feel valued.
- Flexible, adaptable, and eager to learn new things to keep growing and improving.

**Reward & Benefits -**
- A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays, holiday purchase scheme (buy up to 5 days per year) and enhanced family leave
- Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations
- Flexible and hybrid working to encourage a work life balance, we want you to be at your best inside and outside of work
- A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers
- A strong sustainability agenda - we’re continually finding new ways to be kinder to the environment by reducing our carbon footprint
- We’re passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you
- Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders

**Embracing Diversity Together: -**

We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.

Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.

We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.

**About Us**:
We are a mutual, which means we don’t have shareholders. Instead, we’re owned by our members and use our money to do good, investing in our community, responsible causes, and - well, you. So, we’re always striving to do the right thing for our team, communities and members.

Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At The Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures