Customer Representative

**Customer Representative Vacancy**

We have a full time vacancy working Monday to Friday, 8.45am until 4.30pm (35 hours) within our Burnley branch.

**Why the Marsden?**

Our customers tell us that we are friendly, trusted and reliable. We pride ourselves on highly personal service, contactable staff and the ability to make a difference to all our members. Being part of a valued team you will share this special customer journey with them.

As a customer representative delivering the Marsden personal service, helping people feel at home in our branches and getting to know them is essential. You won’t just be dealing with transactions and answering queries to their satisfaction, but finding out how else we can help and if there is anything else we can do.

You will also be promoting a range of savings, home insurance and mortgage products.

**What are we looking for?**

An ability to provide excellent customer service is essential alongside a passion to do more and enjoy both the challenges and rewards that come from these interactions.
We will offer full training so experience in finance or banking is not required. We are looking for our next team members to have a good standard of general education (GCSE Grade C) experience of customer service, good communication skills, dealing with queries and problem solving.

You could come from a range of backgrounds like retail, sales, call centre or cashier as we have a fantastic training program to support you with the coaching and learning to develop your career at the Marsden.

**What information does the organisation collect?**

As part of any recruitment process, the organisation collects and processes personal data relating to job applicants. The organisation is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.

**What are you waiting for?**

If you enjoy giving great customer service then when not come and join our team.

**We can offer great benefits**:

- Starting salary of £20,004 p.a. (£10.99 per hour) rising to £22,005 p.a. (£12.09 per hour) with training
- Additional remuneration linked to organisational performance
- Holiday entitlement starting at 23 days per year and after 1 years service rising to 25, with continued increments on length of service, plus bank holidays
- Generous contributory pension scheme (10% employer)
- Simply health level 2 cash plan
- Life assurance scheme (6x annual salary)
- Employee assistance programme
- Mental Health First Aiders
- Lifeworks perks and wellbeing app
- Internal mentoring scheme

**What you need to do now**

**Part 1 - Job Description**

Job Title: Customer Representative
Reports to: Branch Manager
Liaises with: Customers, Branch Manager, Customer Representatives, Departments throughout Principal Office and Third Party Specialists

**Our five core values define what we’re all about and what makes us tick**:

- Make a lasting impression - leave people better than before you found them
- Proud of our past and excited about our future - make sustainable decisions that last for generations
- Passionate about people - be warm, straight talking and genuine
- Work together - be a team player, celebrate success, be supportive and give your all
- Deliver on promises - if we say we’ll do it, we will

**Individual Conduct Rules**

You must act with integrity
You must act with due skill, care and diligence
You must be open and cooperative with the FCA, the PRA and other regulators
You must pay due regard to the interests of customers and treat them fairly
You must observe proper standards of market conduct

**1. Main Purpose of the Job**:
To proactively identify and support our customer’s needs by providing an exceptional customer experience in an open and welcoming environment.

**2. Duties & Key Responsibilities**

**Deliver exceptional customer service (60%)**:
Provide exceptional customer service using Skilful Conversations whilst following our 7 Principals to support the society’s ambition and ethos to be recognised on the high street for our high standard of customer service.
Contribute towards your branches overall performance objectives by delivering a service that highlights the benefits of our range of products and supports the ever changing needs of our customers.
Support colleagues by observing customer interactions, providing constructive feedback to continuously develop each other.
Maintain a high level of product and industry knowledge to support your customer’s experience.
Where a customer is looking to close their account or move savings away from the society, you seek to understand why and retain them if appropriate.
Deal with complaints and customer feedback within the current guidelines.
Share customer feedback with your line manager.

**Ensure all operational and regulatory risk is adhered to (20%)**:
Responsible for the security of your work station and till limits whilst working accurately to ensure operational los