Hours:
Full time, 35 hours per week - shift patterns supporting department operating times with occasional Saturday morning shifts on a rota basis.
This role requires a set start date. Any successful candidates would be due to join on Monday 20th October, complete 3 weeks of training with limited holiday or appointment clashes.
Hybrid and flexible working considered after completion of training, dependent on role performance and business needs.
Interviews will be held W/C 26th August & 1st September
Salary:
£23,000 Per Annum
Closing Date:
Wed, 20 Aug 2025
Skipton Building Society’s Contact Centre team in our Money (Savings) business is hiring, and we’re all about flexibility.
Whether you are looking for a full time role or part time that fits around your life and want 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 for!
At Skipton, we believe in work/ life balance and understand that balance looks different to everyone. This is why we proudly support hybrid and flexible working across our roles, including our Contact Centre team.
Who 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.
What will you be doing?
As a Customer Service Adviser, you’re the first point of contact for our savings customers, and you’ll play a vital role in delivering the service Skipton is known for. 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

• Provide tailored support by responding to customer queries and carrying out transactions and updates to their savings products
• Engage in meaningful conversations to understand what matters most to each customer—exploring their goals and financial plans
• Recommend relevant products and services such as financial planning, retirement options, and competitive savings rates, based on each customer’s individual needs
• Work closely with our Financial Advice Team to help meet commercial targets through collaborative and customer-focused service
• Act as the first point of contact for handling customer complaints—investigating concerns and offering appropriate resolutions
• Recognise and support customer vulnerabilities with empathy, offering mindful and personalised adjustments to our services
• Demonstrate our core behaviours of ‘Be curious’ and ‘Be brave’ by challenging existing processes and championing improvements to enhance the customer experience
• Deliver excellent customer service, with conversations assessed on outcomes, experience, and commercial awareness, all aligned to service-level agreements

Training
To help you feel confident in doing in your role we offer comprehensive, hands-on training to support from day one. You’ll learn all about Skipton, our Savings products, services and processes. This will be a 7-week training program at head office where you will participate in face to learning, call listening and shadowing, alongside meeting colleagues from key teams across the Society.
What do we need from you?
Our colleagues come from all walks of life and so do our customers. You’ll need to be adaptable, curious, and empathetic, be able to think on your feet and build great rapport.

We’re looking for people with:

• Customer service experience, either face to face or over the telephone, with a passion for providing excellent customer experiences and outcomes.
• Experience in tailoring service to customers with different needs and requirements.
• Strong communication and active listening skills with the ability to apply effective questioning and hold meaningful conversations with customers.
• Empathy, adaptability, resilience, and curiosity.
• Experience in working towards policies and procedures, standards, service level agreements, and targets.
• Enthusiasm to self-develop your capabilities and skills.

What’s In It For You

We have a range of 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)
• A newly refurbished head office which offers a vibrant and collaborative working space.
• 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 membership

Right to Work
In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment.
We have assessed this role and unfortunately it does not meet the Home Office criteria that would allow the Company to sponsor a successful candidate under the Skilled Worker route. Therefore the successful candidate must be able to demonstrate the right to work prior to interview without sponsorship by the Compan

• Provide tailored support by responding to customer queries and carrying out transactions and updates to their savings products
• Engage in meaningful conversations to understand what matters most to each customer—exploring their goals and financial plans
• Recommend relevant products and services such as financial planning, retirement options, and competitive savings rates, based on each customer’s individual needs
• Work closely with our Financial Advice Team to help meet commercial targets through collaborative and customer-focused service
• Act as the first point of contact for handling customer complaints—investigating concerns and offering appropriate resolutions
• Recognise and support customer vulnerabilities with empathy, offering mindful and personalised adjustments to our services
• Demonstrate our core behaviours of ‘Be curious’ and ‘Be brave’ by challenging existing processes and championing improvements to enhance the customer experience
• Deliver excellent customer service, with conversations assessed on outcomes, experience, and commercial awareness, all aligned to service-level agreement