Customer Service Consultant

at  Skipton Building Society

Hours:
In a part-time Branch based role; you will be working 22 hours flexible hours across Monday to Saturday to support operating hours in the branch
Salary:
£22,900 Pro Rata
Closing Date:
Mon, 16 Sept 2024
We are recruiting for a Customer Service Consultant within Northwich branch.
You have the opportunity to join our team and become one of the faces of Skipton Building Society. We are also interested in who you are as a person. Why? Because our membership is made up of many different kinds of people and we want our employees to be just as diverse.
Our purpose is to help more people have a home, help people save for life ahead and support long term financial wellbeing.
You will be engaging in conversations to find out our customers’ needs, providing information to customers about our full savings range, products and services that we offer. By really listening to, and getting to know our customers, you will help them to review their circumstances and what their goals are, whether that be financial, family, retirement, peace of mind or even a new home and through this proactively identify the most appropriate products to suit their needs. All the while providing a straightforward, helpful service that lets your enthusiasm shine through.
Together, you can help us build a better Society
Who Are We?
Not just another building society. Not just another job.
We are the fourth biggest building society in the UK and what makes us a bit different is that we’re a mutual organisation. We do not have shareholders; we are owned by our members.
Our colleagues say Skipton Building Society is 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 will help you take the next step towards a better future.
Branch Life
Our branches are the heart of our local communities, however increasingly our customers want the flexibility of doing transactions online and engaging with us via our contact centre. In branch we can support our customers face to face, virtually and by outbound contact so we are reaching our customers at relevant times. So, whether you are promoting a new product or resolving a problem, you will always place our customers’ needs at the heart of everything you do and provide a first-class service every time.
For our customers, you will be more than just the friendly face and voice of Skipton Building Society. You will be a listener, a problem solver and in time a fountain of knowledge to help them achieve their financial goals.

What Is In It For You?

• Annual discretionary bonus scheme: on average our Customer Consultants received an on-target bonus of 8% dependent on personal and company performance. This means you could receive a possible £1,790.00 per annum.
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days after 5 years.
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days
• Generous employer pension contributions – up to 10% per annum dependent on employee selection
• Access to the Lifeworks, via telephone or online 24/7. Giving free access to wellbeing apps, including Employee Assistance Programme and online employee discount platform including retailers, entertainment, eating out and travel.
• There are always initiatives to get involved with charities with two paid volunteering days for you to use each year.

What Will You Be Doing?

• Engaging, understanding and identifying customer needs through asking great questions, listening to customers specific circumstances and tailoring the relevant solution to their needs whilst ensuring the right outcome for the customer and the society.
• Acting as the first point of contact for customers in branch with enthusiasm and a desire to help our customers.
• Proactively contacting our customers over the phone to identify and discuss their needs.
• Educate each customer on a range of products and services as well as the different communication channels they can utilise to engage with us directly.
• Use internal systems to ensure that a customer’s records are accurately maintained and are up to date, whilst ensuring vulnerable customers are identified and supported appropriately.
• Adhere to and understand the appropriate policies, standards, controls and limits of authority applicable to your role, supported by training, coaching and appropriate communication.

What Do We Need From You?

• Passion about delivering exceptional customer service
• Enjoy meeting new people and engaging in purposeful conversation
• Work well with others, with a ‘one-team’ mindset across multiple channels.
• Have excellent communication, engagement and listening skills
• React fast when the day gets busy and handle a wide variety of different customers – with excellent time management
• Are able to deliver outstanding customer service either from a face to face or a telephony background
• Are open to a broad range of activities even if outside of standard expectations
• Are able to grow, adapt and change accommodating business needs and priorities

• Engaging, understanding and identifying customer needs through asking great questions, listening to customers specific circumstances and tailoring the relevant solution to their needs whilst ensuring the right outcome for the customer and the society.
• Acting as the first point of contact for customers in branch with enthusiasm and a desire to help our customers.
• Proactively contacting our customers over the phone to identify and discuss their needs.
• Educate each customer on a range of products and services as well as the different communication channels they can utilise to engage with us directly.
• Use internal systems to ensure that a customer’s records are accurately maintained and are up to date, whilst ensuring vulnerable customers are identified and supported appropriately.
• Adhere to and understand the appropriate policies, standards, controls and limits of authority applicable to your role, supported by training, coaching and appropriate communication