Customer Consultant

Skipton Building Society; West Midlands Combined Authority; On-site; GBP 23,000 - 28,000; Full time

Job description

Hours: The role will be for a 12-month Fixed Term Contract, working 36 hours across Monday to Saturday to support operating hours in the branch.

Closing Date: Thu, 24 Apr 2025

Are you passionate about helping others and providing exceptional customer service? Would you like to join an organisation that puts its customers at the heart of what they do? If so, then Skipton Building Society have the perfect opportunity for you! We are recruiting for a Customer Consultant within our Solihull Branch.

The role of Customer Consultant includes 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, while providing a straightforward, helpful service that lets your enthusiasm and professionalism shine through.

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.

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.

We are interested in who you are as a person. Why? Because our membership is made up of many kinds of people and we want our colleagues 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. Together, you can help us build a better Society!

What Will You Be Doing As A Customer Service Consultant?

1. Be the First Point of Contact: You’ll warmly welcome customers, both in-branch and over the phone, making a lasting impression and ensuring their first interaction with us is a positive one.
2. Engage and Understand: By asking insightful questions, you’ll uncover and understand our customers’ needs, ensuring you provide tailored solutions that truly make a difference.
3. Listen and Tailor Solutions: You’ll listen carefully to each customer’s unique circumstances and offer personalized solutions that meet their needs, ensuring the best outcomes for both the customer and our society.
4. Proactive Outreach: You’ll proactively reach out to customers over the phone, identifying their needs and discussing how we can support them.
5. Maintain Accurate Records: Using our internal systems, you’ll ensure customer records are up-to-date and accurate, with a special focus on identifying and supporting vulnerable customers.
6. Adhere to Policies: You’ll understand and adhere to our policies, standards, and controls, with comprehensive training and coaching to support you in your role.

What Do We Need From You?

You will have previous experience of interacting with customers. We’re happy to ‘think outside the box’ regarding wanting people who have previously worked in a bank or building society before. Your experience working with customers may be in person or over the phone; either is fine as Skipton’s customers are increasingly looking for flexible ways of engaging with us, so your experience in a Contact Centre environment may be just what we’re looking for. Your experience may be in retail, food & beverage, guest services, or even the health/care sector. Whatever your background, if you can demonstrate a passion for delivering exceptional service and going above and beyond, we’re happy to consider you.

The ability to work well alongside others, with a ‘one-team’ mindset.

The ability to react fast and work in an agile manner when the day gets busy and handle a wide variety of different customers with excellent time management.

The desire and ability to grow, adapt, and change whilst accommodating business needs and priorities.

What Is In It For You?

Dependent on skills and experience, the role of Customer Consultant pays from £23,600 to £27,950 per annum. The role will be for a 12-month Fixed Term Contract, working 36 hours across Monday to Saturday to support operating hours in the branch.

We have a range of other benefits available to you including:

1. Annual discretionary bonus scheme: on average our Customer Service Consultants have received an on-target bonus of 8% dependent on personal and company performance.
2. 25 days standard annual leave + bank holidays, rising 1 day per year of service to a maximum of 30 days after 5 years.
3. Holiday trading scheme allowing the ability to buy and sell additional annual leave days.
4. Generous employer matched pension contributions – up to 10% per annum.
5. We care about your health and wellbeing. You will have access to a benefits portal which includes an Employee Assistance Programme and online employee discount platform (retailers, entertainment, eating out, and travel).
6. There are always initiatives to get involved with charities with three paid volunteering days for you to use each year.
7. Colleague mortgage and savings accounts, as well as a host of colleague discount schemes.
8. A commitment to training and development.
9. Private medical insurance for all our colleagues.
10. Salary Sacrifice Scheme for hybrid/electric car.