Customer Service Assistant

TN United Kingdom; Ballymena; On-site; GBP 20,000 - 30,000; Full time

Job description

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Working for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for customer service excellence.

With our personal and caring approach, we have been helping generations of local people to save and become homeowners. Supported by a strong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland.

As a nurturing employer, we believe in supporting staff to bring their whole selves to work in an inclusive environment where diverse needs are recognised and respected.

What will you be doing?

Due to our continued growth, we have exciting opportunities for enthusiastic and friendly Customer Service Assistants in our busy Ballymena branch team. We are a modern, innovative and exciting Building Society and we’d love for you to join us.

Reporting to the Assistant Branch Manager, you will act as a first point of contact for our customers. You will be responsible for providing a professional, empathetic and personal service in a manner that builds customer engagement and exceeds our customers’ expectations.

If you are passionate about helping people and providing excellent customer service and enjoy working in a team, then this is a great opportunity to build your career in a supportive and friendly environment.

About The Role

ROLE SPECIFIC

• Identify opportunities where Progressive products or partner services would be beneficial to our customers.
• Assist our customers in an engaging manner and demonstrate understanding of individual life events through a sensitive and caring approach (e.g., dealing with bereavement or vulnerability), following up with our customers.
• Show dedication towards achievement of sales goals.
• Maintain a continuous and strong knowledge of our products and procedures.
• Operate branch till systems and carry out a range of daily tasks including account opening, receipts and withdrawals, account amendments and providing information on our products and services.
• Carry out administration tasks and communication with our customers by telephone, letter and digital routes.
• Provide additional support to savings and mortgage processes as deemed necessary by your Manager.
• Encourage and demonstrate the use of Progressive Online to our customers.

ROLE GENERIC

• Contribute to the achievement of the Society’s Corporate Plan.
• Participate in the day-to-day activities of the team and work effectively as a team member, ensuring that the highest standards of member service and work output are achieved.
• Keep abreast of the latest innovations and developments, relative to your remit.
• Ensure compliance at all times with Society, regulatory and statutory requirements.
• Help implement new practices, positively responding to change and make suggestions to drive continuous improvement.
• Meet performance measures and KPIs set for you and your team.
• Communicate in a timely and effective manner with members of your team and other parts of the business.
• Participate in training & development opportunities.

GENERAL

• Demonstrate the Society’s values in behaviours and actions.
• Produce the highest standard of work possible in accordance with the Society’s Policies, T&C Scheme, Conduct Rules, Codes of Practice and operational procedures.
• Comply with Information & Cyber Security controls as relevant to your day-to-day duties.
• Work safely as a member of a team to carry out Health & Safety working practices.
• Carry out any other function necessary for the smooth running of the branch / department.

What's on offer?

• Annual KPI Bonus Scheme
• Generous holidays - 25 days plus up to 12 Bank Holidays
• Extra day off for your birthday
• Excellent pension with up to 20% employer pension contribution
• Life Assurance Scheme
• Group Income Protection
• Opportunity to gain great exposure in a supportive environment
• Excellent training and volunteering opportunities

Skills Needed

Servicing, Relationship

Desired Criteria

• Previous experience in a similar role in the banking/financial industry
• Experience of cash handling

Required Criteria

• 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths
• Applicants should have at least 2 continuous years’ work experience in a customer-facing role
• IT literate and proficient in the use of Microsoft Office
• Friendly and professional with a passion for customer service
• Ability to work collaboratively within a team environment as well as the ability to work independently using your own initiative
• Excellent interpersonal, communication and numeracy skills.
• Team player with a positive attitude and an enthusiasm for developing new skills
• Organised and capable of managing workloads with accuracy and attention to detail
• Ability to navigate systems and information when supporting Member needs

Closing Date: Wednesday 30th April, 2025