Customer Service Adviser - Money

Hours: 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 13th January 2025, 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 25th November 2024.

Salary: £21,850 Per Annum

Closing Date: Sun, 24 Nov 2024

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.

Within our Money Business you’ll find departments such as Customer Outcomes, Money Operations, Financial Advice, and Branch & Money Direct. Upon completion of training you’ll be joining one of our Customer Contact Teams, with an experienced Team Leader, seniors, and other new starters alike.

What’s In It For You?

Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.

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

1. Annual discretionary bonus scheme
2. 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
3. Holiday trading scheme allowing the ability to buy and sell additional annual leave days
4. Matching employer pension contribution (up to 10% per annum)
5. Colleague mortgage (conditions apply)
6. Salary sacrifice scheme for hybrid & electric car
7. A commitment to training and development
8. Private medical insurance for all our colleagues
9. 3 paid volunteering days per annum
10. Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
11. 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

Training and Onboarding

We’re committed to ensuring you’ve the right tools to service our customers, that’s why you’ll go through 3 weeks of initial training with one of our expert Trainers, and a further 4-week transition period with the guidance of one of our Support Specialists. You’ll learn all about Skipton, our Savings products, services, and processes. You’ll participate in online learning, call listening and shadowing, alongside meeting colleagues from key teams across the Society.

What Will You Be Doing?

As a Customer Service Adviser in Money Direct, you’ll be on the front line in a fast-paced environment having great conversations with our customers about their savings accounts. 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:

1. Answering queries from customers, completing basic transactions and amendments to customers' savings products
2. Having positive conversations about varying financial products
3. Being genuinely curious and using open-ended questions to understand what is important to customers and their plans for their money and their future
4. Identifying and recommending products and services, such as financial planning, retirement and savings interest rates that could benefit a customer and their unique situation – where appropriate
5. Liaising and working with our Financial Advice Team to support commercial targets
6. An ability to work in a fast-paced environment whilst remaining resilient during busy service periods and financial events such as ISA Season and Tax Year End
7. Being the first point of contact to help support our customers with their complaints through investigation and potential offers of resolution
8. Identifying and supporting our customers with their vulnerabilities through genuine and empathetic conversation, offering our support through mindfulness and bespoke changes to services
9. Modelling our behaviours of Be curious and Be brave, by challenging current processes and ways of working, driving continuous improvement to enhance the customer journey and experience

Your conversations will be measured on service level agreements, customer experience, outcome, and potential commercial opportunities, whilst delivering an excellent customer experience.

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:

1. Significant customer service experience, either face to face or telephony
2. Experience in tailoring service to customers with different needs and requirements
3. Strong communication skills, in particular active listening and ability to apply effective questioning
4. The ability to remain resilient during busy service periods, maintaining high levels of customer service
5. Experience in holding meaningful conversations with customers
6. Experience in working towards policies and procedures, standards, service level agreements, or targets
7. Enthusiasm to develop in role capabilities and new skills
8. A desire and genuine curiosity to help and support our customers, providing positive experiences and outcomes

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 Company.