Location: Uttoxeter
Employment type: Full-time, permanent position.
Salary: £22,181 pa plus £3,000 car allowance
Working hours: 35 hours per week, worked flexibly.
Reports to: Branch Manager
The Organisation
Leek Building Society is an award winning, highly admired, local mutual building society that is owned and trusted by its members. We were ranked in the top 10 of UK employers in the Inspiring Workplaces Awards 2024, and we are on a mission to become even stronger.
We are a great place to work, with an exceptional culture; in a recent staff survey, 97% of colleagues said that they were proud to work for Leek Building Society. We have been crowned as Staffordshires Employer of the Year for 2023, and have been recognised as having the best approach to health & wellbeing in the UK in the 2023 CIPD awards. We are also a socially responsible, inclusive employer, deeply committed to ensuring that everyone is supported to perform at their best.
You will be joining the business at a fantastic time of growth, with a transformational investment in our systems, people and processes to put our customers at the heart of everything we do.
Job Purpose & Scope
To build relationships with existing and new customers, promoting the Society's products and services. Working as part of a team to deliver exceptional customer service to meet the needs of our existing and new members.
Duties and Key Responsibilities
Roving
* The roving role is key to supporting the network when we have unplanned absences.
* When branches are self-sufficient, additional development opportunities will be available.
* The ideal candidate is someone who can (or can quickly grow into) fulfil all elements of the Customer Assistant role; including counter, savings interviews and community activities.
Customer Service
* Building customer relationships and growing member loyalty through interaction and engagement with them either face-to-face, over the telephone or via video call.
* Identifying customer needs and promoting the products and services that Leek Building Society can provide, whether that be directly or by referring to specialist colleagues.
* To make use of open spaces and member zones, working in these areas at the direction of your Branch Manager. You will be expected to utilise your Customer Experience skills training to maximise member engagement and support the provision of exceptional customer service.
* To demonstrate flexibility in action and thinking to provide excellent customer service in line with the Society's Values.
* To carry out any tasks that have been delegated from the Branch Manager.
* To contact customers by outbound telephone calls to promote the Society's products and services.
* To process all customer requests accurately and efficiently, ensuring that tills balance and all administration is processed accurately first time.
* To achieve individual objectives, supporting the achievement of Branch Network objectives and thereby contributing to the overall success of the Society.
* To work from other branches from time to time to support operational demand requirements.
Risk Management and Branch Security
* To adhere to the Society's policies and procedures at all times to mitigate risk.
* To identify and report risk events in accordance with the Risk Management Policy.
* To ensure that work is carried out accurately. Attention to detail is essential.
* To comply with all Leek Building Society policies and regulatory requirements.
* To understand the importance of a risk culture as it applies to the Customer Assistant role.
Society Ambassador
* To embrace and work in line with the Society's core values.
* To have a good understanding of the Society's products, services and processes required to carry out the role.
* To work as part of a team providing flexibility where required. This includes travelling to other locations within the business.
* To be able to work on own initiative.
* To support the Branch Manager in raising the branch profile in the area by participating in networking and community events. This could include working outside the normal contracted working hours.
* To be receptive of and willing to embrace change.
* To present a professional image at all times.
Self-development
* To take ownership of your own development by actively participating in 1-2-1s and Personal Development Reviews.
* To keep up to date with training requirements including e-learning and attending training courses where required.
Person Specification
Qualifications & Knowledge
* Good level of numeracy and literacy.
Experience
* Experience of working in a customer service environment.
* Experience of contributing effectively while working as part of a team.
Skills & Abilities
* Excellent customer service skills are essential for this role.
* Ability to work as part of a team.
* Ability to identify customer needs.
* Ability to work on own initiative, demonstrate a can-do approach and be willing to learn.
* Ability to competently use the basic functions on Microsoft Word and Excel.
Other Requirements
* Although a base branch will be allocated, and this will be the usual place of work, the role holder may be asked to work at other Leek Building Society branches/office locations from time to time.
* Willingness to occasionally work outside standard branch opening hours to support events in the community/branch open evenings etc. is required.
* A Basic DBS check will be undertaken upon an offer of employment.
What benefits are on offer:
* Competitive salary rates.
* 35 hour working week (full-time).
* Contributory Stakeholder Pension Scheme.
* Free Bupa health screening.
* Minimum of 23 days paid holiday per annum plus bank and public holidays.
* Parental Schemes.
* Sick Pay guaranteed for 6 months for major illnesses.
* Holiday purchase/sale scheme.
* Life assurance of 4 times your annual salary.
* Employee assistance programme.
* Continuous development opportunities.
* We are open to discussing working flexibly.
If the above sounds like something you'd thrive at, we'd love to hear from you.
#J-18808-Ljbffr