Job Type:
Permanent
Job Sector:
Customer Service
Region:
Yorkshire
Location:
Skipton
Salary:
£21,850 to £21,850 per annum
Salary Description:
£21,850 plus benefits
Posted:
11/11/2024
Recruiter:
Skipton Building Society
Job Ref:
jr2664
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.
About Us:
Are you looking to work in an award-winning contact centre that puts its people first supporting them with their ongoing growth and professional development? The Homes Customer Contact team can be the start of your career within Mortgages. We’ve been ranked as one of the best big companies to work for and provide opportunities for progression with many of our leaders, trainers, SME’s and Mortgage Advisers starting their journeys here!
We are the fourth biggest building society in the UK and what makes us 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.
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 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. Health and wellbeing benefits 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 Mortgage products, services, and processes.
What Will You Be Doing?
As a Customer Service Adviser within our Homes business, you’ll be on the front line in a fast-paced mortgage environment having meaningful conversations with brokers or directly with our customers about their mortgage accounts. Main aspects of the role will involve:
1. Handling inbound calls and working closely with various departments to fulfil our customers’ needs.
2. Servicing mortgage payments and confirming relevant information.
3. Offering a high level of customer service.
4. Learning, retaining, and relaying our internal relevant mortgage information and processes.
5. Answering queries from customers and completing basic transactions.
6. Identifying additional products and services we may be able to offer.
7. Being the first point of contact to help support our customers with their complaints.
8. Identifying and supporting our customers with their vulnerabilities.
9. Consistently offering a high level of customer service to our new and existing Homes customers.
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:
* Customer service experience
* Strong communication skills
* Ability to build and maintain relationships with internal and external stakeholders
* A drive to provide positive journeys and deliver the right outcome first time
* Enthusiasm to develop in role capabilities and new skills
* Ability to follow processes and procedures, designed in line with regulation and customer experience
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.
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