Customer Assistant - Macclesfield ID-1559
The Organisation
Leek Building Society is an award winning, highly admired, local building society that is owned and trusted by its members.
Were a great place to work, with an exceptional culture, but dont just take our word for it. We ranked in the top 10 of UK employers, and the top 100 of global employers in the Inspiring Workplaces Awards 2024, and were on a mission to become even stronger.
Were also a socially responsible, inclusive employer, deeply committed to ensuring that everyone is supported to perform at their best.
Youll 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.
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Job Purpose & Scope
To build relationships with existing and new customers, promoting the Societys 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
Customer Service
- Building customer relationships and growing member loyalty through the interaction and engagement with them either on a face-to-face basis, 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, you will work 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 Societys Values.
- To carry out any tasks that have been delegated from the Branch Manager.
- To contact customers by outbound telephone calls to promote the Societys products and services.
- To process all customer requests accurately and efficiently, making sure 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 Societys 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 Societys core values.
- To have a good understanding of the Societys 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 to raise 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 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
- Were open to discussing working flexibly
