About the Role
As a Customer Service Advisor, you’ll:
1. Build meaningful relationships with our members and help them find the right products and services to support their goals—whether that’s saving for a special trip, buying a first home, or planning for the future.
2. Communicate confidently across multiple channels, including in-branch, over the phone, and online, to support members with their accounts.
3. Focus on doing what’s right for our members—without the pressure of sales targets.
Each YBS branch has its own unique character and strengths, making every location a special place to work. Here’s what the hiring manager says about our Swaffham Branch.
Our Swaffham branch is based in the heart of a well‑established Norfolk market town, serving a loyal local community and surrounding villages. Swaffham is known for its strong sense of community and local pride, and that really comes through in the relationships our branch team builds with customers every day.
The branch supports a broad and varied customer base, from long‑standing members who value familiar faces and trusted conversations, to customers who rely on us for support with important life events and financial decisions. Customers in Swaffham really appreciate personal service, time to talk, and colleagues who genuinely care, making this a rewarding place to work if you enjoy relationship‑based banking.
You’ll be joining a close‑knit, supportive team who take pride in representing Yorkshire Building Society locally. The focus is on meaningful conversations, quality service, and being a visible, trusted part of the local community.
About You
You don’t need a background in financial services or years of customer service experience. What matters most is your mindset and values. We’re looking for someone who:
4. Is motivated to go the extra mile for colleagues and members, contributing to shared goals.
5. Thrives in dynamic environments and embraces change with curiosity and positivity.
6. Values diversity and understands the importance of different perspectives, experiences, and skills.
7. Shows empathy and emotional intelligence, creating a welcoming and supportive atmosphere for everyone.
8. Builds strong, respectful relationships with members and teammates.
9. Has a growth mindset and is eager to learn through our training and development opportunities.
10. Is confident using digital tools and open to learning new technologies.
11. Is committed to personal development and staying future-ready.
About Us
At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.
Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.
About our Benefits
We offer lots of fantastic rewards that you can make the most of in and out of work, including:
12. Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
13. Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
14. Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
15. Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
16. My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts