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Overview
Saffron Building Society is seeking a Customer Service Representative / Member Representative to join our team on a full-time permanent basis in our Saffron Walden, Essex branch. The role involves delivering excellent customer service, managing end-to-end member transactions and administration in line with our quality assurance and operational standards. After three weeks of Academy training at Saffron House (Head Office), you will join the branch as a Customer Service Representative / Member Representative.
Why Saffron Building Society
As a mutual organisation, we exist for our members and prioritise their needs. We are committed to building meaningful connections, delivering outstanding experiences, and making a positive impact in our communities. If you are passionate about helping others and want to be part of a team that makes a difference, we would love to hear from you.
Benefits
* Competitive Salary: £24,375 per annum
* Holiday: 33 days
* Pension: 5% employee contribution, 8.5% employer contribution
* Employee extras: income protection, life assurance, comprehensive wellbeing support, buy and sell holiday, salary sacrifice schemes
Role details
This is a full-time role, 35 hours per week, Monday to Friday 9am – 5pm with 2 Saturdays per month 9am – 12pm, paid at time and a half (overtime).
Main duties and responsibilities
* Stay informed about Saffron's products and third-party services to enhance customer interactions, discussing savings, mortgages, and general inquiries.
* Achieve first contact resolution and add value for both the member and the Society.
* Ensure compliance with regulatory, audit, and operational standards while meeting defined processes and service KPIs.
* Handle customer transactions accurately, keep members informed of delays or issues, and manage complaints with ownership and effective resolutions.
* Identify and support vulnerable customers with empathy and care.
* Contribute to team objectives, including booking Financial Wellbeing Reviews and collaborating with colleagues and partners.
About you
You will have experience in a similar Customer Service Representative / Member Representative role, with a good understanding of financial products and services. Excellent verbal and written communication, self-motivation, and a proactive approach are essential. You should thrive independently and in a team, with strong organisational skills to manage multiple priorities. Proficiency with Microsoft applications is required; knowledge of complaint handling and supporting vulnerable customers is desirable. You will be able to commute daily to the Saffron Walden, Essex branch.
If you are passionate about delivering excellent customer service and eager to advance your career, this could be your perfect match. Please apply by forwarding an up-to-date CV outlining your relevant experience for this role.
Please check your email inbox and spam/junk folders for correspondence about this vacancy. If you require reasonable adjustments (access or information in an alternative format), please inform us as soon as you are able so we can accommodate you.
Other information
No recruitment agencies, please.
No tabulated layout or extraneous tracking content is included in this refined description.
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