Customer Service Advisor Role
Providing a high level of customer service and demonstrating confidence in talking to customers about savings, mortgages, and general inquiries across all communication channels.
• Achieving first contact resolution to add value to the customer and SBS.
• Ensuring delivery of customer service standards and KPIs within agreed SLAs.
• Complying with processes to meet regulatory, audit, and compliance standards.
• Improving the customer journey by managing transactions efficiently, accurately, and keeping customers informed of delays or issues.
• Ensuring transactions are accurate and processes are compliant with policies and procedures.
• Supporting team measures, including booking Financial Wellbeing Reviews and referring to third-party partners.
• Managing complaints according to the Society’s Complaint Handling Policy, taking ownership or passing on as appropriate, and authorising redress within your mandate.
• Identifying customer vulnerabilities and applying safeguarding measures in line with the Society’s Vulnerable Customer Policy.
• Developing knowledge of all Saffron products and third-party services.
• Enhancing the Society's reputation by treating each customer according to standards and maximising satisfaction.
Benefits
* Holiday Exchange Scheme (buy or sell holiday days)
* Performance-dependent annual bonus
* Company pension scheme with 5% employee and 8.5% employer contributions (eligibility applies)
* Life assurance and income protection
* Flexible, supportive working culture including mental health support
About Us
Saffron Building Society is committed to building happiness for our members, employees, and communities. We foster an inclusive environment that values diversity and encourages a sense of belonging. Our culture is collaborative, and we aim to leave a positive legacy in our communities.
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