Role Overview
The role of Customer Consultant includes engaging in conversations to find out our customers' needs, providing information about our full savings range, products and services. By really listening and getting to know our customers you will help them review their circumstances and goals, while providing a straightforward, helpful service that lets your enthusiasm and professionalism shine through. Our branches are the heart of our local communities, and our customers increasingly want the flexibility of online transactions and contact‑centre engagement. In branch, we support customers face‑to‑face, virtually and by outbound contact so we reach them at relevant times. Whether promoting a new product or resolving a problem, you will always place our customers' needs at the heart of everything you do and provide a first‑class service every time. For our customers, you will be more than just the friendly face and voice of Skipton Building Society – you will be a listener, a problem solver and, over time, a fountain of knowledge to help them achieve their financial goals.
We are recruiting a permanent position, working full‑time (36 hours per week) to support branch operating hours.
Responsibilities
* Be the First Point of Contact: warmly welcome customers, both in‑branch and over the phone, making a lasting impression and ensuring the first interaction is positive.
* Engage and Understand: ask insightful questions to uncover and understand customers' needs, providing tailored solutions.
* Listen and Tailor Solutions: listen carefully to each customer's unique circumstances and offer personalized solutions that meet their needs.
* Proactive Outreach: proactively reach out to customers over the phone, identifying their needs and discussing how we can support them.
* Maintain Accurate Records: use internal systems to keep customer records up‑to‑date and accurate, focusing on vulnerable customers.
* Adhere to Policies: understand and adhere to policies, standards, and controls, supported by comprehensive training and coaching.
Qualifications
* Previous experience interacting with customers, either in person or by phone.
* Experience in banking, building society, retail, food & beverage, guest services, health/care sector, or a contact centre is welcome.
* Ability to work well alongside others, with a one‑team mindset.
* Capacity to react quickly when the day gets busy and handle a wide variety of customers with excellent time management.
* Desire and ability to grow, adapt and change while accommodating business needs and priorities.
* Disability Confident (see below).
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant who declares they have a disability and meets the minimum criteria for the role, as defined by the employer. In certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may limit the overall numbers of interviews offered to both disabled and non‑disabled applicants. For more details please visit the relevant information page.
Benefits
Salary: £25,500 per annum.
* Annual discretionary bonus scheme.
* 25 days standard annual leave + bank holidays plus 1 additional day per year of service, up to a maximum of 30 days after 5 years.
* Holiday trading scheme allowing you to buy and sell additional annual leave days.
* Generous employer‑matched pension contributions – up to 10% per annum.
* Employee Assistance Programme and online employee discount platform (retailers, entertainment, eating out and travel).
* Three paid volunteering days per year to support charities.
* Colleague mortgage and savings accounts, plus host of colleague discount schemes.
* Commitment to training and development.
* Private medical insurance for all colleagues.
* Salary Sacrifice Scheme for hybrid/electric car.
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