We have a fantastic opportunity for a Full‑Time Member Representative to join our dynamic, friendly, and professional team.
You will primarily be based at our Newcastle branch, although we may be able to accommodate you at one of our other local branches depending on where you live. This role is fully branch‑based, with no working from home availability. You may occasionally be required to provide cover at other branches, subject to business needs.
If you enjoy working as part of a team, delivering excellent customer service, and supporting positive outcomes for our Members, we would love to hear from you.
Please note: We may close this vacancy early without notice if sufficient suitable applications are received. We therefore recommend applying as soon as possible.
Who are the Hanley Economic Building Society?
With over 35,000 Members, the Hanley Economic is one of Staffordshire's leading mutual building societies. Being mutual means our long‑term and day‑to‑day decisions are made in the best interests of our Members, our colleagues, and our communities.
Our aim is to combine the traditions and roots of a mature organisation with the energy and efficiency of a modern business, delivering high‑quality customer service at the heart of everything we do.
Want to know more before you apply ?
Please call us and ask to speak to a member of the People and Culture Team, we will be happy to answer any questions.
Working for the Hanley Economic Building Society
Our colleagues are our greatest investment. When you join the Hanley, you become part of an innovative and supportive team, working for one of the Best Small Companies to Work For.
We are committed to helping our colleagues develop their knowledge and skills, maintain a healthy work‑life balance, and feel proud to work for the Hanley Economic.
Taking Care of our Team
Salary : Starting at £22,222.21 to a maximum of £25,000.00 gross per annum, depending on experience, with options for salary increments.
Benefits include :
* Free parking (some branches may not have parking)
* Uniform provided for Branch Staff
* Holiday allowance starting at 23 days plus Bank Holidays
* Option to buy/sell holidays
* Private Medical Cover
* Death in Service Cover
* Employee discounts and perks scheme
* Sociable working hours
* Social events
* 4 days paid volunteering opportunities
* Life event additional paid days off
* Recognition rewards
* Birthday day off
* Enhanced Company Pension Scheme
The Role
As a Member Representative, you will build strong relationships with our Members and deliver exceptional service.
As the face of the Society, you will play a vital role in delivering positive outcomes and ensuring Member satisfaction. Your responsibilities will include handling a variety of transactions in a friendly, efficient, and professional manner - from cash transactions and telephone enquiries to supporting Members with technology and protecting them against fraud.
Responsibilities
While each branch is unique, working together as a network is essential to delivering consistently high standards and excellent customer satisfaction.
Your responsibilities will include:
* Identifying customer needs
* Generating leads and appointments
* Promoting the Society's products and services appropriately
* Managing customer leads effectively through HubSpot
* Completing customer relationship reviews to identify current and future needs
* Following a structured, non‑advised approach to account opening
* Responding to calls and online chats in a timely manner
* Supporting colleagues with overflow calls where required
* The capture and management of customer feedback to resolution
* Processing customer transactions accurately and efficiently
* Maintaining accurate customer and account records
* Completing general administrative duties to support branch operations
* Complying with audit, compliance, security, health & safety, and operational standards
* Communicating effectively with other areas of the business
* Ensuring all data is handled securely and in line with GDPR requirements
* Acting as first line of defence against financial crime, reporting concerns in line with internal policies
About You
You will be an enthusiastic team player with excellent attention to detail and a genuine passion for helping Members.
Essential Qualifications
· Minimum of GCSE Maths and English Grade C/Level 4 or above.
· Good numerical, written and verbal communication
· Confidence in using Microsoft Word, Excel and Outlook
Desirable:
· 3 A levels grades A-C
· Experience in Customer Services, Retail or Sales environment
Skills & Experience
The most important requirement is a genuine passion to help our Members, we'll support you to develop the skills needed to build strong relationships, take ownership, and deliver a great experience.
· CeMap (or a willingness to study for this)
· Flexible and adaptable
· Experience of and passionate about working in a customer service environment
· Team Player
· Positive and professional attitude
· Self-Motivated, able to use initiative
· Comfortable working in a fast‑paced environment
· Ability to act in good faith toward retail customers and support them in achieving their financial objectives
How to Apply
Click the Apply Now button or send your CV to people&
We welcome applications from people of all backgrounds and are committed to creating an inclusive workplace.
Data Protection
Information provided as part of your application will be used solely to assess suitability for the role and handled in accordance with data protection legislation.
Unsuccessful applications will be retained for:
* 1 year following the recruitment process, or
* 6 years for mortgage advisers, independent financial advisers, and senior managers,
Other Requirements
Successful applicants will require the right to work in the UK and a Disclosure from the Disclosure & Barring Service (DBS) will be carried out by the company.
Job Types: Full-time, Permanent
Pay: £22,222.21-£25,000.00 per year
Benefits:
* Additional leave
* Company events
* Company pension
* Cycle to work scheme
* Employee discount
* Enhanced maternity leave
* Gym membership
* Health & wellbeing programme
* Life insurance
* Paid volunteer time
* Private medical insurance
* Sick pay
Ability to commute/relocate:
* Newcastle-under-Lyme ST5: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person