Overview
You’ll start your journey in one of our branches, providing face‑to‑face support to customers. You’ll handle everyday banking tasks while the core of the role is helping people through important moments, offering reassurance, guidance and practical support for situations such as bereavement, fraud concerns, vulnerable customers and digital banking confidence. You’ll adapt to different customer needs, promote and support our digital services and confidently help customers use online and mobile banking independently. You’ll also recognise opportunities to connect customers with the right products and services.
As you grow, you may transition into other customer service roles across the Group, including phone, online, web chat, video or social media channels.
Responsibilities
* Assist customers in the branch with everyday banking tasks.
* Provide empathetic support during key moments such as bereavement, fraud, and vulnerability.
* Promote and support digital services, helping customers to use online and mobile banking.
* Identify opportunities to cross‑sell relevant products and services.
* Build relationships quickly to deliver a fantastic customer experience.
* Collaborate closely with colleagues to ensure customers’ needs are met.
* Adapt to changing customer and technology needs.
Qualifications
* Minimum of 12 months customer service experience.
* People person – honest, genuine and caring with a passion to help customers with their finances.
* Fast learner with the ability to build relationships quickly.
* Empathy, care and integrity when resolving queries.
* Commitment to deliver on promises and go above and beyond for customers.
* Teamplayer – collaborate closely with colleagues.
Benefits
* Generous pension contribution of up to 15%.
* Annual performance‑related bonus.
* Private medical benefit with BUPA.
* Share schemes.
* Reduced shopping discounts.
* 22 days’ holiday (increases over time) plus bank holidays, pro‑rated for part‑time roles.
* Well‑being initiatives and generous parental leave policies.
* Salaries reviewed annually on 1 April.
* Full uniform provided.
Commitment to Equality
We are disability confident and committed to creating an inclusive workplace. Reasonable adjustments can be made to the recruitment process. We also offer a wide-ranging benefits package, ensuring learning, growth and development opportunities for employees from all backgrounds.
We keep your data safe; background checks are only conducted after a formal invitation.
We are committed to building a workforce that reflects the diversity of the customers and communities we serve, providing a values‑led culture where every colleague can make a real difference.
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