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Customer Assistant - Congleton

Posted 2 days 2 hours ago by Leek Building Society

Permanent

Part Time

Other

Cheshire, Congleton, United Kingdom, CW121

Job Description

Working hours

24 hours per week, Wednesday 8:45-4:30 Thursday, Friday 8:45-4:45

Saturday 9-12:15

Reports to

Branch Manager

The Organisation

At Leek Building Society, we pride ourselves on being a force for good. We exist to help our communities grow, so they can do great things today and even better things tomorrow.

Our colleagues are one of the communities we support. We've created an inclusive, engaging workplace where colleagues have the freedom to be themselves and grow their careers.

We're proud to be an award winning employer, accredited as a 'Great Place to Work' based on our latest colleague survey, and we're equally proud to have been recognised externally for the work we do -winning Best Building Society at the British Bank Awards and Best Specialist Mortgage Provider.

Job Purpose & Scope

To build relationships with existing and new customers, promoting the Society's products and services. Working as part of a team to deliver exceptional customer service to meet the needs of our existing and new members.

Duties and Key Responsibilities Customer Service

Building customer relationships and growing member loyalty through the interaction and engagement with them either on a face to face basis, over the telephone or via video call.
Identifying customer needs and promoting the products and services that Leek Building Society can provide, whether that be directly or by referring to specialist colleagues.
To make use of open spaces and member zones, you will work in these areas at the direction of your Branch Manager. You will be expected to utilise your Customer Experience skills training to maximise member engagement and support the provision of exceptional customer service.
To demonstrate flexibility in action and thinking to provide excellent customer service in line with the Society's Values.
To carry out any tasks that have been delegated from the Branch Manager.
To contact customers by outbound telephone calls to promote the Society's products and services.
To process all customer requests accurately and efficiently, making sure that tills balance and all administration is processed accurately first time.
To achieve individual objectives, supporting the achievement of Branch Network objectives and thereby contributing to the overall success of the Society.
To work from other branches from time to time to support operational demand requirements.

Risk Management and Branch Security

To adhere to the Society's policies and procedures at all times to mitigate risk.
To identify and report risk events in accordance with the Risk Management Policy.
To ensure that work is carried out accurately. Attention to detail is essential.
To comply with all Leek Building Society policies and regulatory requirements.
To understand the importance of a risk culture as it applies to the Customer Assistant role.
To embrace and work in line with the Society's core values.
To have a good understanding of the Society's products, services and processes required to carry out the role.
To work as part of a team providing flexibility where required. This includes travelling to other locations within the business.
To be able to work on own initiative.
To support the Branch Manager to raise the branch profile in the area by participating in networking and community events. This could include working outside the normal contracted working hours.
To be receptive of and willing to embrace change.
To present a professional image at all times.

Self-development

To take ownership of your own development by actively participating in 1-2-1's and Personal Development Reviews.
To keep up to date with training requirements including e-learning and attending training courses where required.

Person Specification Qualifications & Knowledge

Good level of numeracy and literacy

Experience

Experience of working in a customer service environment
Experience of contributing effectively working as part of a team

Skills & Abilities

Excellent customer service skills are essential for this role
Ability to work as part of a team
Ability to identify customer needs
Ability to work on own initiative, demonstrate a can do approach and be willing to learn
Ability to competently use the basic functions on Microsoft Word and Excel

Other Requirements

Although a base branch will be allocated, and this will be the usual place of work, the role holder may be asked to work at other Leek Building Society branches/office locations from time to time.
Willingness to occasionally work outside standard branch opening hours to support events in the community/branch open evenings etc. is required.
A Basic DBS check will be undertaken upon an offer of employment.
Minimum of 26 days paid holiday a year, plus bank holidays
Free health screening
24/7 GP access for you and your close family
Comprehensive mental health support including counselling sessions and mental health first aiders
Workplace savings account with £100 bonus when you save regularly
Enhanced sick and family leave pay from day 1
Sick Pay guaranteed for 6 months for major illnesses
Life assurance of 4 times your annual salary
Retailer discounts and salary sacrifice/deduction schemes
We're open to discussing working flexibly
Onsite gym at Head Office