Customer Service Officer; CSD

Overview

Customer Service Officer – Full time – Hybrid

This is a great opportunity to work within the friendly customer service team of Bath Building Society, providing excellent support to our customers, head office and Branch network. You will help customers open, manage and operate their savings accounts, being the first point of call for all customer queries for customers choosing to contact us by direct channels including Bath Online, email, web chat, post, and telephone.

The role is based at the Society’s Head Office, and the successful candidate is expected to attend the office at least three days a week. There will also be the requirement to work in a branch, 1 in 4 Saturdays per month.

Located on Queen Square in the centre of the beautiful city of Bath, the Society has been serving the city and supporting our local community since 1904. As a mutual Society we are committed to being an employer of choice, creating a diverse and inclusive team, managing our environmental impact and supporting our local community.

We are proud of the strong supportive culture at the Society. It’s a highly collaborative environment with great team spirit and we’re all passionate about providing a personalised service for our Members.

There’s a lot of exciting business change initiatives taking place right now and you’ll be working with great people who know their stuff and are committed to making change happen, while remaining true to the Society’s core values.

Primarily to provide customer service and administration support for members and savers who chose to transact with us remotely.

You will be helping customers open, manage and operate their savings accounts, being the first point of call for all customer queries for customers choosing to contact us by direct channels including Bath Online, email, web chat, post, and telephone.

Other responsibilities include:

• Be first point of contact for all savers who close to deal with us ‘directly’.
• To deal with customers wishing to deposit or withdraw funds. Process new account applications, make amendments to existing accounts. Process standing order requests, fund transfers including faster payments and CHAPS, accurately and within agreed timescales.
• To support the effective operation of the Society’s online systems and savings accounts, promoting the benefits of “Bath Online” to customers.
• Be able to answer all customer queries, on all the Society’s accounts range, (including the more specialist business and professional accounts).
• Play an active role in all Customer Relationship Management and customer retention initiatives, achieving annual customer service initiative targets as agreed.
• Take ownership for customer complaints and forward to the appropriate department, including recording where necessary.
• Follow agreed procedures created to protect members and Bath Building Society. Be alert for suspected money laundering issues, and complete all required Compliance training each year.
• Apply the Society's “Values” in all aspects of the role and ensure any areas where you believe the Society could improve or amend its policies and procedures are highlighted to the appropriate forums and/or committees in a timely manner.
• To be aware of the operational risks related to the job and how they relate to the overall risk management of the Society.
• Adopt a “get it right first time” approach and maintain 100% accuracy in respect of general processing.
• Provide support to other areas of the Society, where required.
• When needed, stand in for branch staff should there be a situation where the branch ‘pool’ is insufficient to service the needs of customers seeking a face-to-face service.
• Assist with projects aimed at improving customer service and experience.
• Positively motivate the Branches and Customer Service Department team members, that is responsible for servicing and supporting our members and other savers.

• Good communication skills – both oral and written
• Keen to provide an exceptional customer experience
• The ability to take ‘ownership’ of customer queries and complaints
• Excellent team-working skills
• Good interpersonal skills
• Ability to work…