Customer Service Consultant

The role of Customer Consultant includes engaging in conversations to find out our customers' needs, providing information to customers about our full savings range, products and services that we offer. By really listening to and getting to know our customers you will help them to review their circumstances and what their goals are, while providing a straightforward, helpful service that lets your enthusiasm and professionalism shine through.

Our branches are the heart of our local communities, however increasingly our customers want the flexibility of doing transactions online and engaging with us via our contact centre. In branch we can support our customers face to face, virtually and by outbound contact so we are reaching our customers at relevant times. So, whether you are 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 in time a fountain of knowledge to help them achieve their financial goals.

• Be the First Point of Contact: warmly welcome customers, both in‑branch and over the phone, making a lasting impression and ensuring their first interaction with us is a positive one.
• Engage and Understand: ask insightful questions to uncover and understand customers’ needs, ensuring you provide tailored solutions that truly make a difference.
• Listen and Tailor Solutions: listen carefully to each customer’s unique circumstances and offer personalized solutions that meet their needs, ensuring the best outcomes for both the customer and our society.
• Proactive Outreach: reach out proactively to customers over the phone, identifying their needs and discussing how we can support them.
• Maintain Accurate Records: use our internal systems to keep customer records up‑to‑date and accurate, with a special focus on identifying and supporting vulnerable customers.
• Adhere to Policies: understand and adhere to our policies, standards and controls, with comprehensive training and coaching to support you in your role.

• Previous experience interacting with customers, ideally in a bank, building society or contact centre environment.
• Experience working with customers in person or over the phone, from retail, food & beverage, guest services, health or care sectors.
• A passion for delivering exceptional service and going above and beyond.
• Ability to work well alongside others, with a ‘one‑team’ mindset.
• Ability 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 whilst accommodating business needs and priorities.

We are a Disability Confident Employer. A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. In certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non‑disabled people.

For more details please go to (link).

Not just another building society. Not just another job. We are the fourth biggest building society in the UK and what makes us a bit different is that we’re a mutual organisation. We do not have shareholders; we are owned by our members. We are interested in who you are as a person. Why? Because our membership is made up of many kinds of people and we want our colleagues to be just as diverse.

Our purpose is to help more people have a home, help people save for life ahead and support long‑term financial wellbeing. Together, you can help us build a better Society! Our colleagues say Skipton Building Society is a great place to work, and you could be one of them. Whatever your background, and whatever your goals, we will help you take the next step towards a better future.

The role will be on a permanent basis, working 36…