Member Relationship Assistant

Powered by purpose

Posted on 16 Sep 2026

At Scottish Building Society, every role helps us achieve our purpose of Helping Generations Prosper. This is more than banking. It is about helping people feel confident about money, supporting them through big life moments and being part of a Society that is growing, changing and looking ahead. We are proud of our history, but we are building for the future using fresh ideas, better ways of working and real teamwork to make a positive difference for our members, colleagues and communities.

The role of Member Relationship Assistant is an integral part of this. Reporting to the Relationship Centre Manager (Edinburgh & Galashiels), the Member Relationship Assistant will be responsible for helping deliver our purpose of Helping Generations Prosper by providing exceptional, personalised service, building strong member relationships and increasing awareness of our products and services to support retention, growth and new member acquisition, including through online channels.

What this role helps us achieve

• Members receive clear, personal and practical support that helps them feel confident about their money.
• Trusted relationships are built through service that is human, responsive and genuinely useful.
• Members are supported through important life moments with care, accuracy and sound judgement.
• Society growth by retaining existing members, welcoming new ones and increasing awareness of our products and services.
• Members can connect with us through the channels that work best for them, including our online services.
• Insight and collaboration across the Society lead to practical improvements for members, colleagues and the wider organisation.

What you’ll bring

• A genuine commitment to putting members and customers at the heart of every interaction.
• Clear, confident and approachable communication, with the ability to make information easy to understand.
• Curiosity and fresh thinking, with an interest in using insight, digital tools and new ideas to improve how we work.
• A proactive and dependable approach, with the confidence to take ownership and move things forward.
• A collaborative mindset and the ability to build positive relationships, share ideas and contribute to collective success.
• Care, sound judgement and attention to detail, recognising the impact our work can have on people’s lives and financial futures.

Service

• Create a welcoming front-of-house experience and provide prompt, personal support across face-to-face, inbound and outbound channels.
• Build trusted relationships by listening carefully, asking the right questions and finding practical solutions that reflect members’ financial objectives.
• Give clear, accurate and timely information about our products, services and available support, helping members make informed decisions.
• Support new and existing members throughout their relationship with the Society, from opening an account to ongoing account servicing and closure.
• Complete transactions and account maintenance accurately and efficiently, including transfers, cheque requests, Faster Payments, closures and bond maturities.
• Apply appropriate care and judgement when supporting customers with characteristics of vulnerability, powers of attorney or bereavement-related matters.
• Promote online services where they meet members’ needs and make it easier for them to access and manage their accounts.
• Record, own and progress complaints in line with regulatory guidance and timescales, keeping members informed and involving relevant teams when needed.
• Use ELO effectively to manage workflows,…