Customer Service Consultant

Position Overview

Hours:

This role is a permanent, full‑time position working 36 hours per week to support branch operating hours at our Guiseley and Leeds branches.

Salary: £25,500 per annum (depending on experience). Closing date:
Thu, 23 Jul 2026.

As a Customer Service Consultant, you will engage with customers face‑to‑face, over the phone, or virtually, helping them find solutions and achieve their financial goals.

• Be the first point of contact: warmly welcome customers in‑branch and over the phone.
• Engage and understand: ask insightful questions to uncover and understand customers’ needs.
• Listen and tailor solutions: offer personalised solutions that meet customers’ circumstances.
• Proactively reach out to customers over the phone to identify needs and discuss how we can support them.
• Maintain accurate records: keep customer data up to date and focus on supporting vulnerable customers.
• Adhere to policies, standards and controls, with training and coaching to support you.

• Previous experience interacting with customers, preferably in a contact‑centre environment.
• Must have a passion for delivering exceptional service and a willingness to go above and beyond.
• Good teamwork skills with a one‑team mindset.
• Ability to work quickly under pressure and manage a wide variety of customers.
• A desire to grow, adapt and change while accommodating business needs.

• Annual discretionary bonus scheme.
• 25 days standard annual leave + bank holidays, rising by 1 day per year of service up to 30 days after five years.
• Holiday trading scheme to buy or sell additional leave days.
• Employer‑matched pension contributions up to 10% per annum.
• Private medical insurance for all colleagues.
• Salary sacrifice scheme for hybrid/electric car.
• Access to benefits portal including Employee Assistance Programme and employee discount platform.
• Three paid volunteering days per year for charitable work.
• Colleague mortgage and savings accounts and various discount schemes.
• Commitment to training and development.