Customer Relationship Consultant

Job Overview

We are recruiting for a Customer Relationship Consultant to work at our Hexham branch. The role includes engaging in conversations to find out our customers’ needs, providing information about our savings range, products and services, and conducting ‘My Review’ appointments face‑to‑face, virtually or by telephone. You will also proactively identify suitable products and provide a straightforward, helpful service that puts customer needs at the heart of everything you do.

The position is permanent, 36 hours per week, with a salary of £26,750 per annum.

• Engage, understand, and identify customer needs through asking great questions, listening to customers’ specific circumstances, and tailoring the relevant solution to their needs while ensuring the right outcome for the customer and society.
• Act as the first point of contact for customers in the branch with enthusiasm and a desire to help our customers.
• Conduct ‘My Review’ client appointments face‑to‑face, virtually, or by telephone.
• Proactively contact customers over the phone to identify and discuss their needs.
• Educate each customer on a range of products and services and the different communication channels they can use to engage with us.
• Use internal systems to maintain accurate and up‑to‑date customer records, ensuring vulnerable customers are identified and supported appropriately.
• Adhere to and understand the appropriate policies, standards, controls and limits of authority applicable to your role, supported by training, coaching and appropriate communication.

• Previous experience of interacting with customers, ideally in a bank, building society, contact centre, retail, food & beverage, guest services or health/care sector.
• 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 fast when the day gets busy and handle a wide variety of customers with excellent time‑management.
• Desire and ability to grow, adapt and change while accommodating business needs and priorities.
• Effective communication skills with the ability to influence different audiences using suitable channels for achieving clear outcomes.
• Openness to a broad range of activities even if outside standard expectations.
• Disability Confidence (company’s commitment to disability inclusion).

A Disability Confident employer will generally offer an interview to any applicant who declares they have a disability and meets the minimum criteria for the job as defined by the employer.

• Annual discretionary bonus scheme.
• 25 days standard annual leave plus bank holidays plus a rising 1 day per year of service to a maximum of 30 days after 5 years.
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days.
• Generous employer matched pension contributions – up to 10% per annum.
• Access to a benefits portal including an Employee Assistance Programme and an online employee discount platform (retailers, entertainment, eating out and travel).
• Three paid volunteering days per year to get involved with charities.
• Colleague mortgage and savings accounts and a host of colleague discount schemes.
• A commitment to training and development.
• Private medical insurance for all colleagues.
• Salary Sacrifice Scheme for hybrid or electric car.