Customer Service Associate

Full Time - 35 hours per week (Monday - Friday, 9:00am-5:00pm)

We are seeking a dedicated and enthusiastic Customer Service Representative to join our dynamic team. In this role, you will provide telephone and administration support to the Society’s new and existing savings and mortgage customers.

You will speak to savings customers, to help them service new or existing accounts, as well as handling general mortgage enquiries. You will also provide accurate and sometimes technical administration.

• Process all department transactions efficiently, accurately and within agreed Service Levels
• Adhere to the Society’s procedures in all areas of the role
• Provide support to customers using the Society’s online functionality
• Recognise and action lead opportunities for the Society
• Produce reports and management information as and when requested
• Be aware of any risks to the Society at all times and act within the Society’s reporting guidelines
• Ensure that expressions of customer dissatisfaction and complaints are escalated accordingly
• Support change management activities across business and digital transformation initiatives to ensure successful implementation and adoption of change.
• Assist in assessing the impact of change on people, processes, systems, and ways of working, identifying risks and mitigation actions where appropriate.
• Gather, analyse, document, and manage business requirements from stakeholders across multiple departments.
• Assist in identifying business issues, process gaps, and operational risks, recommending practical solutions and improvement opportunities.
• Support the planning and delivery of change initiatives, including stakeholder engagement, communication, business readiness, and implementation activities.
• Be responsible for managing own daily workload and tasks
• Be able to multi task and meet department service levels
• Deal with telephone and face to face enquiries received within the department promptly, ensuring that a high standard of customer service is provided
• Use initiative in identifying any practice and process improvements
• Assist with system testing when required
• You must act to deliver good outcomes for retail customers

We're looking for someone with:

• Proven experience in a customer service role within financial services is preferred
• Strong administration and data entry skills with a keen eye for detail
• Excellent proven telephone communication skills with the ability to articulate information clearly and effectively
• Strong analytical skills to assess situations and provide appropriate solutions
• A positive attitude with a willingness to learn and adapt in a fast-paced environment

• Competitive salary and annual performance bonus
• Comprehensive training and ongoing professional development
• Pension scheme and life assurance
• Opportunities for career progression within a growing organisation