Customer Assistant

Working Hours

35 hours per week.

Branch Manager.

At Leek Building Society, we pride ourselves on being a force for good. We exist to help our communities grow, so they can do great things today and even better things tomorrow.

Our colleagues are one of the communities we support. We’ve created an inclusive, engaging workplace where colleagues have the freedom to be themselves and grow their careers.

We’re proud to be an award‑winning employer, accredited as a ‘Great Place to Work’ based on our latest colleague survey, and we’re equally proud to have been recognised externally for the work we do – winning Best Building Society at the British Bank Awards and Best Specialist Mortgage Provider
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To build relationships with existing and new customers, promoting the Society’s products and services. Working as part of a team to deliver exceptional customer service to meet the needs of our existing and new members.

• Building customer relationships and growing member loyalty through the interaction and engagement with them either on a face‑to‑face basis, over the telephone or via video call.
• Identifying customer needs and promoting the products and services that Leek Building Society can provide, whether that be directly or by referring to specialist colleagues.
• To make use of open spaces and member zones, you will work in these areas at the direction of your Branch Manager. You will be expected to utilise your Customer Experience skills training to maximise member engagement and support the provision of exceptional customer service.
• To demonstrate flexibility in action and thinking to provide excellent customer service in line with the Society’s Values.
• To carry out any tasks that have been delegated from the Branch Manager.
• To contact customers by outbound telephone calls to promote the Society’s products and services.
• To process all customer requests accurately and efficiently, making sure that tills balance and all administration is processed accurately the first time.
• To achieve individual objectives, supporting the achievement of Branch Network objectives and thereby contributing to the overall success of the Society.
• To work from other branches from time to time to support operational demand requirements.

• To adhere to the Society’s policies and procedures at all times to mitigate risk.
• To identify and report risk events in accordance with the Risk Management Policy.
• To ensure that work is carried out accurately. Attention to detail is essential.
• To comply with all Leek Building Society policies and regulatory requirements.
• To understand the importance of a risk culture as it applies to the Customer Assistant role.
• To embrace and work in line with the Society’s core values.
• To have a good understanding of the Society’s products, services and processes required to carry out the role.
• To work as part of a team providing flexibility where required. This includes travelling to other locations within the business.
• To be able to work on own initiative.
• To support the Branch Manager to raise the branch profile in the area by participating in networking and community events. This could include working outside the normal contracted working hours.
• To be receptive of and willing to embrace change.
• To present a professional image at all times.

• To take ownership of your own development by actively participating in 1-2-1’s and Personal Development Reviews.
• To keep up to date with training requirements including e‑learning and attending training courses where required.

• Good level of numeracy and literacy

• Experience of working in a customer service environment
• Experience of contributing effectively working as part of a team

• Excellent customer service skills are essential for this role
• Ability to work as part of a team
• Ability to identify customer needs
• Ability to work on own initiative, demonstrate a can‑do approach and be willing to learn
• Ability to competently use the basic functions on Microsoft Word and Excel

• A…