Apprenticeship - Customer Assistant

Lo
ca
tion
:
Macclesfield

Working hours: 35 hours per week

Reports to: Branch Manager

The Organisation

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
.

To deliver excellent customer service by building strong relationships with existing and new members and promoting the Society’s products and services.
The role holder will contribute to the overall success of the branch by working collaboratively with colleagues, supporting team performance, and demonstrating leadership behaviours through role modelling, knowledge sharing, and a proactive approach to continuous improvement.
During your employment you will complete the Level 3 Senior Financial Services Customer Adviser Apprenticeship.

• Build strong relationships with customers, promoting member loyalty through high-quality interactions across face-to-face, telephone, and digital channels.
• Identify customer needs and recommend appropriate products and services, either directly or through referral to specialist colleagues.
• Operate within open member areas, proactively engaging with customers to enhance their experience and maximise service opportunities.
• Demonstrate flexibility and adaptability to meet customer needs in line with the Society’s Values.
• Deliver all transactions accurately and efficiently, ensuring compliance with operational procedures and balancing requirements.
• Undertake outbound customer contact to promote products and services where appropriate.
• Act as a role model for excellent customer service, setting standards for others through behaviour and approach.
• Share knowledge and best practice with colleagues to drive consistent service quality across the team.
• Demonstrate awareness of how behaviour and communication impacts others, adapting approach to support positive outcomes.
• Identify and support the continuous improvement of customer experiences through the challenge and development of customer processes’.
• Encourage customers to provide feedback
• Conduct customer interviews adhering to the T&C scheme

• Adhere to all Society policies and procedures to mitigate risk and ensure compliance at all times.
• Identify, elevate and report risk events in line with the Risk Management Policy.
• Maintain high levels of accuracy and attention to detail in all work activities.
• Support a positive risk culture by encouraging adherence to policies and raising concerns appropriately.
• Deliver a getting it right first time culture and learning from errors so no repeats
• Comply with all regulatory requirements relevant to the role.
• Act as an ambassador for the Society, consistently demonstrating its Values and professional standards.
• Maintain a strong understanding of the Society’s products, services, and processes.
• Work collaboratively across the branch network, including supporting other locations where required.
• Demonstrate initiative and a proactive approach to work and team support.
• Support the Branch Manager in strengthening the Society’s presence within the local community, including participation in events and networking activities where appropriate.
• Contribute to branch initiatives and help coordinate activities where required.
• Remain adaptable and open to change, supporting others through change where appropriate.

• To achieve individual objectives including a branch champion role, supporting the achievement of Branch Network objectives and thereby contributing to the overall success of the society
• Collaborate with Head Office colleagues to improve overall customer…