Customer Consultant

About This Role

Hours:

This role is for a permanent position working full time 36 hours per week to support branch operating hours. Salary: £25,500 per annum. Closing date:
Fri, 24 Jul 2026.

We are the fourth biggest building society in the UK, a mutual organisation owned by our members, with a purpose to help people achieve more in life. Our branches are the heart of our local communities, while we also serve customers through online and contact centre channels. We value diversity and welcome colleagues from all backgrounds.

• Be the first point of contact: warmly welcome customers, both in-branch and over the phone, and make a lasting positive first interaction.
• Engage and understand: ask insightful questions to uncover and understand customers’ needs, and provide tailored solutions.
• Listen and tailor solutions: offer personalized solutions that meet each customer’s unique circumstances and our society’s goals.
• Proactive outreach: reach out to customers over the phone to identify their needs and discuss how we can support them.
• Maintain accurate records: keep customer records up-to-date and accurate, focusing on supporting vulnerable customers.
• Adhere to policies: understand and follow our policies, standards and controls with training and coaching.

• Previous experience of interacting with customers, ideally in banking, retail, food & beverage, guest services or similar.
• Experience working face‑to‑face or over the phone; contact centre experience is a plus.
• Passion for delivering exceptional service and going above and beyond.
• Strong teamwork and ‘one‑team’ mindset.
• Ability to react quickly when busy and manage a wide variety of customers with excellent time‑management.
• Desire and ability to grow, adapt and change while accommodating business needs.

• Permanent role, 36 hours per week.
• Salary of £25,500 per annum plus an annual discretionary bonus scheme.
• Annual leave: 25 days standard plus bank holidays, rising one day per year of service to a maximum of 30 days after five years; holiday trading scheme.
• Employer‑matched pension contributions up to 10% per annum.
• Employee assistance programme, private medical insurance and access to a benefits portal with discounts.
• Three paid volunteering days per year and a commitment to training and development.
• Salary sacrifice scheme for hybrid/electric car. Generous colleague mortgage and savings accounts.