Customer Assistant

Leek Building Society

East Midlands

Hybrid

GBP 22,000 - 28,000

Full time

14 days+

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Benefits offered by this job

Competitive salary rates

Contributory Stakeholder Pension Scheme

Minimum of 25 days paid holiday per annum

Parental Schemes

Sick Pay guarantee for 6 months for major illnesses

Life assurance of 4 times your annual salary

Employee assistance programme

Flexible working arrangements

Job summary

A regional financial service provider is seeking a Customer Assistant in the East Midlands to enhance member loyalty and support exceptional customer service. Ideal candidates will possess excellent interpersonal skills and the ability to work in a collaborative environment. You will promote the products and services of the Society and engage with customers across various channels. This full-time role offers a competitive salary, benefits, and a chance to contribute positively to the community.

Qualifications

Good level of numeracy and literacy.
Experience in a customer service environment.
Experience contributing effectively as part of a team.

Responsibilities

Build relationships with customers through various interactions.
Identify customer needs and promote Society’s products.
Process customer requests accurately and efficiently.

Skills

Excellent customer service skills

Ability to work as part of a team

Ability to identify customer needs

Ability to work on own initiative

Basic Microsoft Word and Excel skills

Job description

Employment type: Full Time, permanent position.

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 and engaging hybrid workplace where colleagues have the freedom to be themselves and grow their careers.

As the winner of the SME People Management award at the 2025 CIPD People Management Awards, the 8th most Inspiring Workplace in the UK, and a Top 100 globally Inspiring Workplace, we\'re committed to maintaining our award-winning proposition while helping our colleagues reach their true potential.

Job Purpose & Scope

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.

Duties and Key Responsibilities

Customer Service

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 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.

Risk Management and Branch Security

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.

Self-development

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

Person Specification

Qualifications & Knowledge

Good level of numeracy and literacy

Experience

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

Skills & Abilities

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

Other Requirements

Although a base branch will be allocated, and this will be the usual place of work, the role holder may be asked to work at other Leek Building Society branches/office locations from time to time.
Willingness to occasionally work outside standard branch opening hours to support events in the community/branch open evenings etc. is required.
A Basic DBS check will be undertaken upon an offer of employment.

What benefits are on offer: