Customer Consultant

Monmouthshire Building Society; Cardiff; On-site; GBP 25,000 - 35,000; Full time

Job summary

A local mutual organisation is seeking a Customer Consultant in Cardiff to support customers with financial products and services. The role involves handling cash transactions and applications while delivering exceptional service across various channels. Candidates must have a clean driving licence and the ability to speak Welsh. This full-time position offers comprehensive training and a commitment to community values.

Benefits

25 days’ holiday plus bank holidays

Structured training and development

Health and wellbeing benefits

Generous Stakeholder Pension Scheme

Qualifications

• Full, clean driving licence is mandatory.
• Ability to speak Welsh is essential.

Responsibilities

• Support customers with their financial needs across all channels.
• Handle cash transactions and assist with savings and mortgage applications.
• Provide exceptional service in person, over the phone, and online.

Skills

Customer service orientation

Attention to detail

Digital tool proficiency

Team player

Job description

Overview

The Vacancy

At Monmouthshire Building Society, being a Customer Consultant means being the face and heart of our branches and supporting our customers with our great services, across all our channels. From serving members at the counter to helping them over the phone or online, you'll be delivering exceptional service every time. You'll handle cash transactions, assist with applications (savings, mortgages, bonds etc.), support digital services, and respond to queries with empathy and clarity. You will be trained fully to ensure you shine in every aspect of the role. This position is full-time, Monday to Friday 9am-5pm, with a requirement to work two Saturdays each month (time given back in lieu). Please note that this opportunity is a fixed-term contract until the end of July 2026.

• What you’ll be doing

What you’ll be doing

• Understand and respond to customers by stepping into their shoes and using feedback to empathise with their needs, ensuring decisions start and finish with the customer in mind.
• Make your voice heard by being brave and direct, sharing diverse perspectives to reach the best conclusions, and communicating in clear language understood by everyone.
• Get things done by prioritising high-impact work, challenging the status quo, taking accountability for continuous improvement, and delivering brilliant customer outcomes.

About you

Are you someone who wants to make a difference for our customers? Working for a building society you will support customers with a range of financial products and provide service across our suite of offerings. You’ll use digital tools and applications, and adapt your style to meet each customer’s needs. We want someone who:

• Puts members first: cares about helping people, listening, and adapting to their needs.
• Is service-oriented: friendly, reliable, and able to simplify complex things.
• Is digitally comfortable: willing to learn and assist with digital tools and applications.
• Has strong attention to detail: accuracy in cash handling, paperwork and systems is essential.
• Is a team player: supports colleagues, shares ideas, and collaborates to improve.
• Embraces our values: mutuality, community, fairness, trust.

Essential Requirements

• A full, clean driving licence is mandatory, as you will be required to work across two branch sites (Cardiff and Swansea).
• The ability to speak Welsh is essential to serve Welsh-speaking members in their own language.

About Monmouthshire Building Society

We’ve been helping people save for their futures, buy homes, and build security for over 150 years. We are a mutual organisation owned by our members, so decisions are made with their interests first. We are rooted in our communities, inclusive in our work, and committed to fair, transparent, and supportive business practices.

What you’ll get

• 25 days’ holiday, plus bank holidays, plus a day off on your birthday; option to purchase additional holidays.
• Structured training and development, including a rotational development programme.
• Up to 14 hours of paid Society leave to volunteer for local community initiatives.
• Health and wellbeing benefits including 24-hour Employee Assistance Programme, subsidised flu jabs and eye tests.
• Private healthcare (subject to medical disclosure form).
• Personal health cash plan and dental cover (subject to selection).
• Life Assurance – 4x basic salary, plus critical illness cover.
• Generous Stakeholder Pension Scheme – Society contributes 10% on top of your 3% own contribution.

What to expect next

If this sounds like you, please apply today. We aim to respond to everyone and let you know the outcome once applications close; if there is high interest we may close sooner. During the early weeks, no holidays are planned to help you settle in.

Why MonBS?

Because you want to work somewhere purpose-driven where helping people matters. Because you believe in fairness, honesty, and community. Because you want to make a real difference locally. If you’re passionate about helping people, committed to excellent service, and want to grow with us, we would love to hear from you.

The Company

Monmouthshire Building Society values the diversity of all sections of the community. We welcome applications from everyone who shares our values. As a financial services organisation regulated by the PRA and FCA, our staff must be honest, financially sound, and maintain high levels of competence. Therefore our pre-employment checks include adverse credit checks and criminal records checks (DBS checks) at the basic disclosure level for most roles, and at standard level for certain roles.