Customer Consultant

Yorkshire Building Society; Cromer; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Holiday allowance

Bonus opportunity

Pension scheme

Private medical insurance

Employee benefits portal

Job summary

Yorkshire Building Society in Cromer is seeking a Customer Service Advisor to join the branch team. You’ll build relationships with members, help them with accounts, savings and mortgage needs, and provide support across in-branch, phone, and online channels.

The role emphasizes doing what’s right for members with no sales pressure, in a friendly, community-focused environment. You’ll work as part of a small team focused on delivering an outstanding customer experience.

Qualifications

• Mindset and values matter more than a background in financial services or prior customer service experience.
• Strong communication and empathy to create a welcoming environment.
• Ability to build relationships with members and colleagues.

Responsibilities

• Assist members with accounts across branch and channels (in-branch, phone, online).
• Help customers with savings and mortgage needs, including counter transactions and referrals.
• Contribute to delivering a high-quality customer experience with a simple, friendly service.

Job description

If you enjoy connecting with people and making a difference, a career in Customer Service within our Branch Network could be a fantastic opportunity for you. As one of the largest and most impactful teams at YBS, our Branch Network plays a vital role in shaping the success of our organisation. We’re always looking for ways to enhance the customer experience, improve efficiency, and explore new ideas. And as we embark on an exciting digital transformation, the future is full of possibilitiesfor us and for you.

About the Role

As a Customer Service Advisor, you’ll:

• Build meaningful relationships with our members and help them find the right products and services to support their goalswhether that’s saving for a special trip, buying a first home, or planning for the future.
• Communicate confidently across multiple channels, including in-branch, over the phone, and online, to support members with their accounts.
• Focus on doing what’s right for our memberswithout the pressure of sales targets.

Each YBS branch has its own unique character and strengths, making every location a special place to work. Here’s what the hiring manager says about our Cromer Branch.

We are a friendly team looking for someone to join the experienced team of 5 here to help us deliver and drive our fantastic customer experience in the Cromer branch. If you are passionate about getting to know our customers and making sure all their needs are looked after and can demonstrate you care for people then you may be a perfect fit. We see lots of regular customers who we love getting to know along with welcoming and encouraging new customers to our branch, our customers quite often comment on the family like atmosphere and we take pride in the service they receive in the branch.

We are looking for a team member who can service our customers through all business channels with a focus on helping them at the first point of contact so they feel we are easy and simple to do business with. Your day will be varied and will include helping customers with all of their savings and mortgage needs and requirements, including counter transactions, savings meetings and appropriate referrals.

About You

You don’t need a background in financial services or years of customer service experience. What matters most is your mindset and values. We’re looking for someone who:

• Is motivated to go the extra mile for colleagues and members, contributing to shared goals.
• Thrives in dynamic environments and embraces change with curiosity and positivity.
• Values diversity and understands the importance of different perspectives, experiences, and skills.
• Shows empathy and emotional intelligence, creating a welcoming and supportive atmosphere for everyone.
• Builds strong, respectful relationships with members and teammates.
• Has a growth mindset and is eager to learn through our training and development opportunities.
• Is confident using digital tools and open to learning new technologies.
• Is committed to personal development and staying future-ready.

About Us

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

Flexibility.

We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.

Development.

We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity.

We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

About our Benefits

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

• Holiday. You’ll get 28 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
• Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
• Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
• My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts