Customer Consultant

Skipton; West Kirby; On-site; GBP 24,000; Full time

Job summary

Skipton Building Society is seeking a Customer Consultant for its West Kirby and Chester branches. This permanent position requires 18 hours of service per week, with a focus on providing exceptional customer service. Candidates should possess a strong ability to engage with customers, adapt to busy environments, and show a commitment to community values.

Benefits

Annual discretionary bonus scheme

25 days annual leave plus bank holidays, increasing to 30 after 5 years

Generous employer-matched pension contributions (up to 10%)

Private medical insurance

Access to Employee Assistance Programme and online discounts

Qualifications

• Experience in customer service roles; open to backgrounds in retail or health.
• Team player with a 'one-team' mindset.
• Ability to adapt in a busy environment.

Responsibilities

• Greet customers warmly and ensure positive interactions.
• Understand customer needs and provide tailored solutions.
• Maintain accurate customer records and adhere to policies.

Skills

Customer Service

Time Management

Communication

Job description

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Customer ConsultantHours:
This role is a multisite role to work in both our West Kirby and Chester branches. You will predominantly be based in West Kirby; however, we are looking for someone who is able to work in Chester as required.

The role will be on a permanent basis, working 18 hours per week - days and hours will be based on business need, and we will discuss this at interview. Please note there will be a requirement to work on Saturdays in Chester on a rota basis, approximately 2 Saturdays per month, for which you will get time back in lieu.

Salary:
£23,600 Pro Rata

Closing Date:
Sun, 6 Jul 2025

Are you passionate about helping others and providing exceptional customer service?

Would you like to join an organisation that puts its customers at the heart of what they do?

If so, then Skipton Building Society has the perfect opportunity for you!

We are recruiting for a Customer Consultant to work at our multisite in West Kirby and Chester.

The role of Customer Consultant includes engaging in conversations to find out our customers' needs, providing information about our full savings range, products, and services. By really listening to and getting to know our customers, you will help them review their circumstances and goals while providing a straightforward, helpful service that lets your enthusiasm and professionalism shine through.

Our branches are the heart of our local communities; however, increasingly, our customers want the flexibility of doing transactions online and engaging with us via our contact centre. In-branch, we can support our customers face-to-face, virtually, and by outbound contact, reaching our customers at relevant times. Whether promoting a new product or resolving a problem, you will always place our customers' needs at the heart of everything you do and provide a first-class service every time.

For our customers, you will be more than just the friendly face and voice of Skipton Building Society. You will be a listener, a problem solver, and in time, a fountain of knowledge to help them achieve their financial goals.

Who Are We?

Not just another building society. Not just another job.

We are the fourth biggest building society in the UK, and what makes us a bit different is that we're a mutual organization. We do not have shareholders; we are owned by our members.

We are interested in who you are as a person. Why? Because our membership is made up of many kinds of people, and we want our colleagues to be just as diverse. Our purpose is to help more people have a home, help people save for life ahead, and support long-term financial well-being.

Together, you can help us build a better Society!

Our colleagues say Skipton Building Society is a great place to work, and you could be one of them. Whatever your background and goals, we will help you take the next step towards a better future.

What Will You Be Doing As A Customer Consultant?

1. Be the First Point of Contact: You'll warmly greet customers, both in-branch and over the phone, making a lasting impression and ensuring their first interaction with us is positive.
2. Engage and Understand: By asking insightful questions, you'll uncover and understand our customers' needs, ensuring you provide tailored solutions that truly make a difference.
3. Listen and Tailor Solutions: You'll listen carefully to each customer's unique circumstances and offer personalized solutions that meet their needs, ensuring the best outcomes for both the customer and our society.
4. Proactive Outreach: You'll proactively reach out to customers over the phone, identifying their needs and discussing how we can support them.
5. Maintain Accurate Records: Using our internal systems, you'll ensure customer records are up-to-date and accurate, with a special focus on identifying and supporting vulnerable customers.
6. Adhere to Policies: You'll understand and adhere to our policies, standards, and controls, with comprehensive training and coaching to support you in your role.

What Do We Need From You?

1. You will have previous experience of interacting with customers. We're happy to consider candidates who have worked in a bank, building society, retail, food & beverage, guest services, or health/care sector. Whatever your background, if you can demonstrate a passion for delivering exceptional service and going above and beyond, we're happy to consider you.
2. The ability to work well alongside others, with a 'one-team' mindset.
3. The ability to react quickly when the day gets busy and handle a wide variety of customers with excellent time management.
4. The desire and ability to grow, adapt, and change while accommodating business needs and priorities.

What Is In It For You?

This role is a multisite position working in both our West Kirby and Chester branches. You will primarily be based in West Kirby but must be able to work in Chester as required.

The role is permanent, working 18 hours per week. Days and hours will be based on business needs, to be discussed at interview. There will be a requirement to work on Saturdays in Chester on a rota basis, approximately 2 Saturdays per month, with time back in lieu.

The salary is £23,600 per annum plus a range of benefits including:

• Annual discretionary bonus scheme
• 25 days of annual leave plus bank holidays, increasing to 30 days after 5 years
• Holiday trading scheme (buy/sell additional leave)
• Generous employer-matched pension contributions (up to 10%)
• Access to a benefits portal including Employee Assistance Programme and online discounts
• Charity volunteering days (3 paid days per year)
• Colleague mortgage and savings accounts, discount schemes
• Commitment to training and development
• Private medical insurance
• Salary Sacrifice Scheme for hybrid/electric cars