Customer Relationship Consultant

SBS Skipton Building Society; Harrogate; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Annual discretionary bonus

25 days annual leave + bank holidays

Generous pension contributions

Private medical insurance

Employee assistance programme

Volunteer days

Job summary

SBS Skipton Building Society is seeking a Customer Relationship Consultant to join our Harrogate & Wetherby branches. This 12-month fixed-term role offers a 36-hour week and a salary of £27,000 per annum, with a strong emphasis on delivering tailored financial guidance to customers.

You will engage customers to understand needs, conduct My Review appointments, and educate on savings products, across branch, online and phone channels.

Qualifications

• Experience interacting with customers across channels, delivering service with clarity and empathy.
• Ability to adapt to different customer needs and provide appropriate solutions.
• Experience in a contact centre, retail, hospitality or similar high-service environment is desirable.

Responsibilities

• Engage with customers to understand and identify needs, tailoring solutions to their circumstances while safeguarding the society's interests.
• Be the first point of contact for customers in branch with enthusiasm and a helpful attitude.
• Conduct ‘My Review’ appointments face to face, virtually or by telephone.
• Proactively contact customers by phone to discuss needs and opportunities.
• Educate customers on a range of products and services and available communication channels.
• Use internal systems to maintain accurate customer records and support vulnerable customers appropriately.
• Follow policies, standards, controls and limits of authority with training and coaching.

Skills

Customer service

Communication

Teamwork

Time management

Problem solving

Listening skills

Tools

CRM systems

Job description

Hours: This role is for a 12 month fixed term contract position working full time 36 hours per week to support both Harrogate & Wetherby branch operating hours. Salary: £27,000 Per Annum Closing Date: Tue, 3 Nov 2026

Are you passionate about helping others and providing exceptional customer service? If so, then we have the perfect opportunity for you! We are recruiting for a Customer Relationship Consultant to work at our Harrogate & Wetherby Branch

The role of Customer Relationship Consultant includes engaging in conversations to find out our customers’ needs, providing information to them about our full savings range, products, and services that we offer. You will also engage with our customers through our ‘My Review’ appointments which is a great opportunity to understand and discuss our customers financial goals in a friendly conversation. By really listening to, and getting to know our customers, you will help them to review their circumstances and what their goals are, whether that be financial, family, retirement, peace of mind or even a new home and through this proactively identify the most appropriate products to suit their needs. All the while providing a straightforward, helpful service that lets your enthusiasm 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 so we are reaching our customers at relevant times. So, whether you are 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. Together, you can help us build a better Society!

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 organisation. 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 wellbeing.

Our colleagues say Skipton Building Society is a great place to work, and you could be one of them.

Whatever your background, and whatever your goals, we will help you take the next step towards a better future.

What Will You Be Doing?

• Engaging, understanding and identifying customer needs through asking great questions, listening to customers specific circumstances and tailoring the relevant solution to their needs whilst ensuring the right outcome for the customer and the society.
• Acting as the first point of contact for customers in branch with enthusiasm and a desire to help our customers.
• Conducting ‘My Review’ customer appointments face to face, virtually or by telephone.
• Proactively contacting our customers over the phone to identify and discuss their needs.
• Educate each customer on a range of products and services as well as the different communication channels they can utilise to engage with us directly.
• Use internal systems to ensure that a customer’s records are accurately maintained and are up to date, whilst ensuring vulnerable customers are identified and supported appropriately.
• Adhere to and understand the appropriate policies, standards, controls and limits of authority applicable to your role, supported by training, coaching and appropriate communication.

What Do We Need From You?

• You will have previous experience of interacting with customers. We’re happy to ‘think outside the box’ of wanting people who have previously worked in a bank or building society before. Your experience working with customers may be in person or over the phone, either is fine as Skipton’s customers are increasingly looking for flexible ways of engaging with us so your experience in a Contact Centre environment may be just what we’re looking for. Your experience may be in retail, food & beverage, guests services or even the 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.
• You will enjoy meeting new people and engaging in purposeful conversation.
• The ability to work well alongside others, with a ‘one-team’ mindset.
• The ability to react fast when the day gets busy and handle a wide variety of different customers with excellent time management.
• The desire and ability to grow, adapt and change whilst accommodating business needs and priorities.
• You will be an effective communicators with the ability to influence different audiences using suitable channels for achieving clear outcomes.
• That you are open to a broad range of activities even if outside of standard expectations

What Is In It For You?

The role of Customer Relationship Consultant will be a 12 month fixed term contract position working 36 hours per week. The salary is up to £27,000 per annum plus a range of benefits which includes:

• Annual discretionary bonus scheme.
• 25 days standard annual leave + bank holidays and rising 1 day per year of service to a maximum of 30 days after 5 years.
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days.
• Generous employer matched pension contributions – up to 10% per annum.
• We care about your health and wellbeing. You will have access to a benefits portal which includes an Employee Assistance Programme.
• There are always initiatives to get involved with charities with three paid volunteering days for you to use each year.
• Colleague mortgage and savings accounts, as well as a host of colleague discount schemes.
• A commitment to training and development.
• Private medical insurance for all our colleagues.
• Salary Sacrifice Scheme for hybrid/electric car.

Not just another building society.

Not just another job.

We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.

Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do. Whatever your background, and whatever your goals, we’ll help you take the next step towards a better future.

Why?

It’s just the way we are.

We care about sustainability and look to the long-term for both colleagues and customers. And we know that when we build better futures as individuals, we build better futures as a business.