Customer Representative

Leeds Building Society; Newcastle upon Tyne; Hybrid; GBP 23,000 - 26,000; Full time

Job summary

Join a forward-thinking company that has been helping individuals achieve home ownership since 1875. This role in the Contact Centre allows you to make a real difference in customers' lives by providing exceptional service and support. You will be the first point of contact for inquiries, using your communication skills to create positive experiences. With opportunities for hybrid working after six months, you can enjoy a balanced work life while contributing to a purpose-driven team. If you are passionate about customer service and looking for a rewarding career, this position is for you.

Benefits

Annual colleague bonus of up to 12%

Hybrid working with 60% of time at home

Matched pension contributions up to 10%

26 days holiday plus bank holidays

Holiday purchase scheme of up to 5 days

Colleague Mortgage and Saver products

2 days' volunteering per year

Qualifications

• Experience in a customer service environment is essential.
• Strong communication and interpersonal skills are required.

Responsibilities

• Handle inbound customer calls and resolve queries efficiently.
• Support customers with IT issues and online self-service.

Skills

Customer Service Experience

Communication Skills

Interpersonal Skills

IT Knowledge

Problem Solving

Time Management

Empathy

Resilience

Education

GCSEs including Maths & English

Tools

Microsoft Word

Microsoft Excel

Job description

Ready to Build an Extraordinary Career in Financial Services?

Join our dynamic team! We're offering a competitive salary between £23,000 - £25,500, depending on your experience. Grow with us and be rewarded for your expertise and dedication

How you'll help us live our purpose

We've been helping our members save for their future and buy a home of their own since 1875. By joining us, you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do and one we're proud of. And you can play your part too – join our dedicated team in Our Contact centre and we'll support you to give our members the great service we pride ourselves on, whatever they're saving for.

Our next induction date: 4th August 2025

Hours of work:

Our vibrant contact centre is open Monday to Friday 8am-6pm and Saturdays 9am-5pm.

You'll work 35 hours a week with a set eight-week rota including one in three Saturdays. On successful completion of your first 6 months, you'll also have the option for hybrid working.

How you'll make a difference

As the first point of contact for our customer's inbound calls you'll thrive on creating a positive experience whether it's a call about savings or mortgages. Customer calls range from balance enquiries to speaking to the members about their mortgage payments to more complex queries.

You'll use your IT knowledge and skills to help customers self-serve online, support with technical issues and respond to social media messaging.

Taking ownership of every call, you'll aim to resolve customer queries as efficiently and effectively as possible whilst recognising that on occasions you may need to collaborate with other teams and arrange a call back to provide the right solution.

Whatever your day brings, your work will really make a difference and you'll feel proud of delivering positive outcomes for our customers.

What you'll bring to the role:

• We'd love to hear from you if you have experience of working in a customer service environment.
• Have strong communication and interpersonal skills and can build positive and relationships with customers and colleagues.
• Able to handle high volumes of calls efficiently and with professionalism.
• Able to manage own your workload and structure your day. Can prioritise and multi-task when required whilst completing tasks to a high standard.
• Show empathy and resilience when faced with demanding situations and can adapt to a wide variety of customer scenarios.
• Ability to process verbal and written information, assess a situation and make good judgements.
• Computer literate and is comfortable with Microsoft Word and basic Excel.
• Educated to GCSE standard (including Maths & English level 4-9) or equivalent experience.

And in return, you'll get the best from us:

• An annual colleague bonus of up to 12%
• Hybrid working with 60% of your time at home
• Matched pension contributions of up to 10%
• 26 days holiday, plus bank holidays and holiday purchase scheme of up to 5 days each year
• Colleague Mortgage and Saver products
• 2 days' volunteering per year

We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

Why choose Leeds Building Society?

Our business is centred around our people. Our colleagues are at the heart of everything we do and we're extremely proud of our Inclusive Employers Gold accreditation in 2023. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You'll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises the progress we're making to embed our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.

Why wait? Apply now

We'd love to hear from you. But don't wait around - we may close the advert early and we'd hate for you to miss out.

Leeds Building Society is devoted to creating a culture and workplace that is representative of the communities we serve. If you'd like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter as we'd like to find out more about the skills and experience that you could bring to the Society. We're committed to supporting you to be at your best and if you'd like to discuss any reasonable adjustments, please reach out to us on [e-mail].