Customer Service Adviser - Money

Skipton Building Society; Redcar; Hybrid; GBP 23,000; Full time

Job summary

A leading contact center is seeking individuals for customer service roles within its Money Direct department, offering a salary of £23,000 per annum and providing comprehensive training. The position fosters a supportive environment for employee development and offers hybrid working options post-training, with ample benefits including annual leave, a bonus scheme, and a variety of employee support programs.

Benefits

Hybrid and flexible working options

25 days annual leave + bank holidays + increase with service to 30 days

Annual discretionary bonus

Training and development programs

Private medical insurance

Matching pension contributions (up to 10%)

Health and wellbeing support including cycle to work and gym discounts

Colleague mortgage scheme (conditions apply)

Qualifications

• Significant customer service experience, face-to-face or telephony.
• Strong communication and active listening skills.
• Enthusiasm for role development and new skills.

Responsibilities

• Handle customer inquiries about savings accounts, including transactions and amendments.
• Recommend suitable products and services, collaborating with the Financial Advice Team.
• Support customers with complaints and vulnerabilities empathetically.

Skills

Customer service experience

Communication skills

Active listening skills

Resilience

Job description

Hours: 35 hours per week - shift patterns supporting department operating times with occasional Saturday morning shifts on a rota basis. This role requires a set start date. Successful candidates are expected to join on Monday 18th August, complete 3 weeks of training, with limited holiday or appointment clashes. Hybrid and flexible working considered after training, depending on role performance and business needs.

Salary: £23,000 Per Annum

Closing Date: Sun, 22 Jun 2025

About Us

Join an award-winning contact centre that prioritizes its people’s development and career growth. Money Direct is ranked as one of the best big companies to work for. We are the fourth largest building society in the UK, owned by our members, not shareholders.

Our colleagues say Skipton is a great place to work, and you could be part of it, bringing new ideas to keep customers at the heart of what we do. We support all backgrounds and goals, helping you take the next step towards a better future.

Departments and Team Structure

Within our Money Business, departments include Customer Outcomes, Money Operations, Financial Advice, and Branch & Money Direct. After training, you’ll join a Customer Contact Team with a Team Leader, seniors, and fellow new starters. You’ll collaborate with teams across Money Direct and beyond, including Resource Planning, Mailroom & Image Processing, Bereavements, and Customer Relations.

Benefits

• Hybrid and flexible working options
• Refurbished head office with vibrant workspace
• Annual discretionary bonus
• 25 days annual leave + bank holidays + increase with service to 30 days
• Holiday trading scheme
• Matching pension contributions (up to 10%)
• Colleague mortgage scheme (conditions apply)
• Salary sacrifice for hybrid & electric cars
• Training and development programs
• Private medical insurance
• 3 paid volunteering days annually
• Diverse colleague networks including Carers and Pride Alliance
• Health and wellbeing support including cycle to work and gym discounts

Training and Onboarding

Three weeks of initial training with expert trainers and a 4-week transition with Support Specialists. You’ll learn about Skipton, our products, services, and processes through online learning, call listening, shadowing, and cross-team meetings.

Role Responsibilities

• Handle customer inquiries about savings accounts, including transactions and amendments
• Engage in positive conversations about financial products
• Use open-ended questions to understand customer needs and future plans
• Recommend suitable products and services, collaborating with the Financial Advice Team
• Work efficiently during busy periods, maintaining high service standards
• Support customers with complaints and vulnerabilities empathetically
• Drive continuous improvement in customer experience by challenging current processes

Candidate Requirements

• Significant customer service experience, face-to-face or telephony
• Ability to tailor service to diverse customer needs
• Strong communication and active listening skills
• Resilience during busy periods
• Experience with policies, procedures, and targets
• Enthusiasm for role development and new skills
• Genuine desire to support and help customers

Right to Work

Applicants must demonstrate the right to work in the UK prior to employment. This role does not qualify for sponsorship under the Skilled Worker route, so candidates must be able to provide proof of right to work without sponsorship.