Customer Service Adviser - Money

SBS Skipton Building Society; Skipton; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Annual bonus

25 days leave

Pension scheme

Product discounts

Flexible working

Private medical insurance

Wellbeing app

Volunteer opportunities

Cycle-to-work

Gym discounts

Home and Tech voucher

Job summary

Skipton Building Society, based in Skipton, North Yorkshire, is seeking a Customer Service Adviser for our Money Direct team. The role involves helping savings customers with queries, guiding conversations, and offering relevant products.

Training starts onsite for 3 weeks, then a minimum of 3 days per week at Head Office, Skipton, with hybrid working options. The successful candidate will have customer service experience, strong listening skills, and a patient, adaptable approach to diverse

Qualifications

• Experience in customer service, in person or over the phone.
• Ability to ask good questions and understand customer needs.
• Caring, adaptable approach to diverse circumstances.
• Resilience to stay calm and helpful in challenging conversations.
• Ability to work to standards, processes and targets with the customer at the centre.
• Willingness to learn and grow.

Responsibilities

• Assist savings customers with queries, transactions and updates.
• Engage in meaningful conversations to understand goals and financial plans.
• Recommend savings products and services when appropriate.
• Collaborate with colleagues and Financial Advice Team to deliver outcomes.
• Handle complaints with empathy and appropriate resolutions.
• Deliver excellent service and look for process improvements.

Skills

Customer service experience

Listening carefully

Empathy and resilience

Communication skills

Job description

Hours: Full time, 35 hours per week - shift patterns supporting department operating times with occasional Saturday morning shifts on a rota basis. This role requires full time onsite training for the first 3 weeks & then a minimum of 3 days per week at Head Office, Skipton. Salary: £26,300 Per Annum Closing Date: Mon, 23 Nov 2026

Our Money Direct team is growing, and we’re looking for people who want to make a real difference for our savings customers. This role requires full time onsite training for the first 3 weeks & then a minimum of 3 days per week at Head Office, Skipton, North Yorkshire This role requires a set start date of 8th February 2027, any successful candidates would be due to join complete 2/3 weeks of training with limited holiday or appointment clashes. Interviews will be held W/C 30th November & 7th December

Here, you’ll join an award-winning team where good conversations matter, development is supported, and doing the right thing for our members is at the heart of the role. You’ll also have the flexibility to work in a way that helps you balance life and work, with hybrid working available as part of the role. At Skipton, we're founded on fairness. We exist to do right by our members - and we believe that starts with doing right by our people. So whoever you are and whatever you bring, there's a place for you here and a genuine plan for where you go next.

What You’ll Do

Our Money Direct colleagues help members up and down the country make the most of the full savings range, products and services that we offer. It’s about listening carefully, guiding them clearly, and making every conversation fair and meaningful. So when we say this isn’t your usual call centre, we really mean it. As a Customer Service Adviser, you’ll be there for our savings customers when they need us most. You could be helping someone withdraw money, open a new account, or complete an ISA transfer whatever the reason for their call, you’ll listen carefully, guide them clearly, and make sure they feel supported every step of the way.

• Support customers with savings queries, transactions and account updates, providing a helpful and tailored service.
• Have meaningful conversations to understand customers’ goals, needs and financial plans.
• Recommend relevant products and services, including savings options, financial planning and retirement support, where appropriate.
• Work collaboratively with colleagues and our Financial Advice Team to deliver great customer outcomes and support commercial goals.
• Handle complaints and support vulnerable customers with empathy, care and appropriate resolutions.
• Deliver excellent service in line with agreed standards, while looking for ways to improve processes and the customer experience.

What You’ll Need

Our customers come from all walks of life, so we’re looking for people who can listen well, adapt their approach, and build trust through every conversation.

• Experience in customer service, whether that’s face to face, over the phone, or in another customer-focused role.
• The confidence to ask good questions, listen carefully, and understand what each customer needs.
• A caring and adaptable approach, especially when supporting customers with different circumstances.
• The resilience to stay calm, focused and helpful, even when conversations are more challenging.
• The ability to work within agreed standards, processes and targets while keeping the customer at the centre.
• A willingness to learn, grow and keep building your skills.

Right to Work In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. We have assessed this role and unfortunately it does not meet the Home Office criteria that would allow the Company to sponsor a successful candidate under the Skilled Worker route. Therefore the successful candidate must be able to demonstrate the right to work prior to interview without sponsorship by the Company

What’s In It For You

Your work matters. And the way we reward you matters, too. At Skipton, we offer pay and benefits that really do make life better, together with a genuine thank you for making a difference.

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a max of 30 days
• Matching employer pension contribution (up to 10% per annum)
• Colleague Mortgages and access to Skipton products and services at discounted rates
• Flexible working to help balance your commitments
• Private medical insurance, health and wellbeing app, volunteering opportunities, cycle-to-work scheme, discounted gym memberships
• Lifestyle perks such as a Home and Tech voucher, which can be used at Currys, and IKEA

About Skipton

Our story began in 1853 in Skipton, North Yorkshire. Today, you’ll find us across England and Scotland, from Aberdeen to Plymouth. We help over a million members put down roots, save for what matters, and feel good about their money. As a mutual, they own us, so everything we do is for them. You'll feel that same fairness and purpose in how all 2,500 of our colleagues work together, too It all means that life at Skipton is more exciting than you imagine.

What it's like to work here

Life at Skipton We talk and we listen to each other. And we make decisions as a team. That way, you get all the support you need to do work that works for everyone. For most of our roles there's the option of blended working, which means we mix working from home and meeting in person. The right balance depends on your role, and what works best for you, your manager, and your team. We also value what everyone brings to Skipton. And we create a fair place where you can be yourself. Our colleague networks play a big role in this. They connect people with similar life experiences and make our workplace warm, friendly, inclusive and welcoming. It’s not just our members who are important to us. You are, too. Lots of organisations talk about wellbeing, but they don’t always back it up. As a mutual, we put people first. And that includes the people who work here. So, when we say we care about your wellbeing, we mean it. Wellbeing isn't just one thing. It’s about feeling good, having energy, and being able to be yourself and perform at your best. That’s why we offer help for your mental and physical health across five key areas. What’s more, it you can actually use too - not just read about.

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.