Customer Service Adviser - Money

TN United Kingdom; Skipton; Hybrid; GBP 23,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Adviser to join their award-winning contact center. This role offers a unique opportunity to work in a vibrant, collaborative environment where your contributions directly impact customer satisfaction. You will engage with customers, provide tailored service, and support them through their financial journeys. With a commitment to work-life balance and ongoing professional development, this position promises a rewarding career path in a supportive organization that values its people.

Benefits

Annual discretionary bonus scheme

25 days annual leave + bank holidays

Holiday trading scheme

Matching pension contributions (up to 10%)

Colleague mortgage (conditions apply)

Salary sacrifice for hybrid & electric cars

Training and development

Private medical insurance

3 paid volunteering days annually

Health and wellbeing benefits

Qualifications

• Adaptable and empathetic individuals with significant customer service experience.
• Strong communication skills and ability to follow policies and procedures.

Responsibilities

• Handle customer inquiries about savings accounts in a fast-paced environment.
• Support transactions, account setups, and transfers while maintaining service standards.

Skills

Customer Service Experience

Communication Skills

Active Listening

Resilience

Empathy

Job description

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Client:

Skipton Building Society

Location:

Skipton, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

5986998f3306

Job Views:

4

Posted:

01.05.2025

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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 would join on Monday 19th May 2025, 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.

Interviews will be held W/C 31st March and 7th April.

Salary: £23,000 Per Annum

Closing Date: Mon, 7 Apr 2025

Are you looking to work in an award-winning contact centre that values its people, supporting their development and career growth?

Then Money Direct is the place to be! We are ranked as one of the best big companies to work for!

Who Are We?

We are not just another building society. We are the fourth biggest in the UK and are a mutual organisation owned by our members.

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.

Within our Money Business, departments include Customer Outcomes, Money Operations, Financial Advice, and Branch & Money Direct. After training, you'll join one of our Customer Contact Teams with experienced leaders and new starters.

You’ll collaborate with teams across Money Direct and beyond, including Resource Planning, Mailroom & Image Processing, Bereavements, and Customer Relations.

What’s In It For You?

We value work/life balance and support hybrid and flexible working where possible. Our head office is recently refurbished, offering a vibrant, collaborative space.

Benefits include:

• Annual discretionary bonus scheme
• 25 days annual leave + bank holidays + increase to 30 days with service
• Holiday trading scheme
• Matching pension contributions (up to 10%)
• Colleague mortgage (conditions apply)
• Salary sacrifice for hybrid & electric cars
• Training and development
• Private medical insurance
• 3 paid volunteering days annually
• Diverse colleague networks, including Carers and Pride
• Health and wellbeing benefits such as cycle to work and gym discounts

Training and Onboarding

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

What Will You Be Doing?

As a Customer Service Adviser, you'll handle customer inquiries about savings accounts in a fast-paced environment, supporting transactions, account setups, and transfers.

Key responsibilities:

• Answering customer queries, executing transactions, and updating savings products
• Engaging in positive conversations about financial products
• Using open-ended questions to understand customer needs and future plans
• Recommending suitable products and liaising with the Financial Advice Team
• Working resiliently during busy periods and financial events
• Supporting customers with complaints through investigation and resolution offers
• Supporting vulnerable customers with empathy and bespoke services
• Driving continuous improvement by challenging current processes and behaviors

Your conversations will be measured on service levels, customer experience, outcomes, and commercial opportunities, ensuring excellent service delivery.

What Do We Need From You?

We seek adaptable, curious, and empathetic individuals capable of building rapport, with:

• Significant customer service experience (face-to-face or telephony)
• Experience tailoring service to diverse customer needs
• Strong communication skills, active listening, effective questioning
• Resilience during busy periods, maintaining high service standards
• Experience in meaningful customer conversations
• Ability to follow policies, procedures, and targets
• Enthusiasm for developing new skills and capabilities
• A genuine desire to support and help customers

Right to Work

Successful candidates must demonstrate their right to work in the UK before starting. This role does not qualify for sponsorship under the Skilled Worker route, so candidates must have the right to work without sponsorship prior to the interview.