Customer Service Adviser - Money

Skipton Building Society; United Kingdom; On-site; GBP 21,000 - 25,000; Full time

Job summary

A leading building society in the UK is seeking a Customer Service Representative to be the first point of contact for savings customers. This role requires excellent communication skills and a passion for delivering outstanding customer experiences. The successful candidate will engage with customers, respond to queries, and recommend relevant financial products. Competitive salary and benefits included, with hybrid working considered after training.

Benefits

Annual discretionary bonus scheme

25 days standard annual leave plus bank holidays

Matching employer pension contribution

Private medical insurance for all colleagues

Discounted gym membership

Qualifications

• Customer service experience, face to face or telephone.
• Passion for excellent customer experience.
• Strong communication and effective questioning skills.

Responsibilities

• First point of contact for savings customers.
• Respond to customer queries.
• Recommend relevant products and services.
• Handle customer complaints.

Skills

Customer service experience

Strong communication skills

Empathy

Active listening

Adaptability

Resilience

Curiosity

Job description

Position Overview

Hours: Full time, 35 hours per week – shift patterns support department operating times with occasional Saturday morning shifts on a rota basis. This role requires a set start date. Any successful candidates would be due to join on Monday 12th January 2026, complete 3 weeks of training with limited holiday or appointment clashes. Hybrid and flexible working considered after completion of training, dependent on role performance and business needs. Interviews will be held W/C 10th November. Salary: £24,750 per annum.

Who We Are

Skipton Building Society is the fourth biggest building society in the UK, a mutual organisation owned by members. Our Contact Centre team in the Money (Savings) business is hiring and we’re all about flexibility.

What You Will Be Doing

• First point of contact for savings customers, delivering service known for quality.
• Respond to customer queries, carry out transactions, update savings products.
• Engage in conversations to understand customer goals and financial plans.
• Recommend relevant products and services such as financial planning, retirement options, competitive savings rates.
• Work closely with the Financial Advice Team to help meet commercial targets through collaborative, customer‑focused service.
• Handle customer complaints—investigate concerns and offer appropriate resolutions.
• Recognise and support customer vulnerabilities with empathy and personalised adjustments.
• Demonstrate core behaviours of “Be curious” and “Be brave” by challenging existing processes and championing improvements.
• Deliver excellent customer service, with conversations assessed on outcomes, experience, and commercial awareness, aligned to service‑level agreements.

Qualifications

• Customer service experience, face to face or telephone, with a passion for excellent customer experience.
• Experience tailoring service to customers with different needs.
• Strong communication and active listening skills with effective questioning.
• Empathy, adaptability, resilience, curiosity.
• Experience working towards policies, procedures, service level agreements, and targets.
• Enthusiasm for self‑development of capabilities and skills.

Benefits

• Annual discretionary bonus scheme.
• 25 days standard annual leave + bank holidays plus 1 additional day per year up to 30 days.
• Holiday trading scheme allowing buy/sell of additional annual leave days.
• Matching employer pension contribution (up to 10% per annum).
• Refurbished head office with collaborative space.
• Colleague mortgage (conditions apply).
• Salary sacrifice scheme for hybrid & electric car.
• Commitment to training and development.
• Private medical insurance for all colleagues.
• 3 paid volunteering days per annum.
• Diverse and inclusive colleague networks – Carers, Pride Alliance, etc.
• Cycle to work initiative and discounted gym membership.

Right to Work

In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment. The company does not sponsor under the Skilled Worker route.