Customer Service Adviser - Money | Skipton, UK

Skipton; Skipton; Hybrid; GBP 23,000; Part time

Job summary

A leading building society in the UK seeks a part-time Customer Service Adviser to support savings customers. This role emphasizes flexibility and customer care, offering tailored assistance and meaningful conversations to meet individual needs. Ideal candidates should possess excellent communication skills and empathy. Join a supportive team with a focus on work-life balance and various benefits, including annual leave and private medical insurance.

Benefits

Annual discretionary bonus scheme

25 days annual leave plus bank holidays

Private medical insurance

Colleague mortgage scheme

Qualifications

• Passion for providing excellent customer experiences.
• Adaptable to different customer needs and requirements.
• Enthusiasm to self-develop capabilities and skills.

Responsibilities

• Provide tailored support for customer queries.
• Engage in conversations to understand customer needs.
• Recommend products based on individual customer profiles.
• Handle customer complaints with appropriate resolutions.

Skills

Customer service experience

Strong communication skills

Empathy

Active listening

Ability to work towards targets

Job description

Hours:
Our Contact Centre is open Monday to Saturday, with peak call times between 9am-3pm during the week and on Saturday mornings 9am-12pm. We're currently looking for new colleagues to work between 20 and 30 hours per week, including at least two Saturday's per month (9am-12pm). You'll have fixed hours on Mondays and Tuesdays (between 9am-3pm) to align with our customer demand, and flexibility across the rest of the week to suit your preferred working pattern. Prefer to work additional Saturday mornings to boost your weekly hours, create more flexibility during the week, or even commit to every Saturday morning? We can accommodate that too.

The start date for this role is Monday 20th October and you'll go straight into training from day one. We've designed our onboarding to span three weeks of training (Monday to Friday, 9am-3pm) ensuring you gain the skills you need in the right time, while still balancing your life outside work. Once training is complete, you'll transition into your agreed shift pattern. So we can make sure you get the best training experience you'll need to be available for the full training period 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 26th August & 1st September

Salary:
£23,000 Pro Rata

Closing Date:
Tue, 19 Aug 2025

Find Balance with Skipton - Your Next Role Starts Here

Looking for a role that fits around your life and want to work in an award-winning contact centre that puts its people first, supporting them with their ongoing development and career progression?

Skipton Building Society's Contact Centre team in our Money (Savings) business is hiring, and we're all about flexibility.

At Skipton, we believe in work/ life balance and understand that balance looks different to everyone. This is why we proudly support hybrid and flexible working across our roles, including our Contact Centre team.

Whether you're a parent or carer navigating school runs or other commitments, a student seeking part-time work alongside your studies, or someone looking to scale back and enjoy more life balance, we've got flexible opportunities for you. If you're someone exploring a career change, returning to work after time away, or someone looking into semi-retirement because you aren't quite ready to fully stop working but want more flexibility, then we'd also love to hear from you.

Who Are We?

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.

What will you be doing?

As a Customer Service Adviser, you're the first point of contact for our savings customers, and you'll play a vital role in delivering the service Skipton is known for. Whether it's someone calling to withdraw money, set up a new account, or complete an ISA transfer - you'll be there to support them with their every need.

Key role aspects

• Provide tailored support by responding to customer queries and carrying out transactions and updates to their savings products
• Engage in meaningful conversations to understand what matters most to each customer-exploring their goals and financial plans
• Recommend relevant products and services such as financial planning, retirement options, and competitive savings rates, based on each customer's individual needs
• Work closely with our Financial Advice Team to help meet commercial targets through collaborative and customer-focused service
• Act as the first point of contact for handling customer complaints-investigating concerns and offering appropriate resolutions
• Recognise and support customer vulnerabilities with empathy, offering mindful and personalised adjustments to our services
• Demonstrate our core behaviours of 'Be curious' and 'Be brave' by challenging existing processes and championing improvements to enhance the customer experience
• Deliver excellent customer service, with conversations assessed on outcomes, experience, and commercial awareness, all aligned to service-level agreements

Training

To help you feel confident in doing in your role we offer comprehensive, hands-on training to support from day one. You'll learn all about Skipton, our Savings products, services and processes. This will be a 3-week training program at head office where you will participate in face to learning, call listening and shadowing, alongside meeting colleagues from key teams across the Society.

What do we need from you?

Our colleagues come from all walks of life and so do our customers. You'll need to be adaptable, curious, and empathetic, be able to think on your feet and build great rapport.

We're looking for people with:

• Customer service experience, either face to face or over the telephone, with a passion for providing excellent customer experiences and outcomes.
• Experience in tailoring service to customers with different needs and requirements.
• Strong communication and active listening skills with the ability to apply effective questioning and hold meaningful conversations with customers.
• Empathy, adaptability, resilience, and curiosity.
• Experience in working towards policies and procedures, standards, service level agreements, and targets.
• Enthusiasm to self-develop your capabilities and skills.

What's In It For You

We have a range of benefits available to you including;

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days
• Matching employer pension contribution (up to 10% per annum)
• A newly refurbished head office which offers a vibrant and collaborative working space.
• Colleague mortgage (conditions apply)
• Salary sacrifice scheme for hybrid & electric car
• A commitment to training and development
• Private medical insurance for all our colleagues
• 3 paid volunteering days per annum
• Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
• We care about your health and wellbeing - we provide a range of benefits that support this including cycle to work initiative and discounted gym membership

Ready to Find Your Balance?

If a meaningful, flexible part-time role sounds like your next opportunity, we'd love to hear from you.

Boost your career

Find thousands of job opportunities by signing up to eFinancialCareers today.