Customer Service Advisor

Yorkshire Building Society; Canterbury; On-site; GBP 40,000 - 60,000; Full time

Job summary

A reputable building society in Canterbury is seeking a Customer Service Advisor to support members in finding the right financial products and services. This role requires exceptional relationship management and strong empathy. Candidates will enjoy a flexible work environment and be part of a supportive team focused on customer satisfaction. Benefits include 25 days holiday, a bonus scheme, and a robust pension plan.

Benefits

25 days holiday plus Bank Holidays

Bonus scheme

Pension contribution of up to 11%

Private medical insurance

Access to self-service benefits portal

Qualifications

• Be dedicated to continuous self-development to stay future-ready.
• Display strong adaptability in dynamic environments.
• Challenge yourself to go the extra mile for colleagues and members.

Responsibilities

• Support members in finding the right products and services.
• Facilitate conversations in branch, over the phone, and online.
• Deliver financial education workshops in schools and communities.

Skills

Exceptional relationship management skills

Strong digital literacy skills

Empathy

Adaptability

Growth mindset

Job description

As a Customer Service Advisor you ll:

• Get to know our members and support them in finding the right products and services that can provide Real Help With Real Life - whether that s saving for a gap year trip, buying a first home, or anything in between.
• Facilitate great conversations confidently through channel of choice, as you support our members in branch, over the phone and with the operation of their accounts online.
• Forget sales targets, and enjoy the freedom to do what s right.

Here at YBS no two branches are the same, they each have their own characteristics and qualities that makes working there so special. Here is what the hiring manager had to say about Canterbury Branch. We have an exciting opportunity for someone who is passionate about helping people and delivering excellent customer service to join our small friendly team here in Canterbury. We pride ourselves on creating a welcoming atmosphere and providing an outstanding level of support and service to our savings and mortgage customers. As well as helping our customers in branch and over the phone there are opportunities to volunteer in the local community delivering financial education workshops in schools and community groups.

Being part of the team isn t about being a whizz in financial services, or about having lots of customer service experience. Instead, it s about:

• Challenging yourself to go the extra mile for your colleagues and our members, to help us grow and achieve our business objectives.
• Demonstrating exceptional adaptability, thriving in dynamic environments, and embracing change with a positive attitude.
• Understanding why it s important to celebrate different people with different skills, experiences, and opinions.
• Displaying strong empathy, understanding and addressing the needs and feelings of others to foster a supportive and collaborative work environment
• Exceptional relationship management skills, capable of building and maintaining strong, positive connections with our members and colleagues alike
• Demonstrating a growth-mindset and making the most of the training and development we offer.
• Display strong digital literacy skills by using various digital tools and technologies to enhance productivity and efficiency
• Having the ambition to become a leading expert on our products and services.
• Be dedicated to continuous self-development to stay future-ready

If you re great with people, a Customer Service career in our Branch Network could be a great choice for you. As one of the biggest and most important teams at YBS, our Branch Network makes a huge impact on the success of our business. We always look for ways to give the best customer experience, make things more efficient and try new things. And because we re right at the beginning of an exciting digital journey, our future has never looked more exciting - and neither has yours., At YBS we don t have shareholders, we have members. We care about people and that includes you. So here, you ll be respected for who you are, you ll be able to bring your whole self to work, and you ll have everything you need to build a long and rewarding career.

Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.

Development. We want you to feel challenged here. Whatever your ambitions, we re committed to helping you develop your skills and move ahead in your career journey. From day one, we ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity. We re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you ll go the extra mile to help our members, you ll fit right in and feel you belong here.

Benefits

• Holiday. You ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
• Pension. We know how important it is to save towards the future, that s why we ll contribute up 11% into your YBS pension.
• Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
• My Benefits. When you join YBS you ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts