Customer Service Advisor

Yorkshire Building Society; Cardiff; On-site; GBP 22,000 - 28,000; Full time

Job summary

Join the Yorkshire Building Society in Cardiff as a key member of a dynamic team committed to delivering exceptional customer experiences. Your role will involve supporting members through various channels, while fostering relationships and contributing to the community. We offer excellent benefits, including flexible working, a robust training program, and a supportive environment where you can grow and thrive in your career.

Benefits

25 days holiday plus Bank Holidays

Up to 11% pension contribution

Access to private healthcare

Bonus scheme up to 15%

Self-service benefits portal

Qualifications

• Ability to go the extra mile for customers and colleagues.
• Strong relationship management skills to foster connections.
• Demonstrate adaptability and a growth mindset.

Responsibilities

• Service customers through various channels with a focus on first contact resolution.
• Support customers with savings, mortgage needs, and counter transactions.
• Participate in community activities with a focus on positive customer experience.

Skills

Empathy

Relationship Management

Digital Literacy

Adaptability

Job description

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• 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 Cardiff Branch.

“We are a small and friendly team looking for someone to help us deliver and drive our fantastic customer experience in the branch. If you are passionate about getting to know our customers and making sure all their needs are looked after, and can demonstrate you care for people then you might be a perfect fit.

We are looking for a team member who can service our customers through all business channels with a focus on helping them at the first point of contact, so they feel we are easy and simple to do business with. Your day will be varied, and will include helping customers with all of their savings and mortgage needs, and other requirements, including counter transactions, savings meetings and appropriate referrals.

At the Cardiff branch we are also passionate to be part of the community. There are some fun activities you can get involved with and we will even give you an annual volunteering allowance.

The Cardiff Branch is a busy Branch, located in the heart of the City Centre in the vibrant Hayes area. We are located between Waterstones and TKMaxx and there is ample paid parking in close proximity, and the expected public transport networks you would expect of a Capitol City.”

About You

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

About Us

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.

About our Benefits

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

• 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