Customer Service Advisor

Yorkshire Building Society; Glasgow; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

25 days holiday + BH

On-target bonus 7% (up to 15%)

Pension contributions up to 11%

Private medical insurance

Employee discount portal

Job summary

Yorkshire Building Society in Glasgow invites applications for a Customer Service Advisor role in our Branch Network. You will build relationships with members, help them choose suitable products, and support accounts across in-branch, phone, and online channels.

No sales targets; emphasis on doing what’s right for members, with flexible working options and development opportunities through induction and training.

Qualifications

• Motivated to go the extra mile for colleagues and members.
• Thrives in dynamic environments and embraces change with curiosity.
• Values diversity and understands the importance of different perspectives.
• Shows empathy and emotional intelligence, creating a welcoming atmosphere.
• Builds strong, respectful relationships with members and teammates.
• Growth mindset and eager to learn through training and development opportunities.
• Confident using digital tools and open to learning new technologies.
• Committed to personal development and staying future-ready.

Responsibilities

• Build meaningful relationships with our members and help them find the right products and services to support their goals.
• Communicate confidently across multiple channels, including in-branch, over the phone, and online, to support members with their accounts.
• Focus on doing what’s right for our members—without the pressure of sales targets.

Skills

Customer service

Communication

Digital tools

Empathy

Team collaboration

Job description

If you enjoy connecting with people and making a difference, a career in Customer Service within our Branch Network could be a fantastic opportunity for you. As one of the largest and most impactful teams at YBS, our Branch Network plays a vital role in shaping the success of our organisation. We’re always looking for ways to enhance the customer experience, improve efficiency, and explore new ideas. And as we embark on an exciting digital transformation, the future is full of possibilities—for us and for you.

About the Role

As a Customer Service Advisor, you’ll:

• Build meaningful relationships with our members and help them find the right products and services to support their goals—whether that’s saving for a special trip, buying a first home, or planning for the future.
• Communicate confidently across multiple channels, including in‑branch, over the phone, and online, to support members with their accounts.
• Focus on doing what’s right for our members—without the pressure of sales targets.

Each YBS branch has its own unique character and strengths, making every location a special place to work. Here’s what the hiring manager says about our Glasgow Branch.

“Come and join our exciting team in Glasgow branch where we are looking for someone enthusiastic and driven to help us continue to grow our branch in our local community.

We have a strong team dedicated to the best possible customer care and outcomes which has helped Glasgow branch continue to be an integral part of the community for 40+ years and continues to grow from strength to strength with new and existing customers. A major factor behind the success of our branch is dedication our team have towards customer rapport and relationship building which makes our roles that bit more wholesome.

YBS Glasgow is located on Gordon Street in the heart of Glasgow city centre, our branch sits right beside Glasgow Central Station and is just a short walk from Queen Street Station and major bus links. With a vibrant mix of retail, business and financial services on its doorstep, the branch is easily accessible and serves a diverse range of customers every day.

About You

You don’t need a background in financial services or years of customer service experience. What matters most is your mindset and values. We’re looking for someone who:

• Is motivated to go the extra mile for colleagues and members, contributing to shared goals.
• Thrives in dynamic environments and embraces change with curiosity and positivity.
• Values diversity and understands the importance of different perspectives, experiences, and skills.
• Shows empathy and emotional intelligence, creating a welcoming and supportive atmosphere for everyone.
• Builds strong, respectful relationships with members and teammates.
• Has a growth mindset and is eager to learn through our training and development opportunities.
• Is confident using digital tools and open to learning new technologies.
• Is committed to personal development and staying 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