Customer Service Advisor

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

Job summary

A cooperative financial institution in Lancashire seeks a Customer Service Advisor to provide exceptional support to members and facilitate their banking needs. This role emphasizes community involvement and offers professional development opportunities, including flexible working options and a strong focus on inclusivity. Candidates should demonstrate strong interpersonal skills and a commitment to continuous self-development.

Benefits

25 days holiday plus Bank Holidays

On-target bonus up to 15%

Up to 11% pension contribution

Health benefits including private medical insurance

Access to self-service benefits portal

Qualifications

• Challenging yourself to help colleagues and members achieve business objectives.
• Understanding the importance of celebrating diverse skills and experiences.
• Committed to continuous self-development.

Responsibilities

• Get to know our members and support them with products and services.
• Facilitate conversations across multiple channels.
• Deliver excellent customer service in branch, over the phone, and online.

Skills

Exceptional adaptability

Strong empathy

Relationship management

Digital literacy skills

Growth mindset

Job description

Job Overview

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 the 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 make working there so special. Here is what the hiring manager had to say about Blackpool Branch. At Blackpool Branch we are proud to have a friendly and supportive team who work closely together in their roles as Customer Consultants. We’re passionate about delivering great service to all our customers, both new and existing whether that’s face to face in Branch, over the Telephone or through our Digital channels. No two days are ever the same, and providing excellent customer service is always our top priority. Alongside this we’re proud to play an active role in our local community, running educational sessions and supporting community groups. We are also passionate about developing our people. We offer plenty of opportunities to learn new skills and grow professionally, helping everyone reach their personal and career goals.

You will find us right in the heart of Blackpool Town Centre on Birley Street with great access to public transport.

Qualities & Expectations

• 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.

Benefits

• Holiday – 25 days plus Bank Holidays, plus 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 we’re 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 to 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.

What We Offer

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 around your working hours, we can 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 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.