Customer Service Advisor

Yorkshire Building Society; Leeds; Remote; GBP 18,000 - 21,000; Full time

Benefits offered by this job

Holiday 28 days

Bonus up to 15%

Pension up to 11%

Private medical insurance

Employee discounts portal

Job summary

Yorkshire Building Society invites applications for a Customer Service Advisor in our Branch Network. You will build meaningful relationships with members, guiding them to suitable products and services, across in-branch, phone, and online channels.

We value empathy, curiosity, and a willingness to learn, with flexible, inclusive working practices and a strong emphasis on development and member-first service as we digitally transform.

Qualifications

• Customer-facing mindset with focus on helping members
• Ability to communicate confidently across in-branch, phone, and online channels
• Empathy and emotional intelligence to create a welcoming atmosphere

Responsibilities

• Build meaningful relationships with members and help them find suitable products and services
• Communicate confidently across in-branch, phone, and online channels to support members with their accounts
• Focus on what’s right for members without sales targets

Skills

Customer service

Communication

Empathy

Relationship building

Teamwork

Curiosity

Digital tooling

Learning mindset

Multi-channel support

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 possibilitiesfor 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 goalswhether 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 memberswithout 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 Wetherby Branch.

"Wetherby branch is a very successful branch which lies in our Yorkshire East Area of YBS. Wetherby is approximately 8 miles from Harrogate, 12 miles from Leeds City Centre and 12 miles from York. Our branch is in the centre of Wetherby town and benefits from a close proximately to the A1 and bus routes to nearby towns. The branch is at the hub of the community and a great place to work where every day is totally different. It has a loyal customer base which is served by a great team with a real mix of colleague experience ranging from 15 years to a year and they all have the right level of knowledge and capability to support our customers"

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 28 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