Customer Service Advisor

Yorkshire Building Society; Metropolitan Borough of Solihull; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Holiday 28 days + Bank Holidays

Bonus 7% of eligible pay (up to 15%)

Pension up to 11%

Healthcare benefits

My Benefits portal

Job summary

Yorkshire Building Society’s Solihull Branch is hiring a Customer Service Advisor to help members with savings, mortgages and everyday banking needs. You’ll build meaningful relationships, guide members to suitable products, and support them across in-branch, phone and online channels.

You don’t need previous financial services experience. A mindset focused on member service, empathy, and learning will be valued as you grow with the team in a supportive environment.

Qualifications

• No formal background required in financial services.
• Mindset and values are prioritized for this role.
• Willingness to learn and adapt in a dynamic environment.

Responsibilities

• Build meaningful relationships with members and help them choose products and services.
• Communicate across in-branch, phone, and online channels to support accounts.
• Focus on doing what is right for members without sales targets.

Skills

Customer service mindset

Empathy

Emotional intelligence

Diversity & inclusion values

Relationship building

Growth mindset

Digital tools familiarity

Learning & development

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 Solihull Branch.

“Solihull branch is located on the High Street in the centre of Solihull Town, we are within easy reach of public transport and motorway links.

We are a friendly, engaged, and passionate team who strive to support our customers with all their savings and mortgage needs.

As well as day to day tasks and activities, we strongly support individual personal growth and development and support colleague progression for those who aspire to succeed.

There are also opportunities to network with others in the wider area, region, network, and Head Office so you will be able to engage with others outside of your branch team.”

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