Customer Service Advisor

The West Brom; Wednesbury; On-site; GBP 44,000 - 54,000; Full time

Benefits offered by this job

Development opportunities

Holiday entitlement 25 days + BH

Volunteer days (2) per year

Pension scheme 5% employee + 7% match

Life assurance

Private medical insurance

Perkbox access

Car salary sacrifice

Job summary

The West Brom is seeking a Customer Service Advisor at the Great Bridge Branch. This permanent role offers 35 hours per week with a split between customer-facing and telephony duties, in a fast-paced local branch environment.

Salary is £24,923 per annum, and the role emphasizes customer-first delivery and branch teamwork. You’ll join a supportive team, develop your product knowledge, and help customers with savings, mortgages, and everyday banking.

Qualifications

• Provide excellent customer service and build trust with clients.
• Demonstrate clear communication with colleagues and customers.
• Resolve queries confidently about products and services.
• Show empathy and understanding in all customer interactions.

Responsibilities

• Provide a service so good that customers tell their friends and family about us.
• Be there when customers need us in a way that suits them.
• Handle queries about products, services, or anything else customers need.
• Be there with a positive attitude to help customers with savings or home ownership.
• Stay up to date on products and services to share knowledge with customers.
• Keep branch operations safe and orderly during opening/closing.

Skills

Customer service

Communication

Problem solving

Empathy

Teamwork

Tech-savvy

Organization

Tools

CRM systems

Job description

Customer Service Advisor

Location: Great Bridge Branch

Salary: £24,923 per annum

Contract: Permanent

Hours: 35 hours per week (09.00 – 14.00 Customer Facing, 14.00 - 17.00 Telephony, Monday – Friday / 09.30 - 12.30 Saturday)

We’re made for each other

At the West Brom, we know solid futures don’t happen overnight. So, whether our customers are looking to own their first home or have savings they can rely on, we’ll do everything we can to help them build the life they want bit by bit. We’re all about customer experience, which means we do the right thing, not just the easy thing. Whatever your role, you’ll put the customer at the heart of everything you do and make a positive lifelong impression.

What you’ll be doing:

• Providing a service so good that our customers tell their friends and family about us.
• Be there when our customers need us in a way which suits them.
• Handling queries with confidence whether it’s about our products, services, or anything else customers need.
• Whether someone’s looking for their first home or to build up savings they can rely on, you’ll be there with a positive attitude, ready to help.
• Staying up to date on all our products and services so you’re always ready to share your knowledge and support with our customers.
• Keeping things safe and sound in branch, especially when we’re opening and closing for the day.
• Supporting our local branches and embedding deep roots in our local communities.

What we’re looking for:

• Someone who shows up every day with a positive, helpful, and supportive attitude and makes a heartfelt impression on our customers.
• An infectious team spirit who’s ready to collaborate and share ideas.
• A customer centric person who holds a genuine interest in customers and their needs.
• A calm, clear, and confident communicator who can get their point across, as well as making other people feel heard.
• Empathy, we want you to put yourself in others’ shoes. You’ll need to listen, understand, and offer support to all our customers, as well as your colleagues.
• Flexibility, there’ll be times when we’ll need you to step up to help your team and other teams, especially during our busy times.
• Tech-savvy – you’ll need to be able to use a computer and work your way around our systems once we’ve shown you the ropes.
• Previous experience delivering great customer service.
• A curious mindset, you’ll be ready to learn and grow, open to challenges and developing new skills.

We Value a diverse range of skills and experiences here at the West Brom. So even if you don't meet every single requirement listed in the job description but are passionate about the role, we still encourage you to apply.

What's in it for you:

• We pride ourselves on our development opportunities and always look to promote from within wherever possible,
• Holiday starting at 175 hours (25 days) plus bank holidays that grow with your time with us and the opportunity to buy or sell up to 5 days holiday each year,
• 2 paid volunteering days a year,
• Living Pensions: Pension scheme starting at 5% contribution from you and 7% contribution from us, and we’ll match your further contributions up to 10.6%
• Enhanced maternity, paternity and adoption leave with paid fertility treatment, neonatal and pregnancy loss leave,
• Life assurance provided by the Society at 4 times your salary,
• Yearly performance related pay scheme and pay review,
• Private medical insurance that’s discounted when your time with us grows, with the option to include family members,
• Salary Sacrifice Electric/Hybrid Car Scheme,
• A Perkbox account – giving you 24/7 access to perks, benefits, discounts, wellbeing tools and loads more!
• And much more, from flexible working options, wellbeing support and a whole heap of warm West Bromness.

Why choose the West Brom?

At the West Brom we appreciate that our employees are unique individuals with differing needs depending on their specific circumstances and stages in life. When we say our people are the West Brom’s biggest asset that doesn’t mean just viewing them as employees. We’re proud of our heritage and absolutely believe that the West Brom is a great place to work. Our employees are the heart of bringing our new vision to life- where our customers and communities own a more secure future.

We’re a Disability Confident Leader and encourage disabled applicants and all from diverse backgrounds to apply. We’ll do what we can to adjust our recruitment journey and offer a guaranteed interview to disabled applicants who meet what we’re looking for. If you need any support with applying to one of our roles, get in touch at [e-mail].

Head Office: 2 Providence Place West Bromwich B70 8AF. www.westbrom.co.uk The West Brom is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority. Register no. 104877. ‘the West Brom’ is a trading name of West Bromwich Building Society.