Customer Service Advisor - 12 Month Fixed Term Contract

Yorkshire Building Society; Newcastle upon Tyne; On-site; GBP 20,000 - 25,000; Full time

Job summary

A prominent building society in Newcastle upon Tyne seeks a Customer Service Advisor to engage with members, support their needs, and ensure an exceptional service experience. The ideal candidate will thrive in dynamic environments with a strong emphasis on empathy, adaptability, and digital literacy. This role offers a supportive work culture, flexible working options, and numerous development opportunities.

Benefits

25 days holiday plus Bank Holidays

Bonus of up to 15% of eligible pay

Pension contributions up to 11%

Access to private medical insurance

Retail and health discounts through a benefits portal

Qualifications

• Challenging yourself to go the extra mile for your colleagues and our members.
• Demonstrating exceptional adaptability in dynamic environments.
• Display strong digital literacy skills.

Responsibilities

• Get to know our members and support them in finding the right products.
• Facilitate great conversations confidently through various channels.
• Embrace change with a positive attitude.

Skills

Exceptional relationship-management skills

Strong empathy

Digital literacy

Adaptability

Growth mindset

Job description

Role Summary

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.

About Our Branch

Here at YBS no two branches are the same – each has its own characteristics and qualities that make working there special. Newcastle Branch is a busy city‑centre branch with lots of different things to get involved in and we can’t wait to hear from you. 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.

What We’re Looking For

• 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.

Our Commitment

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 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.

Benefits & Perks

• 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 we’re all rewarded with an on‑target bonus of up to 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
• Pension – We contribute up to 11% into your YBS pension.
• Healthcare – You’ll have access to a range of health benefits to suit your life, including private medical insurance, dental and healthcare plans.
• My Benefits – You’ll have access to our self‑service benefits portal, where you can access a range of retail, hospitality and health discounts.

Why Join YBS

We don’t have shareholders – we have members. We care about people and that includes you. 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.