Customer Service Advisor- 12 Months Fixed Term Contract

Yorkshire Building Society; Norwich; Hybrid; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Holiday

Bonus

Pension

Healthcare

My Benefits

Job summary

Yorkshire Building Society is seeking a Customer Service Advisor for our Norwich Branch network. You’ll build meaningful relationships with members and help them find the right products and services to support their goals across in-branch, over the phone and online.

We focus on doing what’s right for our members, with no high-pressure sales targets, and provide onboarding, training and development. Flexible working options help you balance work and life while you grow your career.

Qualifications

• Values empathy and strong interpersonal skills.
• Willingness to learn and adapt to new systems.
• Comfortable using digital tools and helping members online.

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 accounts.
• Focus on doing what’s right for members without sales targets.

Skills

Customer service

Communication

Digital tools

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 possibilities—for 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 goals—whether 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 members—without 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 Norwich Branch.

\"Norwich is the hub branch of East Anglia. We have a large, highly experienced, and diverse team of colleagues who are all passionate about supporting customers with their variety of needs at first point of contact.\"

\"Being one of the larger branches across the society means we get to try out lots of new things, and new ways of working. This means you will have exposure to a variety of business areas through the support we provide to the wider business, such as telephony and postal queries to name a few.\"

\"In Norwich you will receive training through a dedicated onboarding journey which will enable you to service our customers’ needs and requirements through multiple channels at first point of contact, including face to face, post, online and telephone queries. As well as day to day tasks and activities, we strongly support individual personal growth and development. There will be opportunities to engage and work with other branches across the network, as well as taking part in community activities both in and out of the branch\".

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