Customer Service Assistant

Progressive Building Society; Belfast; On-site; GBP 20,000 - 25,000; Full time

Job summary

A local financial institution in Belfast is looking for a customer service representative to provide excellent service and administrative support. You will maintain relationships with members, handle cash, and perform daily branch operations. The ideal candidate will have strong communication skills, a positive attitude, and experience in customer-facing roles. This position offers competitive salary and numerous employee benefits including a generous pension scheme.

Benefits

Competitive Salary

Annual KPI Bonus Scheme

Excellent pension with up to 20% employer contribution

Life Assurance Scheme

Health cash plan

Generous holidays – 25 days plus up to 12 Bank Holidays

Day off for your birthday

Holiday purchase scheme

Excellent training opportunities

Wellbeing initiatives

Qualifications

• 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths.
• At least 2 continuous years’ work experience in a customer-facing role.
• Minimum 2 years’ cash handling experience.
• IT literate and proficient in the use of Microsoft Office.
• Excellent communication & numeracy skills.

Responsibilities

• Provide excellent customer service to members.
• Act as a first point of contact for members.
• Maintain knowledge of products and branch systems.
• Carry out daily branch tasks and administrative duties.
• Contribute to the achievement of the Society’s Corporate Plan.

Skills

Customer service

Communication

Data entry

Cash handling

Teamwork

IT literacy

Education

6 GCSE passes including English and Maths

Tools

Microsoft Office

Job description

Working for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for customer service excellence.

With our personal and caring approach, we have been helping generations of local people to save and become homeowners. Supported by a strong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland.

As a nurturing employer, we believe in supporting staff to bring their whole selves to work in an inclusive environment where diverse needs are recognised and respected.

What will you be doing?

To provide excellent customer service to our members and administrative support to the branch.

About The Role

ROLE SPECIFIC

• Act as a first point of contact, offering a professional service to our Members in a manner that reflects the Society’s values;
• Build relationships with our Members;
• Maintain knowledge of our products;
• Operate branch systems;
• Carry out a range of daily branch tasks including those for start of day, till operations, account / miscellaneous transactions, till balancing, nominal receipts and withdrawals processing and end of day;
• Carry out a range of investment tasks in relation to account opening, passbooks, investment receipts and withdrawals, account closure, death of investors, non-personal accounts, NOR accounts and account amendments;
• Maintain knowledge of branch, investment and security procedures;
• Adhere to the Society’s Treating Members Fairly standards;
• Deal with enquiries face to face and over the telephone in a professional manner;
• Undertake various administrative duties including mortgage administration duties if / as required;
• Liaise with Head Office staff as required.

ROLE GENERIC

• Contribute to the achievement of the Society’s Corporate Plan.
• Participate in the day-to-day activities of the team and work effectively as a team member, ensuring that the highest standards of member service and work output are achieved.
• Keep abreast of the latest innovations and developments, relative to your remit.
• Ensure compliance at all times with Society, regulatory and statutory requirements.
• Help implement new practices, positively responding to change and make suggestions to drive continuous improvement.
• Meet performance measures and KPIs set for you and your team.
• Communicate in a timely and effective manner with members of your team and other parts of the business.
• Participate in training & development opportunities.

GENERAL

• Demonstrate the Society’s values in behaviours and actions.
• Produce the highest standard of work possible in accordance with the Society’s Policies, T&C Scheme, Conduct Rules, Codes of Practice and operational procedures.
• Comply with Information & Cyber Security controls as relevant to your day to day duties.
• Work safely as a member of a team to carry out Health & Safety working practices.
• Carry out any other function necessary for the smooth running of the branch / department.
• Key Benefits
  • Competitive Salary
  • Annual KPI Bonus Scheme
  • Excellent pension with up to 20% employer pension contribution
  • Life Assurance Scheme
  • Group Income Protection
  • Health cash plan with money back on dental, optical costs etc.
  • Generous holidays – 25 days plus up to 12 Bank Holidays
  • Day off for your birthday
  • Holiday purchase scheme
  • Excellent training and volunteering opportunities
  • Wellbeing initiatives

Required Criteria

• 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths
• Applicants should have at least 2 continuous years’ work experience in a customer-facing role
• Minimum 2 years’ cash handling experience
• IT literate and proficient in the use of Microsoft Office
• Excellent communication & numeracy skills
• A positive attitude to customer service
• The ability to work well as part of a team
• An enthusiastic and positive attitude to work
• Highly organised with the ability to work quickly and accurately

Desired Criteria

• Previous experience in a similar role in the banking/financial industry

Skills Needed

Answering Customer Questions, Establishing Rapport With Clients, Ability to Use Positive Language, Data Entry and Basic Computer Skills, Ability to Identify and Anticipate needs