Customer Service Assistant

Progressive Building Society; Belfast City District; On-site; GBP 18,000 - 24,000; Full time

Job summary

Progressive Building Society in Northern Ireland is seeking a friendly Customer Service Assistant to join our Wellington Place Belfast branch and rotate across the network. You will be the first point of contact for members, delivering empathetic, personalised service and supporting savings/mortgage processes where needed.

Reporting to the Assistant Branch Manager, you’ll handle inquiries, identify cross‑sell opportunities, operate branch systems, and maintain knowledge of security procedures

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.
• Ability to provide high levels of customer service, showing excellent listening skills, communication skills and ability to build rapport with members.
• Good Microsoft office skills and the ability to multitask, allowing you to navigate different systems and process information while supporting our members.
• Demonstrates a 'willing to learn' attitude, takes on board feedback and displays a positive demeanour with an eagerness to help our members.

Responsibilities

• Act as the first point of contact in face-to-face, online or telephone interactions, offering a professional, friendly and personalised service.
• Take ownership for dealing with enquiries in an engaging manner and follow up as required.
• Identify opportunities where other Progressive products or partner services would be beneficial to our Members.
• Operate branch systems and carry out daily tasks including till operations and transactions.
• Carry out savings tasks related to account opening, deposits, withdrawals, and amendments.
• Provide cover in other branches as required.
• Maintain knowledge of branch and security procedures.
• Adhere to the Society’s Treating Members Fairly standards.

Skills

Answering customer questions

Establishing rapport

Active listening

Positive language

Data entry & basic computer skills

Identify and anticipate needs

Education

GCSE passes including English & Maths

Tools

Microsoft Office

Job description

Customer Service Assistant

About us

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.

About your new role

Due to our continued growth, we have an exciting opportunity for an enthusiastic and friendly Customer Service Assistant in our busybranch network. Primarily you will be based in our Wellington Place Branch in Belfast but will required to rotate across the network as required. We are a modern, innovative and exciting Building Society and we’d love for you to join us.

Reporting to the Assistant Branch Manager, you will act as a first point of contact for our customers. You will be responsible for providing a professional, empathetic and personal service in a manner that builds customer engagement and exceeds our customer’s expectations.

If you are passionate about helping people and providing excellent customer service and enjoy working in a team, then this is a great opportunity to build your career in a supportive, and friendly environment.

About the role

• Act as the first point of contact in face-to-face, online or telephone interactions, offering a professional, friendly and personalised service in a manner that builds Member engagement and reflects the Society’s values.

• Take ownership for dealing with enquiries in an engaging manner and hold effective conversations that demonstrate empathy and an understanding of individual Member life events through a sensitive and caring approach (e.g. bereavement, vulnerability etc.), following up as required.

• Identify opportunities where other Progressive products or partner services would be beneficial to our Members.

• Operate branch systems and accurately carry out a range of daily tasks including start and end of day processes, till operations, account / miscellaneous transactions, till balancing, nominal receipts and withdrawals processing.

• Carry out a range of savings tasks in relation to account opening, receipts and withdrawals, account closure, death of investors, non-personal accounts, and account amendments, showing attention to detail.

• Perform other counter related activities as required.

• Provide additional support to savings and mortgage processes as deemed necessary by Branch Management.

• Maintain knowledge of branch and security procedures.

• Adhere to the Society’s Treating Members Fairly standards.

• Liaise efficiently and professionally with Head Office teams, our business partners and solicitor firms as required.

• Provide cover in other branches as required

About the company

First and foremost, Progressive is a local organisation for local people. Founded in 1914, we put you at the heart of everything we do. We’re a building society rather than a bank, so you can count on us to always put our customers’ needs first.

Required Criteria

• 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.
• Ability to provide high levels of customer service, showing excellent listening skills, communication skills and ability to build rapport with members.
• Good Microsoft office skills and the ability to multitask, allowing you to navigate different systems and process information while supporting our members.
• Demonstrates a 'willing to learn' attitude, takes on board feedback and displays a positive demeanour with an eagerness to help our members.

Desired Criteria

• A minimum of 12 months experience working within a bank or building society branch environment.

Skills you'll need

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