Customer Service Assistant

Hinckley and Rugby Building Society; Hinckley; On-site; GBP 21,000 - 27,000; Full time

Job summary

Hinckley and Rugby Building Society is seeking two Customer Service Assistants to join our Operations team. This role supports mortgage and savings members, delivering excellent service in a fast-paced environment across multiple channels.

We welcome both full-time and part-time applicants. This position offers a diverse range of activities and the opportunity to develop broad skills while upholding quality and regulatory standards. Apply via Team Tailor by 12 November 2026.

Qualifications

• Excellent communication and customer service skills.
• Strong organisational skills and attention to detail.
• Ability to prioritise workloads and meet deadlines.

Responsibilities

• Provide exceptional service and support to mortgage and savings members across multiple channels.
• Respond to customer enquiries and administrative requests.
• Maintain accurate customer records and documentation.
• Ensure compliance with internal procedures and regulatory requirements.
• Meet KPIs and service standards with right-first-time delivery.
• Support vulnerable customers appropriately.
• Collaborate with colleagues to enhance the customer experience.
• Identify improvements to processes and drive operational efficiency.

Skills

Customer service

Communication

Organisational skills

Job description

About the Role

We are delighted to announce an opportunity for 2 Customer Service Assistants to join our Operations team.

This role is ideal for someone who is passionate about delivering excellent customer service and enjoys working in a fast-paced environment. You will play a key role in supporting our mortgage and savings members, ensuring every interaction delivers positive customer outcomes while meeting quality, compliance and service standards.

We are keen to hear from candidates interested in both full-time and part-time opportunities. Customer Service Assistants work across a diverse range of activities within our Operations team, including administrative processing, member telephony support, and product maturity servicing. This variety offers the opportunity to develop a broad skill set, build valuable knowledge across different areas of the business, and contribute to delivering an outstanding experience for our members.

Whether you enjoy speaking directly with customers, working behind the scenes to support key processes, or managing important member journeys, this role provides the opportunity to make a meaningful impact as part of a collaborative and supportive team.

Key Responsibilities

As a Customer Service Assistant, you will:

• Provide exceptional service and support to mortgage and savings members.
• Respond to customer enquiries and administrative requests across multiple communication channels.
• Maintain accurate customer records and documentation.
• Ensure compliance with internal procedures, regulatory requirements, and operational controls.
• Meet agreed KPIs and service standards while delivering a right first time service.
• Recognise and appropriately support vulnerable customers.
• Work collaboratively with colleagues across the business to enhance the customer experience.
• Identify opportunities to improve processes and drive operational efficiency.

What We are Looking For

You'll be someone who:

• Has excellent communication and customer service skills.
• Demonstrates strong organisational skills and attention to detail.
• Can prioritise workloads effectively and work to deadlines.
• Builds positive relationships with customers and colleagues.
• Takes a proactive and flexible approach to work.

Interested?

If you would like to apply for this opportunity, please submit your CV through Team Tailor portal by 12 November 2026.

We're committed to creating a diverse and inclusive workplace where everyone feels respected, valued and supported. We welcome applications from all qualified candidates regardless of race, ethnicity, religion, age, gender, sexual orientation, disability or any other protected characteristic. We believe that embracing different perspectives strengthens our organisation, drives innovation and helps us better serve our members.