Customer Service Lead

Skipton Building Society; West of England; On-site; GBP 33,000 - 41,000; Full time

Benefits offered by this job

Annual discretionary bonus

25 days annual leave + bank holidays

Holiday trading scheme

Employer matched pension contributions

Job summary

Skipton Building Society is seeking a Customer Service Lead for our multisite branches in Bristol and Taunton. The role blends customer interaction with team coaching to ensure first-class service across in-branch, phone and video channels.

You will be a subject matter expert, coaching the team, communicating key messages, and promoting products and services while keeping customers at the heart of every interaction.

Qualifications

• Experience of developing relationships with customers and providing exceptional service.
• Enjoys listening and asks appropriate questions to build great relationships.
• Leads by example and shows pride in what they do.
• Experience of inspiring and motivating a team to drive performance.

Skills

Customer relationships

Leadership

Communication

Active listening

Team motivation

Job description

Are you passionate about helping others and providing exceptional customer service?

If so, then we have the perfect opportunity for you! We are recruiting for a Customer Service Lead across our multisite branches in Bristol and Taunton.

As a Customer Service Lead you will divide your time between customers and the team. You will be developing relationships with customers, having great conversations, and highlighting the products and services that Skipton Building Society provides through a variety of channels including face to face, over the phone, and by video.
As a subject matter expert, you will ensure that the team understand the branch’s contribution plan and understand key messages and actions. You will coach and develop the team through effective observations and one-to-ones, working as one team to achieve together.

Our branches are the heart of our local communities, however increasingly our customers want the flexibility of doing transactions online and engaging with us via our contact centre. In branch we can support our customers face to face, virtually and by outbound contact so we are reaching our customers at relevant times. So, whether you are promoting a new product or resolving a problem, you will always place our customers’ needs at the heart of everything you do and provide a first-class service every time.

For our customers, you will be more than just the friendly face and voice of Skipton Building Society. You will be a listener, a problem solver and in time a fountain of knowledge to help them achieve their financial goals.

Together, you can help us build a better Society!

Who Are We?

Not just another building society. Not just another job.

We are the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We do not have shareholders; we are owned by our members.

We are interested in who you are as a person. Why? Because our membership is made up of many kinds of people and we want our colleagues to be just as diverse. Our purpose is to help more people have a home, help people save for life ahead and support long term financial wellbeing.

Together, you can help us build a better Society!

Our colleagues say Skipton Building Society is a great place to work, and you could be one of them. Whatever your background, and whatever your goals, we will help you take the next step towards a better future.

What Do We Need From You?

• Experience of developing relationships with customers and providing exceptional service.
• Enjoys listening and asks appropriate questions to build great relationships.
• Leads by example and shows pride in what they do.
• Experience of inspiring and motivating a team to drive performance.

What Is In It For You?

The role of Customer Service Lead is a permanent position working 36 hours per week across Monday to Saturday to cover opening hours of the branches.

The role covers the multisite of Bristol & Taunton and we need someone who can be flexible to work in both locations as business demands. This will be discussed in more detail at interview stage.

The salary is up to £37,000 depending on experience, plus benefits including

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays and rising 1 day per year of service to a maximum of 30 days after 5 years.
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days.
• Generous employer matched pension contributions – up to 10% per annum.
• We care about your health and wellbeing. You will have access to a benefits portal which includes an Employee Assistance Programme and online employee discount platform (retailers, entertainment, eating out and travel).
• There are always initiatives to get involved with charities with three paid volunteering days for you to use each year.
• Colleague mortgage and savings accounts, as well as a host of colleague discount schemes.
• A commitment to training and development.
• Private medical insurance for all our colleagues.
• Salary Sacrifice Scheme for hybrid/electric car.