Customer Service Representative

Saffron Building Society; Chelmsford; On-site; GBP 20,000 - 25,000; Full time

Job summary

A mutual financial organization in the UK is seeking a full-time Customer Service Representative to provide exceptional service and support to members. The role includes training at the head office and requires travel between branches. The successful candidate will demonstrate excellent communication skills and have a strong understanding of financial products. With a competitive salary of £24,500 and various employee benefits, this position is ideal for those passionate about customer service and community impact.

Benefits

Competitive salary

33 days holiday

Pension contributions

Employee wellbeing support

Qualifications

• Experience as a Customer Service Representative or similar role.
• Good understanding of financial products and services.
• Knowledge of complaint handling and supporting vulnerable customers.

Responsibilities

• Deliver exceptional customer service and manage end-to-end transactions.
• Stay informed about products and enhance customer interactions.
• Handle customer transactions accurately and manage complaints.

Skills

Excellent verbal and written communication skills

Self-motivation

Proactive approach

Strong organisational skills

Technical proficiency with Microsoft applications

Job description

Customer Service Representative / Member Representative / Cluster Support

Saffron Building Society is seeking a Customer Service Representative / Member Representative to join our team on a full-time permanent basis. This role can be based at either our Braintree or Brentwood branch and will involve travelling between branches to provide relief cover (travel allowance will be paid). It is essential that you hold a full driving licence and have access to your own vehicle.

Why Saffron Building Society

At Saffron Building Society, we believe that financial well-being is a journey, not just a destination. As a mutual organisation, we exist solely for our members, prioritising their needs above all else. We are committed to building meaningful connections, delivering outstanding experiences, and making a positive impact in our communities.

Fantastic Company Benefits Include

• Competitive Salary: On offer is a competitive salary of£24,500 per annum
• Holiday: 33 days holiday
• Pension:5 % employee contribution 8.5% employer contribution
• Employee Extras such as:Income protection, life assurance, comprehensive wellbeing support, buy and sell holiday, salary sacrifice schemes

About the role

Once you have completed your three weeks of Academy training at Saffron House (Head Office), you will join the branch as a Customer Service Representative / Member Representative/ Cluster Support. Acting as the first point of contact for our members, you will deliver exceptional customer service, identify needs, and manage end-to-end member transactions and administration.

This role is 35 hours per week, Monday - Friday 9am - 5pm with 2 x Saturdays per month 9am - 1pm which is paid at time and half (overtime rate).

Main Duties and responsibilities

• Stay informed about Saffron's products and third-party services to enhance customer interactions, confidently discussing savings, mortgages, and general inquiries.
• Achieve first contact resolution, adding value for both the member and the Society.
• Ensure compliance with regulatory, audit, and operational standards while meeting defined processes and service KPIs.
• Handle customer transactions accurately, keep members informed of any delays or issues, and manage complaints appropriately, taking ownership and providing effective resolutions.
• Identify and support vulnerable customers, ensuring their needs are met with empathy and care.
• Contribute to team objectives, including booking Financial Wellbeing Reviews and collaborating with colleagues and partners.

About you

You will have experience in a similar Customer Service Representative / Member Representative/ Cluster Support role, with a good understanding of financial products and services. Excellent verbal and written communication skills, self-motivation, and a proactive approach are essential. You will thrive both independently and as part of a team, demonstrating strong organisational skills to manage multiple priorities. Technical proficiency with Microsoft applications is required, and knowledge of complaint handling and supporting vulnerable customers is desirable. You must hold a full driving licence and have access to your own vehicle, as you will be required to travel between branches and to Saffron Walden for training.

If you are passionate about delivering excellent customer service and eager to take the next step in your career, this Customer Service Representative / Member Representative/ Cluster Support role could be your perfect match! Please apply by forwarding an up‑to‑date CV which outlines your relevant experience for this role to be considered.

Please check your email inbox and spam / junk mail folder for any email correspondence for this vacancy.

If you require any reasonable adjustments such as access or information in an alternative format, please inform us soon as you are able so that we can make the appropriate adjustments.

No recruitment agencies, please

Additional keywords: customer service, cluster, support, financial services, banking, client relations, administration, member representative, client services, building society, advisor, adviser.