Customer Service Representative

Spider Web Recruitment; Chelmsford; On-site; GBP 25,000; Full time

Job summary

A financial services organization is looking for a Customer Service Representative to join their team on a full-time basis in Chelmsford. This role involves providing exceptional customer service, managing end-to-end transactions, and supporting vulnerable customers. Applicants must hold a full driving license and have access to a vehicle, as the role requires travel between branches. The position offers a competitive salary of £24,500 and various employee benefits, including holiday and pension contributions.

Benefits

Competitive salary

33 days holiday

5% employee pension contribution

Employee extras such as life assurance and salary sacrifice schemes

Qualifications

• Experience in a similar Customer Service role.
• Strong understanding of financial products and services.
• Ability to manage multiple priorities effectively.

Responsibilities

• Deliver exceptional customer service as first point of contact.
• Ensure compliance with regulatory standards.
• Handle customer transactions and resolve complaints effectively.
• Identifies and supports vulnerable customers with care.

Skills

Excellent verbal and written communication skills

Self-motivation

Proactive approach

Organisational skills

Technical proficiency with Microsoft applications

Knowledge of complaint handling

Support for vulnerable customers

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.

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