Customer Service Representative

The Nottingham Building Society; St Albans; On-site; GBP 25,000 - 26,000; Full time

Benefits offered by this job

Annual leave 29 days

Bank holidays

Holiday purchase scheme

Medicash healthcare

Enhanced family leave

Discretionary bonus scheme

Volunteer days (2 per year)

Job summary

The Nottingham Building Society is seeking a Savings Customer Ambassador to join our on-site team in St Albans. You will be the first point of contact for customers, assisting face-to-face or by phone, delivering end-to-end service and supporting savings growth.

A welcoming, proactive attitude and strong communication are essential for serving customers and driving valued outcomes. You will help open accounts, discuss savings products, and guide customers through digital channels while

Qualifications

• Professional customer service experience preferred
• Strong verbal and written communication
• Self-motivated with proactive approach
• Comfortable with digital tools and branch systems
• High empathy and customer-focused mindset

Responsibilities

• Greet customers at the branch and handle enquiries with accuracy
• Deliver outstanding service to support a strong NPS and Trustpilot score
• Promote savings products and support account opening and maturities
• Understand customer needs and offer relevant services for home ownership goals
• Contribute to community engagement and local branch goals
• Support customers with digital banking tools to enhance the experience
• Commit to personal development and career progression

Skills

Customer service

Communication

Self-motivation

Digital literacy

Empathy

Job description

About The Role

Contract type: Permanent

Hours: Full Time, 35 hours per week

Location: St Albans, Hertfordshire, AL1

Salary: Starting at £25,000, with progression to £25,500 once fully competent
At Nottingham Building Society our talent acquisition approach is rooted in openness and inclusive hiring, so even if you don’t feel you tick every box, we’d still genuinely love to hear from you.

This role is based on site, giving you the chance to connect face-to-face with your team and customers every day.

As a Savings Customer Ambassador at The Nottingham Building Society you will be the first point of contact for our customers either face to face in the branch or by phone. You will support the delivery of our end-to-end customer journey, walking in our customer’s shoes and understanding their needs through great conversations and service.

Our Savings Customer Ambassador’s support the growth and retention of savings through an outstanding customer experience. You will support our Society wide purpose of helping customers to own their own home by supporting our savings growth and referring customers to our trusted partners.

You will join a small, collaborative branch at the heart of your local community, and you’ll be an active force for good striving to do the right thing by your colleagues, customers and the community they serve.

Here’s a taste of what you will be doing as a Savings Customer Ambassador: -

• Welcome customers to the branch, dealing with enquiries and supporting with transactions using our branch-based systems whilst creating a strong customer first culture
• Deliver outstanding service in every customer interaction supporting a strong NPS and Trustpilot score
• Contribute to the growth and retention of savings balances within your branch and the Network through account opening, retention of maturities, and meaningful conversations
• Thoroughly understand our customer’s needs and identify opportunities to promote relevant services to our customers to suit their home ownership and financial goals
• Be a proactive force for good at the heart of your local communities by achieving the Network goal
• Embrace the digital journey in our branches supporting our customers with technology and digital services to enhance their overall experience
• Continue to learn and grow by owning your development to support your ongoing development journey and career development

About you: -

• You will have the ability to consistently demonstrate engaging customer service and deliver outstanding customer experiences
• Strong communication skills both face to face, written and via phone/ email
• Highly self-motivated and proactive in approach
• Digitally confident, open to new ways of working and change resilient
• High empathy with a strong desire to do the right thing for our colleagues, customers and the community

Financial Services experience is not required for this role, but a proactive and positive attitude is essential to be successful. We will offer full training to support you in your new role with us!

Reward & Benefits -

• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 29 days annual leave plus bank holidays, holiday purchase scheme (buy up to 5 days per year) and enhanced family leave
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations
• A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers
• A strong sustainability agenda – we’re continually finding new ways to be kinder to the environment by reducing our carbon footprint
• We’re passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you
• Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders

Embracing Diversity Together: -

We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers.

Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers.

We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.

About Us

We are a mutual, which means we don’t have shareholders. Instead, we’re owned by our members and use our money to do good, investing in our community, responsible causes, and – well, you. So, we’re always striving to do the right thing for our team, communities and members.

Although our history spans over 170 years, our purpose of helping our members save, plan for and protect their financial futures is enduring. At The Nottingham Building Society, we are dedicated to overcoming obstacles and turning challenges into opportunities. At the heart of our mission is our unwavering commitment to breaking down barriers and building better futures by helping our customers achieve the significant milestone of owning their own home.