Customer Services Representative

Capitol-Invest - Société Immobilière de la région de Bruxelles; Cambridge; Remote; GBP 24,000; Full time

Job summary

An established industry player is seeking a dedicated Member Services Representative to join their team. In this pivotal role, you will be the first point of contact for members, providing exceptional customer service and support. You'll engage with members to understand their financial needs, manage transactions, and ensure compliance with operational standards. This remote position offers the flexibility of working from home while requiring occasional office visits for team meetings. With competitive benefits and a strong commitment to member satisfaction, this opportunity is perfect for those passionate about helping others and advancing their careers in customer service.

Benefits

33 days holiday

Pension scheme

Income protection

Life assurance

Comprehensive wellbeing support

Buy and sell holiday

Salary sacrifice schemes

Qualifications

• Experience in a similar customer service role with understanding of financial products.
• Excellent verbal and written communication skills are essential.

Responsibilities

• Deliver high-quality customer service across various channels.
• Manage customer transactions efficiently and ensure compliance with standards.

Skills

Customer Service

Communication Skills

Problem-Solving

Organizational Skills

Empathy

Education

Experience in Customer Service

Tools

Microsoft Office

Job description

Customer Services Representative/ Member Services Representative - Join our team at Saffron Building Society and make a difference as a Member Services Representative.

We are looking for a Customer Service/ Member Representative to join our team on full-time permanent basis. This is a remote phone based role where you will be required to come to the office, a minimum once per month for team meetings in Saffron Walden, Essex.

Why Saffron Building Society

At Saffron Building Society, we believe that financial happiness is not just a destination; it's a journey we embark on together with our members and communities. As a mutual organisation, we exist solely for our members' benefit, prioritising their needs above all else. Our commitment to fostering financial well-being drives us to create meaningful connections, deliver exceptional experiences, and leave a legacy in our communities. If you're passionate about helping others and want to be part of a team that makes a difference, we invite you to join us.

Fantastic Company Benefits Include:

• Competitive Salary: On offer is a competitive salary of £23,500 per annum
• Holiday: 33 days holiday
• Pension: 5% employee contribution, 8.5% employer contribution
• Employee Extras: Income protection, life assurance, comprehensive wellbeing support, buy and sell holiday, salary sacrifice schemes

About the role:

As a Customer Service/ Member Services Representative, you will be the first point of contact for our members, ensuring they have an unmatched understanding of their finances. This role is pivotal in delivering high-quality customer service across various communication channels. You will handle end-to-end member transactions and administration while sticking to our quality assurance and operational standards. In this role, the working hours are Monday - Friday, 9am - 5pm with 2 x Saturdays per month which will be on a rota basis. If you live close to the Head Office, you are welcomed to work from the office more regularly or if you live near a branch you can utilise that space.

Main Duties and Responsibilities:

• Deliver high-quality customer service and demonstrate confidence in discussing savings, mortgages, and general inquiries.
• Achieve first contact resolution to add value to both the customer and the Society.
• Ensure compliance with regulatory, audit, and operational standards, meeting defined processes and customer service KPIs.
• Manage customer transactions efficiently and accurately, keeping members informed of any delays or issues.
• Engage with members to identify their needs, ensuring our services align with their financial goals.
• Handle complaints in accordance with our policy, taking ownership and providing appropriate resolutions.
• Identify and safeguard vulnerable customers, ensuring their needs are met with empathy and care.
• Keep up to date with Saffron's product offerings and third-party services to enhance customer interactions.
• Contribute to team goals, including booking Financial Wellbeing Reviews and collaborating with partners.

About you:

You will have experience in a similar Customer Services/ Member Services Representative role with a solid understanding of financial products and services. Possessing excellent verbal and written communication skills and demonstrating self-motivation with a proactive approach to tasks are essential. A strong team spirit and the ability to work collaboratively while thriving independently are also vital. You must exhibit strong organisational skills to manage multiple priorities effectively. Problem-solving acumen, empathy for vulnerable customers, and technical proficiency with Microsoft software applications are also vital attributes for success in this role.

If you are passionate about delivering excellent customer service and eager to take the next step in your career, this 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.