Member Support Officer

Vivo Talent; Stafford; On-site; GBP 24,000 - 30,000; Full time

Job summary

Vivo Talent is recruiting for a Member Support Officer in Stafford town centre. You will be the first point of contact for savings members across phone, digital, post and face to face, handling enquiries to resolution and supporting mortgages training.

The role is full-time, 37.5 hours, with Saturday mornings and five minutes from Stafford station. You will work across multiple channels and gain exposure to savings processing, ISA transfers, and member services while joining a friendly,

Qualifications

• Confidence on the phone and face to face.
• Accuracy and attention to detail with administration.
• Flexibility to move between phones, admin and the branch counter as demand changes, including Saturday mornings.

Responsibilities

• Look after members and prospective members across every contact channel.
• Process savings applications and account servicing accurately, including ISA transfers, maturities, dormancy, lost passbooks and tax statements.
• Handle Power of Attorney, Court of Protection, probate and statutory declaration requests with care.
• Manage online savings administration and correspondence within service standards.
• Support vulnerable customers, recognising their circumstances and giving extra help.
• Complete daily banking, exception and report checks, and help with testing and quality assurance.
• Support the branch when needed as part of a multi-skilled team.

Skills

Phone & in-person communication

Attention to detail

Flexibility

Empathy

Willingness to learn mortgages

Job description

Member Support Officer - Stafford town centre · £27,038 · Permanent, full time (37.5 hrs, Mon-Sat including Saturday mornings)

A long-established, member-owned building society is hiring two Member Support Officers. You'll be the first point of contact for savings members across phone, digital, post and face to face, owning each enquiry through to resolution. Expect real phone conversations, time on the branch counter and training in mortgages too. You'll report to the Head of Operations.

What you'll do

• Look after members and prospective members across every contact channel
• Process savings applications and account servicing accurately, including ISA transfers, maturities, dormancy, lost passbooks and tax statements
• Handle Power of Attorney, Court of Protection, probate and statutory declaration requests with care
• Manage online savings administration and correspondence within service standards
• Support vulnerable customers, recognising their circumstances and giving extra help
• Complete daily banking, exception and report checks, and help with testing and quality assurance
• Support the branch when needed as part of a multi-skilled team

What you'll bring

• Confidence on the phone and face to face. You genuinely enjoy talking to people, and savings or financial services experience is a bonus
• Accuracy and attention to detail with administration
• Flexibility to move between phones, admin and the branch counter as demand changes, including Saturday mornings
• Empathy and good judgement with members who need extra support
• Good judgement to think beyond the script, and a willingness to learn mortgages

Why apply

• A member-first society that wants its people to make decisions, not follow a script
• Full training, including cross-training into mortgages
• Varied work in a town-centre office five minutes' walk from Stafford station, with a smart-casual dress code