Senior Customer Services Assistant - Hull

Leeds Building Society; Hull and East Yorkshire; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading building society in Hull is seeking a dedicated customer service professional to assist the Branch Manager and support the team. In this role, you will handle customer inquiries, provide referrals for financial services, and help coach colleagues. Ideal candidates will have customer service experience, strong communication skills, and proficiency in MS Office. This position offers hybrid working, an annual bonus, and opportunities for professional development.

Benefits

Annual colleague bonus of up to 12%

Hybrid working with 60% of your time at home

Matched pension contributions of up to 10%

26 days holiday plus bank holidays

Colleague Mortgage and Saver products

Electric vehicle scheme/Cycle to Work scheme

2 days' volunteering per year

Responsibilities

• Assist the Branch Manager to support the Hull branch team in referrals.
• Coaching colleagues through approved quality assurance processes.
• Pre-qualifying mortgage calls to potential lending customers.
• Refer customers seeking financial advice to authorized staff.

Skills

Previous customer service experience in retail or financial services

Strong communication skills

Ability to deal with escalated customer queries

Ability to support colleagues in collaborative environment

Good standard of numeracy

Proficient in MS Office (Outlook, Word, Excel, PowerPoint)

Education

Educated to GCSE standard or equivalent

Job description

How you'll help us live our purpose

We've been helping our members save for their future and buy a home of their own since 1875. By joining us, you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.

It's a purpose that drives everything we do and one we're proud of. And you can play your part too – join our dedicated team in the Crossgates branch and we'll support you to give our members the great service we pride ourselves on, whatever they're saving for.

How you'll make a difference

You'll be assisting the Branch Manager to support the Hull branch team in ensuring that sufficient quality referrals for both regulated, non-regulated products and lending opportunities are made through the approved customer contact processes. Working alongside the Branch Manager in the coaching of CSA colleagues both ad‑hoc and via the approved quality assurance process. Supporting the Branch Manager by carrying out pre‑qualifying mortgage calls to lending customers. Ensure that all customers who could be suitable to receive financial advice, or requesting information on regulated products and mortgages, are referred to the relevant experienced or authorised staff, making appointments where necessary

What you'll bring to the role

• Previous customer service experience in retail or financial services
• Strong communication skills, delivering accurate and efficient service across counter and telephone channels.
• Ability to deal with escalated customer queries
• Ability to support colleagues in collaborative environment
• Show people leadership behaviour and deal with escalated customer queries
• Good standard of numeracy and ability to use MS Office package (Outlook, Word, Excel, PowerPoint etc.)
• Educated to GCSE standard or equivalent.

And in return, you'll get the best from us

• An annual colleague bonus of up to 12%
• Hybrid working with 60% of your time at home
• Matched pension contributions of up to 10%
• 26 days holiday, plus bank holidays and holiday purchase scheme of up to 5 days each year
• Colleague Mortgage and Saver products
• Electric vehicle scheme/ Cycle to Work scheme
• 2 days' volunteering per year

We'll give you a place to belong with the support to learn, develop and shape a meaningful career.

Visa Sponsorship

This role does not meet the eligibility criteria for sponsorship under the Skilled Worker visa route. Therefore, we are only able to consider applications from individuals who already have the right to work in the UK without employer sponsorship.

Why choose us

Our business is centred around our people. Our colleagues are at the heart of everything we do, as shown by our Inclusive Employers Gold accreditation in 2023 and 2025. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.

You’ll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises how we've embedded our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.

Why wait? Apply now

We're devoted to creating a culture and workplace that is representative of the communities we serve. If you'd like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter as we'd like to find out more about the skills and experience that you could bring to the Society. We're committed to supporting you to be at your best. While we aim to make all branches accessible, not all locations are currently accessible due to building constraints. If you have any specific access requirements, please reach out us on [e-mail] so we can discuss how we support your application and make reasonable adjustments where possible.