Benefits:
⦁ Annual Bonus Scheme (non contractual)
⦁ Holidays – Starting at 22 days plus Bank Holidays (increases with length of service)
⦁ Birthday Holiday
⦁ Ability to buy and sell holidays
⦁ Health shield cash plan cover
⦁ Free will writing scheme
⦁ Free breakfast everyday
⦁ Free fresh fruit every week
⦁ Paid Menopause leave
⦁ Cycle to work scheme
⦁ Electric Vehicle scheme
⦁ 35 hour working week
⦁ Pension scheme - 5%, 6%, 7%, 8% or 9% matched
⦁ A friendly and open culture where teams strive to do the right thing by their colleagues and our members
⦁ An organization with a strong sustainability agenda
⦁ Access to a wide range of health and wellbeing resources
⦁ Engagement activities throughout the year
⦁ Summer BBQ and Christmas Party
⦁ An active social and community agenda (2 paid days per year for community work)
⦁ 2 Star Best Companies accreditation
Essential Duties and Responsibilities:
⦁ Provide excellent standard of customer service to customers and the branch network through telephone calls, post and email enquiries. This includes providing guidance and support to branch colleagues in relation to the administration of customer savings accounts and completing administrative changes within agreed SLAs.
⦁ Work in conjunction with the Customer Service Managers and Team Leaders to maintain high levels of branch administration standards and provide training and feedback.
⦁ Assist the Savings Operations Manager and Customer Service Managers in the training and development of branch colleagues on savings administration.
⦁ Assist with the development and implementation of new systems, policies and procedures to support savings operations.
⦁ Assist with the regular monitoring and accuracy of customer data in relation to savings accounts including Single Customer View and FSCS.
⦁ Report to the Savings Operations Manager on matters relating to workflow and resource.
⦁ Support the team in delivering new software releases and provide regular updates and reports on software release testing.
⦁ Ensure procedures are updated resulting from systems updates and other changes from time to time.
⦁ Test new savings product releases and rate changes before release in accordance with testing plan.
⦁ Assist the Savings Operations Manager with regulatory changes to rules, guidance and tax introduced from time to time by the FCA, PRA and HMRC.
⦁ Contribute to the effective running of the department to ensure it meets all its Audit and Compliance requirements
⦁ Provide support and training to branch colleagues on system/process updates and changes as required.
⦁ Support colleagues to ensure that the department meets Society objectives in relation to:
⦁ Promotion of Society products and services
⦁ Achievement of customer service standards
⦁ Achievement of administration standards and targets
Experience and Skills:
⦁ A passion for customer service, we’re lucky to have some amazing customers that we dearly value. We pride ourselves on delivering a positive experience and great customer satisfaction.
⦁ Confident communication skills the ability to have engaging face to face conversations, captivating telephone conversations and nimble fingers to reply to customer emails.
⦁ Attention to detail – to accurately action customer applications, queries and reply to customers written communication to high standard.
⦁ The ability to promote our wonderful products - providing product information and helping our customers identify the best solution to meet their needs.
⦁ Team working – to learn and support each other to be the best that we can be.
⦁ Community minded – as it feels good to give back! Getting stuck into community initiatives and helping invest in the local community.
⦁ Positive can-do mindset - bring your energy, enthusiasm and ideas to complement the existing team.
⦁ Flexibility – to work 2-3 Saturdays and support other branches when needed. So a full driving license is key