Customer Service Consultant

Job Summary

Role: Customer Consultant

Provide warm, personalised support to customers in the Kendal Branch and via phone or online, helping them explore and choose suitable savings products.

Hours: 36 hours per week (full time) - Permanent position.

Salary: £25,500 per annum (depending on experience).

Responsibilities

• Warmly welcome customers, both in-branch and over the phone, creating a positive first impression.
• Ask insightful questions to uncover and understand each customer's needs.
• Provide tailored solutions and clear information about our savings range, products and services.
• Proactively reach out to customers over the phone to review circumstances and offer support.
• Maintain accurate customer records in internal systems, focusing on vulnerable customers.
• Adhere to policies, standards and controls, receiving comprehensive training and coaching.

Qualifications & Experience

• Previous experience interacting with customers, either face to face or via phone. Experience in a contact centre, retail, food & beverage, hospitality, or health/care sectors is valued.
• Experience working in a bank or building society is desirable but not mandatory.
• Strong communication and listening skills, with the ability to tailor solutions to customer needs.
• Team orientated mindset, capable of working well alongside others and handling busy periods efficiently.
• Excellent time management and organisational abilities.
• Willingness and ability to grow, adapt and change while accommodating business needs and priorities.

Benefits

• Annual discretionary bonus scheme.
• 25 days standard annual leave + bank holidays, plus 1 day per year of service up to 30 days after 5 years.
• Holiday trading scheme (buy/sell additional days).
• Employer matched pension contributions - up to 10% per annum.
• Employee Assistance Programme and online discount platform.
• Three paid volunteering days per year.
• Colleague mortgage and savings accounts, and various discount schemes.
• Commitment to training and development.
• Private medical insurance for all colleagues.
• Salary Sacrifice Scheme for hybrid/electric car.