Customer Relationship Consultant

Overview

Hours: Permanent position working full time 36 hours per week to support branch operating hours.
Salary: £26,750 per annum.
Closing Date: Wed, 5 Aug 2026.

Position Summary

We are recruiting for a Customer Relationship Consultant to work at our Chester and West Kirby branches. The role involves engaging in conversations to discover our customers' needs, providing information about our full savings range, products, and services, and conducting 'My Review' appointments to understand and discuss their financial goals. By listening and getting to know our customers, you will help them review their circumstances and identify the most appropriate products to suit their goals.

Responsibilities

• Engage, understand, and identify customer needs by asking great questions and listening to their specific circumstances.
• Tailor relevant solutions to their needs while ensuring the right outcome for the customer and the society.
• Act as the first point of contact for customers in branch with enthusiasm and a desire to help.
• Conduct 'My Review' customer appointments face to face, virtually, or by telephone.
• Proactively contact customers over the phone to identify and discuss their needs.
• Educate customers on a range of products and services and the different communication channels they can utilise.
• Use internal systems to maintain accurate and up to date customer records, identifying and supporting vulnerable customers appropriately.
• Adhere to and understand appropriate policies, standards, controls, and limits of authority applicable to the role, supported by training, coaching and communication.

Qualifications & Requirements

• Previous experience interacting with customers, in any setting such as bank or building society, retail, food & beverage, guest services, health/care, or contact centre.
• Demonstrated passion for delivering exceptional service and going above and beyond.
• Ability to work well alongside others with a one team mindset.
• Capacity to react quickly in a busy environment and manage a wide variety of customers with excellent time management.
• Desire and ability to grow, adapt and change while accommodating business needs and priorities.
• Effective communication skills with the ability to influence different audiences using suitable channels for achieving clear outcomes.
• Openness to a broad range of activities even if outside standard expectations.

Benefits

• Annual discretionary bonus scheme
• 25 days standard annual leave plus bank holidays, +1 day per year of service to a maximum of 30 days after 5 years
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days
• Generous employer matched pension contributions - up to 10% per annum
• Employee Assistance Programme
• Online employee discount platform (retailers, entertainment, eating out and travel)
• Three paid volunteering days per year
• Colleague mortgage and savings accounts, and discount schemes
• Commitment to training and development
• Private medical insurance
• Salary Sacrifice Scheme for hybrid/electric car

Company Overview

We are the fourth biggest building society in the UK, a mutual organisation owned by our members. Our purpose is to help more people have a home, save for life ahead and support long term financial wellbeing.