Customer Assistant - Stoke-on-Trent, United Kingdom - Leek Building Society

Leek Building Society

Verified Company

Stoke-on-Trent, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Customer Assistant

Location:
Hanley Branch

Employment type:
Full-time, Fixed-Term (14 months).

Salary:
£20,024, plus benefits.

Working hours:

35 hours per week, worked to a shift pattern:

Monday to Friday 08:45 16:4
Saturday 09:00 12:15 on a Rota

Reports to:
Branch Manager

The Organisation

Leek Building Society is an award winning, highly admired, local mutual building society that is owned and trusted by its members and were on a mission to become even stronger.

Were a great place to work too with a strong sense of family in a recent staff survey, 97% of colleagues said that they were proud to work for Leek Building Society, recommending us as a great place to work.

And we want to make things even better.

Were also a socially responsible employer with an unflinching focus on making a positive difference to the lives of our members, employees, and the local community.

Youll be joining the business at a fantastic time of growth, with a transformational investment in our premises, people, and products along with other exciting projects like the launch of our digital platform which will benefit both our staff and members.

Job Purpose & Scope
To build relationships with existing and new customers, promoting the Societys products and services.

Working as part of a team to deliver exceptional customer service to meet the needs of our existing and new members.

Duties and Key Responsibilities

Customer Service

Building customer relationships and growing member loyalty through the interaction and engagement with them either on a facetoface basis, over the telephone or via video call.
Identifying customer needs and promoting the products and services that Leek Building Society can provide, whether that be directly or by referring to specialist colleagues.
To make use of open spaces and member zones, you will work in these areas at the direction of your Branch Manager. You will be expected to utilise your Customer Experience skills training to maximise member engagement and support the provision of exceptional customer service.
To demonstrate flexibility in action and thinking to provide excellent customer service in line with the Societys Values.
To carry out any tasks that have been delegated from the Branch Manager.
To contact customers by outbound telephone calls to promote the Societys products and services.
To process all customer requests accurately and efficiently, making sure that tills balance and all administration is processed accurately first time.
To achieve individual objectives, supporting the achievement of Branch Network objectives and thereby contributing to the overall success of the Society.
To work from other branches from time to time to support operational demand requirements.

Risk Management and Branch Security

To adhere to the Societys policies and procedures at all times to mitigate risk.
To Identify and report risk events in accordance with the Risk Management Policy.
To ensure that work is carried out accurately. Attention to detail is essential.
To comply with all Leek Building Society policies and regulatory requirements.
To understand the importance of a risk culture as it applies to the Customer Assistant role.

Society Ambassador

To embrace and work in line with the Societys core values.
To have a good understanding of the Societys products, services and processes required to carry out the role.
To work as part of a team providing flexibility where required. This includes travelling to other locations within the business.
To be able to work on own initiative
To support the Branch Manager to raise the branch profile in the area by participating in networking and community events. This could include working outside the normal contracted working hours.
To be receptive of and willing to embrace change.
To present a professional image at all times.

Self-development

To take ownership of your own development by actively participating in 121s and Personal Development Reviews.
To keep up to date with training requirements including elearning and attending training courses where required.

Conduct Rules
All employees are expected to act in accordance with the PRA and FCA Conduct Rules:

You must act with integrity
You must act with due skill, care and diligence
You must be open and cooperative with the FCA, the PRA and other regulators
You must pay due regard to the interests of customers and treat them fairly
You must observe proper standards of market conduct

Financial Crime

All employees are expected to:

Be aware of their personal legal obligations and the legal obligations of the Society in relation to Financial Crime
Be aware of the Societys Anti-Money Laundering systems and controls and follow the Societys procedures
Be alert for anything suspicious in respect of money laundering or fraud and report any suspicions in line with i