Customer Service Officer (Branches)
Salary: £26,674.00
Monday Friday 9am 5pm, Branch working: 1 in 4 Saturday mornings in the Branch (36 hours a week).
This is a great opportunity to work within the friendly customer service team of a building society, providing excellent support to our customers, head office and Branch network.
This role is based between our Branches in Wood Street (central Bath) and Moorland Road, Oldfield Park. From time to time, you may be asked to work in the Customer Support team at our Queen Square Head Office, Bath.
Located on Queen Square in the centre of the beautiful city of Bath, the Society has been serving the city and supporting our local community since 1904. As a mutual Society we are committed to being an employer of choice, creating a diverse and inclusive team, managing our environmental impact and supporting our local community.
We are proud of the strong supportive culture at the Society. Its a highly collaborative environment with great team spirit and were all passionate about giving Members a personalised service.
Theres a lot of exciting business change initiatives taking place right now and youll be working with great people who know their stuff and are committed to making change happen, while remaining true to the Societys core values.
The role:
To provide customer service and administration support for members and savers who chose to transact with us through our branches as well as provide support and occasionally stand in for Customer Service Department staff.
You will be helping customers open, manage and operate their savings accounts, being the first point of call for all customers visiting or calling our branches. When necessary, this will include dealing with queries for those customers choosing to contact us by direct channels including Bath Online, email, web chat, post, and telephone.
Other responsibilities include:
Be first point of contact for all savers who choose to deal with us through the branch network.
To deal with customers wishing to deposit or withdraw funds. Process new account applications, issue passbooks, make amendments to existing accounts. Process standing order requests, fund transfers including faster payments and CHAPS, accurately and within agreed timescales.
To support the effective operation of the Societys online systems and savings accounts, promoting the benefits of Bath Online to customers.
Be able to answer all customer queries, on all the Societys accounts range, (including the more specialist business and professional accounts).
Play an active role in all customer relationship management and customer retention initiatives, achieving annual customer service initiative targets as agreed.
Take ownership for customer complaints and forward to the appropriate department, including recording where necessary.
Follow agreed procedures created to protect members and Bath Building Society. Be alert for suspected money laundering issues and complete all required Compliance training each year.
Apply the Society's Values in all aspects of the role and ensure any areas where you believe the Society could improve or amend its policies and procedures are highlighted to the appropriate forums and/or committees in a timely manner.
To be aware of the operational risks related to the job and how they relate to the overall risk management of the Society.
Adopt a get it right first time approach and maintain 100% accuracy in respect of general processing.
Provide support to other areas of the Society, where required.
When needed, stand in for Customer Services Department staff should there be a situation where extra help needed to address the needs of customers seeking a direct service.
Assist with projects aimed at improving customer service and experience.
Positively motivate the Branches and Customer Service Department team members, that is responsible for servicing and supporting our members and other savers.
Skills and competencies:
Good communication skills both oral and written
Keen to provide an exceptional customer experience
Good listening skills
The ability to take ownership of customer queries and complaints
Excellent team-working skills
Good interpersonal skills
Ability to work under own initiative
Excellent attention to detail
Good Microsoft Office skills
Time Management
Project Management Skills.
Why should you apply?
Heres just some of the reasons our colleagues are attracted to work for Bath Building Society:
Central Bath location with hybrid working opportunities when the job allows
Competitive salaries and a good work life balance, we dont expect you to work silly hours
27 days holiday (plus bank holidays) with the option to buy an additional five days
A day off on your birthday
Two days off a year to take part in our community volunteering programme
Generous pension scheme
Life Insurance (four times your salary)
Healthcare benefits after a qualifying period
Colleague Forum
Diversity & Wellbeing Forum
Support from Mental Health First Aiders
Refer A Friend scheme
Sharing in Success: Annual bonus scheme based on both the performance of the Society and your individual performance
Access to the Wider Wallet employee discounts portal to enjoy discounts off nationwide brands
We also have regular social events and some of the best parties!
To apply:
Please apply via the link
By sending us your CV you are agreeing to share personal data with us, which we will use in line with our Privacy Notice to process your application.
We appreciate the time and effort taken to apply for this role. If you have not received a response from us within 3 weeks of the closing date, please consider your application unsuccessful on this occasion. We thank you for your interest in Bath Building Society and invite you to visit our careers page for future opportunities.
Closing date:29th May 2026
*We reserve the right to close this vacancy early if we receive sufficient suitable applications for the role. So if you are interested, please submit your application as soon as possible.
STSM1_UKTJ
