Customer Assistant

Employment type: Full Time, permanent position.

Working hours: 35 hours per week

Reports to: Branch Manager

The Organisation

At Leek Building Society, we pride ourselves on being a force for good. We exist to help our communities grow, so they can do great things today - and even better things tomorrow. Our colleagues are one of the communities we support. We’ve created an inclusive and engaging hybrid workplace where colleagues have the freedom to be themselves and grow their careers.

As the winner of the SME People Management award at the 2025 CIPD People Management Awards, the 8th most Inspiring Workplace in the UK, and a Top 100 globally Inspiring Workplace, we’re committed to maintaining our award-winning proposition while helping our colleagues reach their true potential.

Job Purpose & Scope

To build relationships with existing and new customers, promoting the Society’s 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

• Building customer relationships and growing member loyalty through interaction and engagement with them either face-to-face, over the telephone or via video call.
• Identifying customer needs and promoting the products and services that Leek Building Society can provide, whether directly or by referring to specialist colleagues.
• Utilising open spaces and member zones at the direction of your Branch Manager to maximise member engagement and support exceptional customer service.
• Demonstrating flexibility in action and thinking to provide excellent customer service in line with the Society’s Values.
• Carrying out any tasks delegated from the Branch Manager.
• Contacting customers by outbound telephone calls to promote the Society’s products and services.
• Processing all customer requests accurately and efficiently, ensuring tills balance and all administration is processed accurately first time.
• Achieving individual objectives, supporting the achievement of Branch Network objectives and contributing to the overall success of the Society.
• Working from other branches from time to time to support operational demand requirements.

Risk Management and Branch Security

• Adhering to the Society’s policies and procedures at all times to mitigate risk.
• Identifying and reporting risk events in accordance with the Risk Management Policy.
• Ensuring that work is carried out accurately. Attention to detail is essential.
• Complying with all Leek Building Society policies and regulatory requirements.
• Understanding the importance of a risk culture as it applies to the Customer Assistant role.
• Embracing and working in line with the Society’s core values.
• Having a good understanding of the Society’s products, services and processes required to carry out the role.
• Working as part of a team providing flexibility where required, including travelling to other locations within the business.
• Being able to work on own initiative.
• Supporting the Branch Manager to raise the branch profile in the area by participating in networking and community events, which may include working outside normal contracted hours.
• Being receptive to and willing to embrace change.
• Presenting a professional image at all times.

Self-development

• Taking ownership of your own development by actively participating in 1-2-1’s and Personal Development Reviews.
• Keeping up to date with training requirements including e-learning and attending training courses where required.

Person Specification

Qualifications & Knowledge

• Good level of numeracy and literacy.

Experience

• Experience of working in a customer service environment.
• Experience of contributing effectively as part of a team.

Skills & Abilities

• Excellent customer service skills are essential for this role.
• Ability to work as part of a team.
• Ability to identify customer needs.
• Ability to work on own initiative, demonstrate a can-do approach and be willing to learn.
• Ability to competently use the basic functions on Microsoft Word and Excel.

Other Requirements

• Although a base branch will be allocated, the role holder may be asked to work at other Leek Building Society branches/office locations from time to time.
• Willingness to occasionally work outside standard branch opening hours to support events in the community/branch open evenings etc. is required.
• A Basic DBS check will be undertaken upon an offer of employment.

What benefits are on offer:

• Competitive salary rates.
• Contributory Stakeholder Pension Scheme.
• Minimum of 25 days paid holiday per annum plus bank and public holidays.
• Parental Schemes.
• Sick Pay guaranteed for 6 months for major illnesses.
• Life assurance of 4 times your annual salary.
• Employee assistance programme.
• We’re open to discussing working flexibly.

If the above sounds like something you’d thrive at, we’d love to hear from you.