Customer Assistant - Derby

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, engaging workplace where colleagues have the freedom to be themselves and grow their careers.

We’re proud to be an award‑winning employer, accredited as a ‘Great Place to Work’ based on our latest colleague survey, and we’re equally proud to have been recognised externally for the work we do -winning

Best Building Society at the British Bank Awards and

Best Specialist Mortgage Provider .

Job Purpose & Scope

To deliver excellent customer service by building strong relationships with existing and new members and promoting the Society’s products and services.

The role holder will contribute to the overall success of the branch by working collaboratively with colleagues, supporting team performance, and demonstrating leadership behaviours through role modelling, knowledge sharing, and a proactive approach to continuous improvement.

Duties and Key Responsibilities

• Customer Service
• Build strong relationships with customers, promoting member loyalty through high-quality interactions across face-to-face, telephone, and digital channels.
• Identify customer needs and recommend appropriate products and services, either directly or through referral to specialist colleagues.
• Operate within open member areas, proactively engaging with customers to enhance their experience and maximise service opportunities.
• Demonstrate flexibility and adaptability to meet customer needs in line with the Society’s Values.
• Deliver all transactions accurately and efficiently, ensuring compliance with operational procedures and balancing requirements.
• Undertake outbound customer contact to promote products and services where appropriate.
• Act as a role model for excellent customer service, setting standards for others through behaviour and approach.
• Share knowledge and best practice with colleagues to drive consistent service quality across the team.
• Demonstrate awareness of how behaviour and communication impacts others, adapting approach to support positive outcomes.
• Identify and support the continuous improvement of customer experiences through the challenge and development of customer processes’.
• Encourage customers to provide feedback
• Conduct customer interviews adhering to the T&C scheme
• Risk Management and Branch Security
• Adhere to all Society policies and procedures to mitigate risk and ensure compliance at all times.
• Identify, elevate and report risk events in line with the Risk Management Policy.
• Maintain high levels of accuracy and attention to detail in all work activities.
• Support a positive risk culture by encouraging adherence to policies and raising concerns appropriately.
• Deliver a getting it right first time culture and learning from errors so no repeats
• Comply with all regulatory requirements relevant to the role.
• Act as an ambassador for the Society, consistently demonstrating its Values and professional standards.
• Maintain a strong understanding of the Society’s products, services, and processes.
• Work collaboratively across the branch network, including supporting other locations where required.
• Demonstrate initiative and a proactive approach to work and team support.
• Support the Branch Manager in strengthening the Society’s presence within the local community, including participation in events and networking activities where appropriate.
• Contribute to branch initiatives and help coordinate activities where required.
• Remain adaptable and open to change, supporting others through change where appropriate.
• Results Orientation
• To achieve individual objectives including a branch champion role, supporting the achievement of Branch Network objectives and thereby contributing to the overall success of the society
• Collaborate with Head Office colleagues to improve overall customer experience and operational effectiveness.
• To embrace and contribute to the delivery of a commercially focused culture with your branch and team
• Make a positive contribution to your assigned champion meetings and workshops
• Self-development
• Take ownership of personal development through regular one-to-ones and performance reviews.
• Complete all required training, including regulatory and mandatory learning.
• Actively seek opportunities to develop leadership skills, including communication, organisation, and coaching.
• Apply learning to improve individual performance and contribute to team effectiveness.

Person Specification

Qualifications & Knowledge

• A good standard of numeracy and literacy, with the ability to communicate clearly and accurately
• Basic understanding of customer service principles and delivering positive customer outcomes
• Awareness of different leadership approaches and how to support and positively influence others, including through role modelling and informal coaching

Experience

• Experience of working in a customer-facing or service-focused environment
• Experience of working collaboratively as part of a team to achieve shared outcomes
• Experience of taking responsibility for tasks and seeing them through to completion
• Experience of supporting others, sharing knowledge, or contributing to team improvements (desirable, not essential)

Skills & Abilities

• Customer and Communication Skills
• Ability to build positive relationships with customers and colleagues
• Clear and effective communication skills, with the ability to adapt style for different audiences
• Ability to listen, understand needs, and respond appropriately
• Teamwork and Emerging Leadership
• Ability to work collaboratively and contribute positively within a team environment
• Ability to support and encourage colleagues, sharing knowledge and best practice where appropriate
• Willingness to take initiative and contribute ideas to improve team performance and customer experience
• Ability to act as a positive role model through professional behaviour and attitude
• Awareness of how individual and team performance contributes to overall branch success
• Ability to support others through change by maintaining a positive and adaptable approach
• Organisation and Accountability
• Ability to organise and prioritise workload effectively
• Takes ownership of tasks and follows through to completion
• Ability to work with attention to detail and accuracy
• Proactive and adaptable approach to changing priorities
• Ability to apply sound judgement when making decisions within role remit, recognising when to escape issues appropriately
• Problem Solving and Improvement
• Ability to identify opportunities to improve processes or ways of working
• Confidence to suggest ideas and solutions in a constructive way
• Willingness to learn from feedback and apply learning in practice
• Ability to assess situations, identify potential issues, and contribute to practical solutions that support team and customer outcomes
• Digital and Technical Skills
• Basic IT skills, including the ability to use Microsoft Word and Excel
• Willingness to learn new systems and technologies relevant to the role
• Personal Attributes and Behaviours
• Demonstrates a positive, professional and customer-focused approach
• Shows integrity, accountability and reliability in all activities
• Open to learning, feedback and continuous development
• Demonstrates flexibility and adaptability in response to business needs
• Values diversity and contributes to an inclusive and respectful working environment
• Resilient and maintains a positive approach when dealing with challenges or change
• Other Requirements
• Flexibility to work across different branch or office locations as required
• Willingness to occasionally work outside standard hours to support business or community events
• A Basic DBS check will be undertaken upon an offer of employment.
• Minimum of 26 days paid holiday a year, plus bank holidays
• Free health screening
• 24/7 GP access for you and your close family
• Comprehensive mental health support including counselling sessions and mental health first aiders
• Workplace savings account with £100 bonus when you save regularly
• Enhanced sick and family leave pay from day 1
• Sick Pay guaranteed for 6 months for major illnesses
• Life assurance of 4 times your annual salary
• Retailer discounts and salary sacrifice/deduction schemes
• We’re open to discussing working flexibly
• Onsite gym at Head Office
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