Member Relationship Assistant (Galashiels) in Edinburgh

Scottish Building Society is a mutual building society, which means we are owned by and run for our members. We are the oldest remaining building society in the world, starting life in 1848 as the Edinburgh Investment Company. We help people save and buy their first and subsequent homes throughout their lives. Our dedicated team focuses on growing the Society while maintaining our values.

Our people are our most important asset - we couldn't offer such a personalised service without them. We strive to have a workforce that is representative of our members and are keen to recruit talented individuals who can make a difference. Our culture is friendly, open, and inclusive, encouraging everyone to bring themselves to work. If you choose to join our team, you'll find a great workplace and opportunities to develop and grow. We are currently on an exciting transformative journey, which the successful applicant would be part of.

The Opportunity

Reporting to the Manager of the Galashiels Relationship Centre, a Member Relationship Assistant will deliver an exceptional personalised service, building relationships through regular contact and increasing awareness of our service offering to support growth and retention of existing members and acquisition of new members through online.

This role will be based onsite full time, working Monday - Friday, 9am - 5pm in our Galashiels Relationship Centre.

Please take a moment to review the responsibilities outlined for this role to ensure they align with your experience and interest in member-facing, customer service, and first-line support work.

We also kindly ask applicants to note that the salary of £27,300 pa reflects the fixed entry-level salary for this position, and to consider whether this meets their expectations before applying.

Key Responsibilities

• Provision of excellent customer service by being the first point of contact and delivering an exceptional Front of House Experience.
• Actioning customer queries and requests.
• Building relationships and finding solutions.
• Process transactions including opening of new accounts, ensuring all due diligence is followed in line with regulatory requirements.
• Efficient inbound call answering to meet Society's standards.
• Efficient outbound calling to members as part of our Relationship strategy.
• Continuous identification of service improvements both from own experience and from member feedback.
• Being a Subject Matter Expert in those tasks aligned to each Centre of Excellence and supporting other colleagues with their knowledge.
• Accurate cash handling.
• Adherence to Relationship Centre security measures.
• Treat information with appropriate confidentiality and sensitivity.
• Actively promoting use of online service to members.
• Logging any customer complaints in line with the regulatory guidance and timescales, taking personal ownership for these, and where required, forwarding to the relevant departments for investigation, proactive tracking of progress, and relaying the outcome of the investigation to the customer and/or providing progress updates to the customer as appropriate.
• Account maintenance including transfers, cheque requests and Faster Payments, closing accounts and processing of Bond maturities.
• Power of attorney and deceased customers.
• Ensuring the relevant operating procedure manuals are reviewed in the first instance and updated as required and kept fit for purpose.
• General office duties.
• Dealing with incoming and outgoing mail.
• Project work or testing as required.
• Participate in the training and mentoring of colleagues.
• Continuously develop and maintain your technical and professional knowledge and competence.

Skills & Capabilities for the role

Qualifications:

• Preferably educated to Higher Level or equivalent.

Essential experience:

• Previous experience in a face-to-face Customer Service role, preferably in a Branch environment.
• Previous experience working with Microsoft Office programmes.

Desired experience:

• Working within a Financial Services organisation.
• Tenured experience working within a Customer Service environment.

Behaviours:

• Responsibility
• Collaboration
• Integrity
• Respect
• Wellbeing

Essential skills:

• Accuracy and attention to detail.
• Ability to work effectively in a team environment.
• Excellent numeric abilities.
• Good listening skills.
• Good verbal and written communication skills.
• Customer service orientation.
• Problem solving.
• Honesty and integrity.

This list is not exhaustive and the post holder is expected to carry out any other tasks that are required to fulfil the needs of the role. Management may add or subtract from the list of duties in order to meet the need of the business as they see fit and as per the terms and conditions of contract.

PLEASE DO NOT APPLY FOR THIS ROLE UNLESS YOU HAVE RECENT DEMONSTRABLE RELEVANT EXPERIENCE AND THE RIGHT TO WORK IN THE UK.

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Please note all successful candidates will be subject to criminal background and financial credit checks.