Member Relationship Assistant (Galashiels)

Join our Team at Scottish Building Society, the oldest remaining building society in the world, established in 1848. We help people save and buy their first and subsequent homes throughout their lives. Our dedicated team focuses on growing the Society while upholding our values. Our people are our most important asset, enabling us to offer a personalised service. We strive for a workforce that is representative of our members and encourage talented individuals to join us in making a difference. Our culture is friendly, open, and inclusive, promoting personal authenticity at work. By joining our team, you’ll find a great workplace with opportunities for development and growth.

The Opportunity: Reporting to the Manager of the Galashiels Relationship Centre, a Member Relationship Assistant will deliver 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 online. This role will be based onsite full time, working Monday - Friday, 9am - 5pm in our Galashiels Relationship Centre. Please 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. The salary of £27,300 pa reflects the fixed entry-level salary for this position.

Key Responsibilities

• Provision of excellent customer service as the first point of contact, delivering an exceptional Front of House Experience.
• Actioning customer queries and requests, building relationships, and finding solutions.
• Processing transactions including opening new accounts, ensuring compliance with regulatory requirements.
• Efficient inbound call answering to meet Society’s standards.
• Efficient outbound calling to members as part of our Relationship strategy.
• Identifying service improvements from own experience and member feedback.
• Being a Subject Matter Expert in tasks aligned to each Centre of Excellence and supporting colleagues.
• Accurate cash handling and adherence to Relationship Centre security measures.
• Treating information with confidentiality and sensitivity.
• Actively promoting the use of online services to members.
• Logging customer complaints in line with regulatory guidance and taking ownership for resolution.
• Account maintenance including transfers, cheque requests, closing accounts, and processing Bond maturities.
• Ensuring operating procedure manuals are reviewed and updated as required.

Other Responsibilities

• General office duties and dealing with incoming and outgoing mail.
• Project work or testing as required.
• Participating in the training and mentoring of colleagues.
• Continuously developing and maintaining 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; experience with Microsoft Office programmes.
• Desired Experience: Working within a Financial Services organisation; tenured experience in a Customer Service environment.
• Behaviours: Responsibility, Collaboration, Integrity, Respect, Wellbeing.
• Essential Skills: Accuracy and attention to detail; ability to work effectively in a team; excellent numeric abilities; good listening, 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 required to fulfil the needs of the role. Management may adjust the list of duties as necessary. PLEASE DO NOT APPLY UNLESS YOU HAVE RECENT DEMONSTRABLE RELEVANT EXPERIENCE AND THE RIGHT TO WORK IN THE UK. Successful candidates will be subject to criminal background and financial credit checks.