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For Companies At a Glance
- Tasks: Deliver exceptional customer service and build relationships with members.
- Company: Join a purpose-driven organisation focused on member satisfaction.
- Benefits: Full-time role with opportunities for growth and development.
- Other info: Dynamic team environment with ongoing training and support.
- Why this job: Make a real difference in members' lives while enhancing your skills.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Reporting to the Manager of the Inverness 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 in our Inverness Relationship Centre.
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, making sure 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 support 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 and 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.
- 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.
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.
About You
Skills & Capabilities for the role
- Qualifications: Preferably educated to Higher Level or equivalent.
- Face to face Customer Service experience in a Branch environment.
- Previous experience of working with Microsoft Office.
- Working within a Financial Services organisation.
- A minimum of 5 years in a face-to-face customer service role in a Branch environment.
Behaviours:
- Responsibility
- Integrity
- Respect
Essential skills:
- Accuracy and attention to detail.
- Ability to work effectively in a team environment.
- Excellent numeric abilities.
- Good verbal and written communication skills.
- Problem solving.
- Honesty and integrity.
This list is not exhaustive, management reserve the right to amend the requirements as they see fit to ensure the post holder’s ability to fulfil the needs of the role.
Member Relationship Assistant in Inverness employer: Scottish Building Society
Contact Detail:
Scottish Building Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member Relationship Assistant in Inverness
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This way, when you chat with them, you can show that you're genuinely interested and not just another applicant.
✨Tip Number 2
Practice your communication skills! Since this role is all about building relationships, make sure you can articulate your thoughts clearly and confidently. Try mock interviews with friends or family to get comfortable.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for you. Plus, it shows initiative and can give you insider info!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team and ready to take that next step in your career.
We think you need these skills to ace Member Relationship Assistant in Inverness
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in customer service, especially in a face-to-face setting. We want to see how you've built relationships and handled queries in previous roles, so share specific examples that showcase your skills!
Tailor Your Application: Don’t just send the same application everywhere! Take a moment to tailor your CV and cover letter to reflect the key responsibilities and skills mentioned in the job description. We love seeing candidates who take the time to connect their experience with what we’re looking for.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon unless it’s relevant, and make sure your passion for the role shines through!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role right there!
How to prepare for a job interview at Scottish Building Society
✨Know Your Customer Service Basics
Brush up on your customer service skills, especially in a face-to-face setting. Be ready to share examples of how you've handled customer queries and built relationships in previous roles. This will show that you understand the importance of exceptional service.
✨Familiarise Yourself with Financial Services
Since this role is within a financial services organisation, make sure you know the basics of banking and financial products. Research common transactions and regulatory requirements so you can speak confidently about them during the interview.
✨Demonstrate Problem-Solving Skills
Prepare to discuss specific instances where you've identified issues and implemented solutions. Think of examples that highlight your ability to handle complaints and improve service delivery, as this is crucial for the Member Relationship Assistant role.
✨Showcase Your Team Spirit
This position requires teamwork, so be ready to talk about how you've collaborated with colleagues in the past. Share stories that illustrate your ability to support others and contribute positively to a team environment.