Member Relationship Assistant (Galashiels) in Livingston

Scottish Building Society is a mutual building society, 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.

At the Scottish Building Society, our people are our most important asset. 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. Joining our team means finding a great workplace with opportunities to develop and grow.

The 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 online. This role will be based onsite full time, working Monday - Friday, 9am - 5pm in our Galashiels 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.
• Processing transactions including opening 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 from own experience and member feedback.
• Being a Subject Matter Expert in tasks aligned to each Centre of Excellence and supporting colleagues with their knowledge.
• Accurate cash handling and adherence to Relationship Centre security measures.
• Treating information with appropriate confidentiality and sensitivity.
• Actively promoting the use of online services to members.
• Logging customer complaints in line with regulatory guidance and taking personal ownership for these.
• Account maintenance including transfers, cheque requests, closing accounts, and processing of Bond maturities.
• Ensuring relevant operating procedure manuals are reviewed and updated as required.
• General office duties and dealing with incoming and outgoing mail.
• Participating in training and mentoring of colleagues.
• Continuously developing and maintaining technical and professional knowledge and competence.

Skills & Capabilities for the role

• Preferably educated to Higher Level or equivalent.
• Essential experience in a face-to-face Customer Service role, preferably in a Branch environment.
• Experience working with Microsoft Office programmes.
• Desired experience within a Financial Services organisation.
• Tenured experience in a Customer Service environment.
• Essential skills include accuracy, attention to detail, teamwork, excellent numeric abilities, good listening skills, 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 needed.

Please do not apply for this role unless you have recent demonstrable relevant experience and the right to work in the UK. All successful candidates will be subject to criminal background and financial credit checks.