Customer Relationship Consultant

Overview

The role of Customer Relationship Consultant includes engaging in conversations to find out our customers\’ needs, providing information to them about our full savings range, products, and services that we offer. You will also engage with our customers through our \’My Review\’ appointments which is a great opportunity to understand and discuss our customers\’ financial goals in a friendly conversation. By really listening to, and getting to know our customers, you will help them to review their circumstances and what their goals are, whether that be financial, family, retirement, peace of mind or even a new home and through this proactively identify the most appropriate products to suit their needs. All the while providing a straightforward, helpful service that lets your enthusiasm shine through. Our branches are the heart of our local communities, however increasingly our customers want the flexibility of doing transactions online and engaging with us via our contact centre. In branch we can support our customers face to face, virtually and by outbound contact so we are reaching our customers at relevant times. So, whether you are promoting a new product or resolving a problem, you will always place our customers\’ needs at the heart of everything you do and provide a first-class service every time. For our customers, you will be more than just the friendly face and voice of Skipton Building Society. You will be a listener, a problem solver and in time a fountain of knowledge to help them achieve their financial goals. Together, you can help us build a better Society!

Responsibilities

• Engaging, understanding and identifying customer needs through asking great questions, listening to customers\’ specific circumstances and tailoring the relevant solution to their needs whilst ensuring the right outcome for the customer and the society.
• Acting as the first point of contact for customers in branch with enthusiasm and a desire to help our customers.
• Conducting \’My Review\’ customer appointments face to face, virtually or by telephone.
• Proactively contacting our customers over the phone to identify and discuss their needs.
• Educate each customer on a range of products and services as well as the different communication channels they can utilise to engage with us directly.
• Use internal systems to ensure that a customer\’s records are accurately maintained and are up to date, whilst ensuring vulnerable customers are identified and supported appropriately.
• Adhere to and understand the appropriate policies, standards, controls and limits of authority applicable to your role, supported by training, coaching and appropriate communication.

Qualifications

• You will have previous experience of interacting with customers. We’re happy to \’think outside the box\’ of wanting people who have previously worked in a bank or building society before. Your experience working with customers may be in person or over the phone, either is fine as Skipton\’s customers are increasingly looking for flexible ways of engaging with us so your experience in a Contact Centre environment may be just what we\’re looking for. Your experience may be in retail, food & beverage, guest services or even the health/care sector. Whatever your background, if you can demonstrate a passion for delivering exceptional service and going above and beyond we\’re happy to consider you.
• You will enjoy meeting new people and engaging in purposeful conversation.
• The ability to work well alongside others, with a \’one-team\’ mindset.
• The ability to react fast when the day gets busy and handle a wide variety of different customers with excellent time management.
• The desire and ability to grow, adapt and change whilst accommodating business needs and priorities.
• You will be an effective communicator with the ability to influence different audiences using suitable channels for achieving clear outcomes.
• That you are open to a broad range of activities even if outside of standard expectations, Disability Confident

Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.

Role Details

The role of Customer Relationship Consultant will be a permanent position working 36 hours per week (Monday to Saturday to cover branch opening hours). The salary is up to £25,650 per annum, depending on experience. Plus a range of benefits which include:

• Annual discretionary bonus scheme.
• 25 days standard annual leave + bank holidays and rising 1 day per year of service to a maximum of 30 days after 5 years.
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days.
• Generous employer matched pension contributions – up to 10% per annum.
• We care about your health and wellbeing. You will have access to a benefits portal which includes an Employee Assistance Programme and online employee discount platform (retailers, entertainment, eating out and travel).
• There are always initiatives to get involved with charities with three paid volunteering days for you to use each year.
• Colleague mortgage and savings accounts, as well as a host of colleague discount schemes.
• A commitment to training and development.
• Private medical insurance for all our colleagues.
• Salary Sacrifice Scheme for hybrid/electric car.