Hours: This role is a fixed-term contract until 31st December 2026, working full time 36 hours per week to support branch operating hours. Salary: £26,750 per annum. Closing Date: Tue, 5 May 2026.
Role Overview
We are recruiting for a Customer Relationship Consultant to work at our Blackburn branch. The role involves engaging in conversations to determine customers' needs, providing information about our full savings range, products and services, and conducting 'My Review' appointments to understand and discuss customers’ financial goals. The objective is to proactively identify appropriate products that suit the customers’ situations while delivering a straightforward, helpful service.
Responsibilities
- Engage with customers, asking insightful questions and listening to their specific circumstances to tailor relevant solutions.
- Act as the first point of contact for customers in branch, enjoying the flexibility of face‑to‑face, virtual, and outbound contact.
- Conduct ‘My Review’ customer appointments face‑to‑face, virtually, or by telephone.
- Proactively contact customers over the phone to identify and discuss their needs.
- Educate customers on a range of products and services and the communication channels available to them.
- Use internal systems to maintain accurate and up‑to‑date customer records, supporting vulnerable customers appropriately.
- Adhere to and understand the policies, standards, controls and limits of authority that apply to your role, supported by training, coaching and effective communication.
- Present solutions enthusiastically while ensuring the best outcome for both the customer and the society.
Qualifications
- Previous experience interacting with customers, either in person or by phone.
- Experience in a contact‑centre environment or in retail, food & beverage, hospitality, health or care sectors is desirable.
- Demonstrated passion for delivering exceptional service and willingness to go above and beyond.
- Ability to work well with others, manage varying workloads and prioritise effectively.
- Strong communication skills, with the ability to influence different audiences through suitable channels.
- Ready to adapt, grow and alter activities as required by changing business needs.
Benefits & Rewards
- Fixed term contract until 31/12/26 with 36 hours per week.
- Annual salary of £26,750.
- Annual discretionary bonus scheme.
- 25 days standard annual leave plus bank holidays, increasing 1 day per year of service to a maximum of 30 days after 5 years.
- Holiday trading scheme allowing you to buy and sell additional leave days.
- Generous employer‑matched pension contributions up to 10% per annum.
- Access to an Employee Assistance Programme and online discount platform.
- Three paid volunteering days per year.
- Colleague mortgage and savings accounts, and a range of discount schemes.
- Commitment to training and development.
- Private medical insurance for all colleagues.
- Salary sacrifice scheme for hybrid/electric cars.
EEO Statement
We are the fourth biggest building society in the UK and, as a mutual organisation, we have no shareholders – we are owned by our members. We value diversity and are committed to an inclusive culture. We are interested in who you are as a person and want our colleagues to reflect the diversity of our membership.
