Customer Relationship Consultant

Overview

Customer Relationship Consultant role at Skipton Building Society

Location: Worcester

Hours: This role is a permanent position, working 36 hours per week across Monday to Saturday to support branch opening hours.

Salary: up to £28,000 Per Annum

Closing Date: Sun, 7 Sept 2025

What Will You Be Doing?

• 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 customers over the phone to identify and discuss their needs.
• Educating each customer on a range of products and services as well as the different communication channels they can utilise to engage with us directly.
• Using internal systems to ensure that a customer’s records are accurately maintained and up to date, whilst ensuring vulnerable customers are identified and supported appropriately.
• Adhering to and understanding the appropriate policies, standards, controls and limits of authority applicable to your role, supported by training, coaching and appropriate communication.

What Do We Need From You?

• You will have previous experience of interacting with customers. While prior experience in Financial Services is helpful, we’re happy to consider candidates from other backgrounds.
• Your experience working with customers may be in person or over the phone, as Skipton’s customers are increasingly engaging through flexible channels including contact centres.
• Your background could be in retail, hospitality, guest services or health/care; demonstrate a passion for delivering exceptional service and going above and beyond.
• You will enjoy meeting new people and engaging in purposeful conversation.
• The ability to work well with others in a “one-team” mindset.
• The ability to stay calm and manage time effectively in a busy environment.
• The desire and ability to grow, adapt and change with business needs and priorities.
• You will be an effective communicator with the ability to influence different audiences using suitable channels for clear outcomes.
• You are open to a broad range of activities, including some that may be outside standard expectations.

What Is In It For You?

• Permanent role, 36 hours per week across Monday to Saturday to support branch opening hours.
• Salary up to £28,000 per annum depending on experience, plus benefits.
• Annual discretionary bonus scheme.
• 25 days standard annual leave + bank holidays, rising to 30 days after 5 years.
• Holiday trading scheme to buy or sell additional annual leave days.
• Generous employer matched pension contributions – up to 10% per annum.
• Benefits portal including Employee Assistance Programme and online employee discounts.
• Three paid volunteering days per year for charitable involvement.
• Colleague mortgage and savings accounts, plus various discount Schemes.
• Commitment to training and development.
• Private medical insurance for colleagues.
• Salary Sacrifice Scheme for hybrid/electric car.