Customer Service Representative in Chelmsford

Spider is advertising on behalf of our client who is seeking a Customer Service Representative / Member Representative to join their team on a full-time permanent basis. This role can be based at either their Braintree or Brentwood branch and will involve travelling between branches to provide relief cover (travel allowance will be paid). It is essential that you hold a full driving licence and have access to your own vehicle.

They believe that financial well-being is a journey, not just a destination. As a mutual organisation, they exist solely for their members, prioritising their needs above all else. They are committed to building meaningful connections, delivering outstanding experiences, and making a positive impact in their communities.

Fantastic Company Benefits Include:

• Competitive Salary: On offer is a competitive salary of £24,500 per annum
• Holiday: 33 days holiday
• Pension: 5% employee contribution 8.5% employer contribution
• Employee Extras such as: Income protection, life assurance, comprehensive wellbeing support, buy and sell holiday, salary sacrifice schemes

About the role:

Once you have completed your three weeks of Academy training at their Head Office, you will join the branch as a Customer Service Representative / Member Representative / Cluster Support. Acting as the first point of contact for members, you will deliver exceptional customer service, identify needs, and manage end-to-end member transactions and administration. This role is 35 hours per week, Monday – Friday 9am – 5pm with 2 x Saturdays per month 9am – 1pm which is paid at time and half (overtime rate).

Main Duties and responsibilities:

• Stay informed about products and third-party services to enhance customer interactions, confidently discussing savings, mortgages, and general inquiries.
• Achieve first contact resolution, adding value for both the member and the company.
• Ensure compliance with regulatory, audit, and operational standards while meeting defined processes and service KPIs.
• Handle customer transactions accurately, keep members informed of any delays or issues, and manage complaints appropriately, taking ownership and providing effective resolutions.
• Identify and support vulnerable customers, ensuring their needs are met with empathy and care.
• Contribute to team objectives, including booking Financial Wellbeing Reviews and collaborating with colleagues and partners.

About you:

You will have experience in a similar Customer Service Representative / Member Representative / Cluster Support role, with a good understanding of financial products and services. Excellent verbal and written communication skills, self-motivation, and a proactive approach are essential. You will thrive both independently and as part of a team, demonstrating strong organisational skills to manage multiple priorities. Technical proficiency with Microsoft applications is required, and knowledge of complaint handling and supporting vulnerable customers is desirable. You must hold a full driving licence and have access to your own vehicle, as you will be required to travel between branches and to Saffron Walden for training.

If you are passionate about delivering excellent customer service and eager to take the next step in your career, this Customer Service Representative / Member Representative / Cluster Support role could be your perfect match! Please apply by forwarding an up-to-date CV which outlines your relevant experience for this role to be considered.

Please check your email inbox and spam / junk mail folder for any email correspondence for this vacancy. If you require any reasonable adjustments such as access or information in an alternative format, please inform us soon so that we can make the appropriate adjustments. No recruitment agencies, please.