Customer Service Officer

Role: Customer Service Officer

Location: Bath

Hours: Monday - Friday, 9am - 5pm, plus 1 in 4 Saturdays 9am - 1pm

Salary: Up to £25k

This is a great opportunity to work within the friendly customer service team of a building society, providing excellent support to their customers, head office and branch network.

Thay are proud of the strong supportive culture at the Society. It’s a highly collaborative environment with great team spirit and they’re all passionate about giving Members a personalised service.

There’s a lot of exciting business change initiatives taking place right now and you’ll be working with great people who know their stuff and are committed to making change happen, while remaining true to the Society’s core values.

The role is to provide customer service and administration support for members and savers who chose to transact with the society through their branches as well as provide support and occasionally stand in for Customer Service Department staff.

Other responsibilities include:

• Be first point of contact for all savers who choose to deal with us through the branch network.
• To deal with customers wishing to deposit or withdraw funds. Process new account applications, issue passbooks, make amendments to existing accounts. Process standing order requests, fund transfers including faster payments and CHAPS, accurately and within agreed timescales.
• Play an active role in all customer relationship management and customer retention initiatives, achieving annual customer service initiative targets as agreed.
• Take ownership for customer complaints and forward to the appropriate department, including recording where necessary.
• Follow agreed procedures created to protect members and the Society. Be alert for suspected money laundering issues and complete all required Compliance training each year.
• Provide support to other areas of the Society, where required.
• Assist with projects aimed at improving customer service and experience.

Skills and competencies for the role:

• Good communication skills - both oral and written
• Experience of providing an exceptional customer experience
• The ability to take 'ownership’ of customer queries and complaints
• Project Management skills
• Excellent attention to detail and team-working skills
• Ability to work under own initiative
• Good Microsoft Office skills

Benefits of the role include:

• Central Bath location
• Competitive salaries and a good work life balance, we don’t expect you to work silly hours
• 27 days holiday (plus bank holidays) with the option to buy an additional five days
• A day off on your birthday and day off to take part in our community volunteering programme
• Generous pension scheme
• Life Insurance (four times your salary)
• Healthcare benefits after a qualifying period
• Sharing in Success: Annual bonus scheme

*We reserve the right to close this vacancy early if we receive sufficient suitable applications for the role. So if you are interested, please submit your application as soon as possible.