In a full-time Branch based role; you will be working 36 flexible hours across Monday to Saturday to support operating hours in the branch.


£24,658 Per Annum

Closing Date:

Tue, 16 May 2023

Not just another building society. Not just another job.

We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders, we're owned by our members.

Our colleagues say Skipton's a great place to work and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.

Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.

Job Description:

Do you have experience in working in a customer focused environment? Are you brilliant with people and have an enquiring mind?

Then we are looking for you!

You have the opportunity to join something special. We are looking for someone to join our team and become one of the faces of Skipton Building Society in your area.  We are also interested in who you are as a person. Why? Because our membership is made up of many different kinds of people and we want our employees to be just as diverse. 

Our colleagues are important to us, so we want you to feel appreciated and challenged. Whatever your ambitions, we are committed to provide you with expert training, development conversations and opportunities to grow and progress your career.

Our purpose is to help more people have a home, help people save for life ahead and support long term financial wellbeing. Together, we’re building a better Society.

As a Customer Relationship Consultant, you will be engaging in conversations to find out our customers’ needs, providing information to customers 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 the telephone and our contact centre. We can support all our customers calls from our branches via our telephony system.  So, whether you are promoting a new product or resolving a problem, you’ll always place our customers’ needs at the heart of everything you do and provide a first-class service every time.

Branch Life

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.

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 and over the phone 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.

How we will reward you

  • Annual discretionary bonus scheme: on average our Customer Relationship Consultants received an on-target bonus of 8% dependent on personal and company performance. This means you could receive a possible £1972 per annum.

  • 25 days standard annual leave + bank holidays + 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 pension contributions – up to 10% per annum dependent on employee selection

  • Access to the Lifeworks, via telephone or online 24/7. Giving free access to wellbeing apps, including Employee Assistance Programme and online employee discount platform including retailers, entertainment, eating out and travel.

  • There are always initiatives to get involved with charities with two paid volunteering days for you to use each year.

What You Will Bring

It is safe to say no two days are the same in a branch, it can be busy, varied and challenging so we’re a close and supportive team. You will be flexible in your approach and comfortable in undertaking a broad range of activities. This means being proactive and not limiting your time and focus on one particular part of your role. You will thrive on the variety this gives you and take satisfaction for operating in a multi-skilled environment. You will be the eyes and ears of our business after all. 

To be successful in this role we are looking for people who:

  • Are really passionate about delivering exceptional customer service and challenge themselves to go the extra mile for colleagues and customers, to help us grow and achieve our business objectives.

  • Have previous experience of working in a customer service or sales environment whether that be face to face, telephony or Financial Services environment is beneficial.

  • Enjoy meeting new people and engaging in purposeful conversation

  • Work well with others, with a ‘one-team’ mindset across multiple channels.

  • Are effective communicators with the ability to influence different audiences using suitable channels for achieving clear outcomes. 

  • React fast when the day gets busy and handle a wide variety of different customers – with excellent time management

  • Are open to a broad range of activities even if outside of standard expectations

  • Are able to grow, adapt and change accommodating business needs and priorities 

Diversity and inclusion are a priority for us as we continue to support our members and represent the communities we serve. We encourage applications from individuals of all backgrounds, ethnicity, gender identity, sexual orientation, disability, neurodiversity, age, family or parental status, beliefs, nationalities and religions – supporting an inclusive environment for all our colleagues to bring their true selves to Skipton.

Salary: £24658 plus benefits

Job Refence: VPAFB903E3

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