Customer Contact Consultant

Skipton, The Bailey, BD23 1AP

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£16500 - £16500

Depending on skills & Experience

25th Aug 2017

Apply on or before this date

Full Time

35 on a flexible contract, cover Saturdays and shifts as part of contract



Job Introduction

Do you have an enthusiastic approach and a positive "Can Do" attitude?

Are you a determined, resilient and confident communicator?

If you can answer "yes" to the above and enjoy having great conversations with customers, then this fantastic opportunity could be the job for you. Above all, we want friendly people who are willing to work hard, learn and progress their career as the Society grows and expands. No formal qualifications are required however interest / experience in financial services and customer service experience would be useful. Full training will be provided.

Main Responsibilities

As a Customer Contact Consultant you will be part of a Head Office team responsible for contacting existing customers to identify customer need and provide appropriate solutions. You will be responsible for delivering exceptional customer service by building rapport and adapting your style to get the best out of every call. Your responsibilities will include:

  • To fully review our customers' circumstances in relation to products and services and book them in for financial review with either Branch, Skipton Direct or Skipton Financial Services.
  • Working as a team by offering support to colleagues to build and maintain engagement and morale, to deliver positive outcomes for our customers.
  • Building relationships with key stakeholders in the Branch Network and Skipton Financial Services.
  • Ensure compliance, accuracy and quality in completion of processes and systems to mitigate operational risk.
  • Ensure an effective diary system is in place for follow up calls to ensure the best possible customer outcomes and to manage expectations




Ideal Candidate


Qualifications – No qualifications are required to carry out the role but the opportunity to study for CF1 and CF6 exists for progression to other roles.


Sufficient knowledge of the Society’s products and services to meet the customer’s needs.

An understanding of the wider Financial Services market.

Ability to use effective questioning techniques and handle customer objections

Good customer service ethos



Desire to succeed


Knowledge of Financial Services is an advantage.


Customer service

Telephone skills

Outbound calling background (desirable)

About the Society

At Skipton Building Society we are not just another Financial Services Institution we are a mutual organisation, which means we are owned by our members and believe in placing them at the heart of everything we do.

The same goes for our people. We can only be successful as a business if we have great people and we believe in treating people as individuals. Our values are Trust, Ownership and One Team which reflect the attitudes and way of working everyone here displays on a daily basis, and which are key to the delivery of the outstanding level of personal service we offer our customers.

Package Description

In return for all your hard work and commitment, you will get the support and recognition you deserve. You can expect a structured training and development programme tailored to your needs. You will also be eligible for the following:

  • Group Personal Pension Plan
  • Life Cover
  • 25 days’ holiday, plus one day for each year you’re with us, up to a maximum of 30 days (pro rata when working on a reduced hours basis)
  • SBS offer a range of preferential employee savings & insurance products
  • Paid course fees to study for a professional qualification (where relevant to the role)
  • Childcare vouchers
  • Head Office onsite shop and internet cafe
  • An opportunity to join Simply Health Cash Plan – offering twenty annual benefits including dental care, optical care and physiotherapy
  • Option to donate to charity direct through Payroll Giving
  • Online employee benefits scheme offering discounts with hundreds of high street and online retailers
  • Eye Tests
  • Car Allowance – if applicable to role
  • More senior roles also offer access to group income protection and private medical care

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