Customer Relations Consultant

Skipton, BD23 1AP

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£17,500 per annum

Depending on skills & Experience

27th Apr 2018

Apply on or before this date

Fixed Term - Full Time

Annualised hours contract



Job Introduction

At Skipton Building Society we believe at putting customers at the heart of all we do, and pride ourselves on providing excellent service to our members. Occasionally members may contact us if they are unsatisfied with their account or service, and in these cases it is crucial that ensure that the fair treatment of customers, which is central to the Society’s approach.

As a Customer Relations Consultant, you will be working closely with other departments to gather information, collating this and investigating and responding to customer complaints, working as part of a busy team at our Head Office in Skipton.

Main Responsibilities

Effective, timely response to customer complaints in line with the Society’s ethos of treating customers fairly

Ensure the integrity of the internal complaints system is maintained

Comply with relevant processes and procedures

Ensure compliance with all relevant legislation, regulations and codes of practice

Create, maintain and enhance working relationship with key contacts across the business

Maintain service standard

Continually review processes and delivery to ensure quality of service at all times

Actively manage your own development

Displays values and behaviours at all times

Give relevant, constructive feedback to improve the customer experience

Understand fully the implementation of the Disaster Recovery Plan to ensure business continuity in all eventualities

Ideal Candidate




A proven ability to effectively communicate both verbal and written to influence/direct others at an appropriate level.

Investigative and decision making skills

Ability to develop and maintain effective working relationships both within the team and the wider business in order to achieve objectives

Ability to organise and prioritise workloads

Drive to provide a high standard of customer service

Pro-actively take ownerships of own self development

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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