Skipton, BD23 1AP
£17,500 per annum
Depending on skills & Experience
27th Apr 2018
Apply on or before this date
Fixed Term - Full Time
Annualised hours contract
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.
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
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
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.
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: