Customer Service Representative

Customer Service Representative / Member Representative – Do you have excellent communication skills and experience in customer service? If so, we are looking for a Customer Service Representative / Member Representative to join our team on a full-time permanent basis in our branch based in Ware, Hertfordshire.

Why Saffron Building Society?

At Saffron Building Society, we believe that financial happiness is not just a destination; it’s a journey we embark on together with our members and communities. As a mutual organisation, we exist solely for our members’ benefit, prioritising their needs above all else. Our commitment to fostering financial well-being drives us to create meaningful connections, deliver exceptional experiences, and leave a legacy in our communities. If you’re passionate about helping others and want to be part of a team that makes a difference, we invite you to join us.

Fantastic Company Benefits Include:

• Competitive Salary: On offer is a competitive salary of £23,500 per annum
• Holiday: 33 days holiday
• Pension: 5 % employee contribution 8.5% employer contribution
• Employee Extras such as: Income protection, life assurance, comprehensive wellbeing support, buy and sell holiday, salary sacrifice schemes

About the role:

Upon completion of your 3 weeks Academy training at Saffron House (Head Office) you will work in the branch as a Customer Service Representative / Member Representative. As the first point of contact for our members, you will deliver a high level of customer service, identify needs and handle end-to-end member transactions and administration in line with our quality assurance and operational standards. In this role, you will work 35 hours per week Monday – Friday 9am – 5pm with 2 x Saturdays per month (classed as overtime) which will be on a rota basis to be worked 9am – 12pm. This will be paid as overtime x 1.5 rate of pay.

Main Duties and responsibilities:

• Keep up to date with Saffron’s product offerings and third-party services to enhance customer interactions and deliver high-quality customer service and demonstrate confidence in discussing savings, mortgages, and general inquiries. 
• Achieve first contact resolution to add value to both the customer and the Society. 
• Ensure compliance with regulatory, audit, and operational standards, meeting defined processes and customer service KPIs. 
• Manage customer transactions efficiently and accurately, keeping members informed of any delays or issues, handle complaints in accordance with our policy, taking ownership and providing appropriate resolutions. 
• Identify and safeguard vulnerable customers, ensuring their needs are met with empathy and care.
• Contribute to team goals, including booking Financial Wellbeing Reviews and collaborating with partners.

About you:

You will have experience in a similar Customer Services/ Member Representative role with a solid understanding of financial products and services.  Possessing excellent verbal and written communication skills and demonstrate self-motivation with a proactive approach to tasks. A strong team spirit and the ability to work collaboratively while thriving independently are essential. You must exhibit strong organisational skills to manage multiple priorities effectively and have technical proficiency with Microsoft software applications. A good understanding of complaint handling and identifying vulnerable customers is desirable for this role.

If you are passionate about delivering excellent customer service and eager to take the next step in your career, this could be your perfect match!  Please apply by forwarding an up-to-date CV which outlines your relevant experience for this role to be considered.

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No recruitment agencies, please

Additional keywords: customer service, financial services, banking, client relations, administration, member representative

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