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Job description

Customer Representative Vacancy

We have a part time vacancy working Wednesday to Friday, 8.45am until 4.30pm (21 hours) within our Nelson branch.

Why the Marsden?

Our customers tell us that we are friendly, trusted and reliable. We pride ourselves on highly personal service, contactable staff and the ability to make a difference to all our members. Being part of a valued team you will share this special customer journey with them.

As a customer representative delivering the Marsden personal service, helping people feel at home in our branches and getting to know them is essential. You won’t just be dealing with transactions and answering queries to their satisfaction, but finding out how else we can help and if there is anything else we can do.

You will also be promoting a range of savings, home insurance and mortgage products.

What are we looking for?

An ability to provide excellent customer service is essential alongside a passion to do more and enjoy both the challenges and rewards that come from these interactions.
We will offer full training so experience in finance or banking is not required. We are looking for our next team members to have a good standard of general education (GCSE Grade C) experience of customer service, good communication skills, dealing with queries and problem solving.

You could come from a range of backgrounds like retail, sales, call centre or cashier as we have a fantastic training program to support you with the coaching and learning to develop your career at the Marsden.

What information does the organisation collect?

As part of any recruitment process, the organisation collects and processes personal data relating to job applicants. The organisation is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.

Personal data held by the Building Society relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

What are you waiting for?

The Marsden have been recognised as a ‘2-Star’ company to work for from the Best Companies to Work For Lists and Best Companies Accreditation, meaning we have ‘outstanding’ levels of engagement. To read more about what this means and the great work we are doing with our colleagues, please visit https://www.b.co.uk/companies/marsden-building-society.

If you enjoy giving great customer service then when not come and join our team.

We can offer great benefits:

• Starting salary of £12,012 p.a. (FTE £20,004 p.a. / £10.99 per hour) rising to £13,212 p.a. (FTE £22,005 p.a. / £12.09 per hour) with training
• Additional remuneration linked to organisational performance
• Holiday entitlement starting at 14 days per year (FTE 23 days) and continued increments on length of service, plus bank holidays
• Generous contributory pension scheme (10% employer)
• Simply health level 2 cash plan
• Life assurance scheme (6x annual salary)
• Employee assistance programme
• Mental Health First Aiders
• Lifeworks perks and wellbeing app
• Internal mentoring scheme
• On site parking

What you need to do now

To apply for this great opportunity please submit your CV with a covering letter stating why you are suitable for the role.

As Indeed does not allow applicants to upload a covering letter please enter this in the message/cover letter field of jobs with the Apply Now button.

Please note that CV’s without a covering letter will not be considered. This post will close on 28 July 2023 or sooner if sufficient applications are received.

Part 1 - Job Description

Job Title: Customer Representative
Reports to: Branch Manager
Liaises with: Customers, Branch Manager, Customer Representatives, Departments throughout Principal Office and Third Party Specialists

Our five core values define what we’re all about and what makes us tick:

• Make a lasting impression – leave people better than before you found them
• Proud of our past and excited about our future – make sustainable decisions that last for generations
• Passionate about people – be warm, straight talking and genuine
• Work together – be a team player, celebrate success, be supportive and give your all
• Deliver on promises – if we say we’ll do it, we will

Individual Conduct Rules

You must act with integrity
You must act with due skill, care and diligence
You must be open and cooperative with the FCA, the PRA and other regulators
You must pay due regard to the interests of customers and treat them fairly
You must observe proper standards of market conduct
You must act to deliver good customer outcomes for retail customers

1. Main Purpose of the Job:

To proactively identify and support our customer’s needs by providing an exceptional customer experience in an open and welcoming environment.

2. Duties & Key Responsibilities

Deliver exceptional customer service (60%):
Provide exceptional customer service using Skilful Conversations whilst following our 7 Principals to support the society’s ambition and ethos to be recognised on the high street for our high standard of customer service.
Contribute towards your branches overall performance objectives by delivering a service that highlights the benefits of our range of products and supports the ever changing needs of our customers.
Support colleagues by observing customer interactions, providing constructive feedback to continuously develop each other.
Maintain a high level of product and industry knowledge to support your customer’s experience.
Where a customer is looking to close their account or move savings away from the society, you seek to understand why and retain them if appropriate.
Deal with complaints and customer feedback within the current guidelines.
Share customer feedback with your line manager.

Ensure all operational and regulatory risk is adhered to (20%):
Responsible for the security of your work station and till limits whilst working accurately to ensure operational loss is kept to a minimum.
Complete customer documents accurately and effectively to support the societies attitude to lower operational risk.
Following correct procedure when opening customer accounts ensuring all data is current, correct and recorded accurately.
All relevant internal procedures are followed and understanding of operational risks relevant to your role is shown.
Complete all mandatory training within agreed timescales.
Accurately complete cheque and cash banking with the requirement of delivering the items to the bank safely and securely.
Responsible for the safe keeping of branch keys, alarm and safe codes with additional responsibility of opening the branch when required.

Understand the branch business plan and work towards your own individual expectations and outcomes (10%):
Work to individual objectives to ensure you support the delivery and attainment of overall branch business plan.
Prepare for your Focus meetings.
Actively own and drive your own development plan to achieve your maximum potential.
Effective use of your own resource e.g. proactively supporting each other’s duties & responsibilities.
Embrace change with a positive and open mind approach.

Contribute to the success of the team (10%):
Help build strong working relationships within the team and act as an ambassador for the society within the local community.
Support colleagues through observing their customer journey and feeding back any learns to encourage an improving customer experience.
Contribute to open and honest branch culture to support your branch colleagues.

Additional responsibility to specialise and remain competent in AIP delivery and/or 3rd party products (additional 20% divided across role):
Specialise in the societies third party products to encourage appropriate customer outcomes and support the society’s business plan.
Deal with broker enquiries and provide Agreement in Principles within the society’s set time frames to support our lending ambition.
Support to line manager on ad hoc basis to support the business needs.

3. Dimensions & Limits of Authority
Authorise customer cash requests up to £500
Cash handling within till limits.
Covering basic Branch Manager Duties when your Manager is away from the office to ensure the branch continues to run in line with the high standards originally set.

4. Standard Clauses

Confidentiality
Working within the Society the post holder may gain knowledge of confidential matters; such information must be regarded as strictly confidential and not disclosed further. Failure to observe this confidentiality clause could result in disciplinary action.

Codes of Conduct and Accountability
The post holder is expected to comply with FCA and PRA requirements, with specific reference to Senior Management and Certification regime (SMCR) and conduct rules for all staff.

Health Safety and Security
All employees have a duty for their own and others safety and to report any accidents, complaints or untoward incidents as per Marsden procedure.

Valuing Diversity and Promoting Equality
As an equal opportunities employer all staff are required to comply with relevant policies and procedures.

Training
Staff have a duty to complete all required CPD and training.

Vulnerable Customers
To contribute to the safety of our customers who require additional support by identifying where a need exists and taking the appropriate steps to ensure any barriers are removed when dealing with their enquiry and appropriate monitoring of both the account and the customers circumstances takes place periodically to ensure fair customer outcomes. Branch/Department Champions provide advice and support to colleagues to assist them in meeting their responsibilities in contributing to the safeguarding of our customer.

The range of duties and responsibilities outlined are indicative only and intended as a board guideline of the range and type. They are subject to modification in the light of changing demands and development requirements of the post holder.

Part 2 - Person Specification

Education / Qualification
‘O’ level standard or GCSE English & Maths grades A to C or Scottish standard grades or equivalent experience
ICT level 2 (desirable)

Skills & Abilities
Ability to plan and organise own work.
Ability to communicate effectively at all levels (written & verbally).
Evidence of effective listening skills to identify appropriate customer needs.
Ability to interact with customers and identify customer needs and appropriate outcomes to support our customer journey.
Accurate till management.

Knowledge, Experience & Proven ability
Extensive knowledge of the society’s products and services along with a basic knowledge of the financial service industry.
Experience dealing with people to support our exceptional customer journey.
An up to date knowledge and implementation of all Marsden internal procedures and policies.
Previous experience working in a customer service environment.
An up to date knowledge and understanding of FCA regulation.

Job Type: Part-time
Part-time hours: 21 per week

Salary: £12,012.00-£13,212.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Company events
• Company pension
• Employee discount
• Employee mentoring programme
• Enhanced maternity leave
• Enhanced paternity leave
• Gym membership
• Health & wellbeing programme
• Life insurance
• On-site parking
• Sick pay

Schedule:

• Day shift

Supplemental pay types:

• Yearly bonus

Education:

• GCSE or equivalent (required)

Experience:

• customer service: 1 year (required)

Work Location: In person

Application deadline: 28/07/2023