Customer Service Adviser/Administration Assistant

ROLE

 Working in collaboration with Yorkshire Building Society, Financial Advisers and other colleagues, you will provide first class customer service and present yourself in a professional manner at all times. The role will involve promoting the company’s services in a professional and FCA compliant manner.

REPORTS TO/ ACCOUNTABILITY

 Financial Services Manager

KEY SUCCESS FACTORS
  • A desire to provide first class customer service
  • Professional presentation
  • An ability to make clients and visitors feel valued
  • Communication and relationship building skills
  • Ability to work independently and in a team
  • Ability to apply self to learning

RESPONSIBILITIES
  • Service Yorkshire Building Society Customers ensuring accurate cashiering duties
  • Identify customer needs and open accounts where necessary
  • Ensure product knowledge is up to date and this is tested on a regular basis
  • Ensure successful Mystery Shopper and Audit visits
  • Ensure that everything is within our regulatory, compliance and data protection standards
  • Maintain paperwork and databases
  • Answer phone enquiries in an efficient and friendly manner and ensure people are connected to the appropriate person in the firm
  • Take messages and forward them to the appropriate person in a timely manner
  • Able to assist with general enquiries – knows the firm’s people and services
  • As a member of the team – implement solutions for clients

KEY PERFORMANCE INDICATORS
  • Efficiency of office procedures
  • Quality of customer relationships
  • Accuracy of work – databases, messages, letters, deliveries on time etc.
  • Positive client feedback
  • Knowledge of firms products / services and people
  • Manages time effectively

QUALIFICATIONS/SKILLS AND EXPERIENCE AND PERSONAL ATTRIBUTES
  • Cash handling skills
  • IT skills – Microsoft office/Excel
  • Excellent phone manner
  • Strong communication, interpersonal and relationship building skills
  • Team player with a “can do “ approach
  • Ability to co-ordinate multiple tasks
  • Good time management skills