Customer Service advisor

Yorkshire Building Society Group; Kilmarnock; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading mutual financial organization is seeking a Customer Service Advisor to enhance member experiences through meaningful interactions at their Bury St Edmunds and Newmarket Branches. Ideal candidates will demonstrate empathy, curiosity, and a commitment to personal development. The organization promotes an inclusive and flexible work environment, offering benefits including generous holidays, a pension contribution up to 11%, and opportunities for personal growth. If you're passionate about customer service, apply now.

Benefits

25 days holiday plus Bank Holidays

Bonus of 7% of eligible pay

Pension contributions up to 11%

Private medical insurance

Self-service benefits portal

Qualifications

• Willingness to learn and adapt in a dynamic environment.
• Ability to build strong relationships with team members and customers.
• Commitment to personal development and inclusivity.

Responsibilities

• Build meaningful relationships with members to help them with financial goals.
• Support members across multiple communication channels.
• Focus on serving members without sales pressure.

Skills

Empathy

Motivation

Digital literacy

Interpersonal skills

Curiosity

Job description

Please Note: This role will require you to work at both Bury St Edmunds & Newmarket Branch

If you enjoy connecting with people and making a difference, a career in Customer Service within our Branch Network could be a fantastic opportunity for you. As one of the largest and most impactful teams at YBS, our Branch Network a vital role in shaping the success of our organisation. We’re always looking for ways to enhance the customer experience, improve efficiency, and explore new ideas. And as we embark on an exciting digital transformation, the future is full of possibilities for us and for you.

About the Role

As a Customer Service Advisor, you’ll:

• Build meaningful relationships with our members and help them find the right products and services to support their goals whether that’s saving for a special trip, buying a first home, or planning for the future.
• Communicate confidently across multiple channels, including in-branch, over the phone, and online, to support members with their accounts.
• Focus on doing what’s right for our members without the pressure of sales targets.

Each YBS branch has its own unique character and strengths, making every location a special place to work. Here’s what the hiring manager says about our Bury St Edmunds Branch.

‘This is a multi-site position working across the two sites of Bury St Edmunds and Newmarket. Bury St Edmunds is known for its history, beautiful outside spaces, with a great mix of independent & High Street shops, and for being Suffolk's Foodie Town with its fantastic eateries, and Newmarket known as one of the world's leading horseracing venues and equine centres.

There is no onsite parking however there are several car parks within walking distance of both sites.’

About You

You don’t need a background in financial services or years of customer service experience. What matters most is your mindset and values. We’re looking for someone who:

• Is motivated to go the extra mile for colleagues and members, contributing to shared goals.
• Thrives in dynamic environments and embraces change with curiosity and positivity.
• Values diversity and understands the importance of different perspectives, experiences, and skills.
• Shows empathy and emotional intelligence, creating a welcoming and supportive atmosphere for everyone.
• Builds strong, respectful relationships with members and teammates.
• Has a growth mindset and is eager to learn through our training and development opportunities.
• Is confident using digital tools and open to learning new technologies.
• Is committed to personal development and staying future-ready.

About Us

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

Flexibility.

We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.

Development.

We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity.

We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

About our Benefits

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

• Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
• Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
• Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
• My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.

Ready to apply?

Great with people? Then we think it would be great to meet you. Apply now.