Senior Customer Services Assistant

• Assist the Branch Manager to support the Sale branch team in ensuring that sufficient quality referrals for both regulated, non-regulated products and lending opportunities are made through the approved customer contact processes
• Work alongside the Branch Manager in the coaching of CSA colleagues both ad-hoc and via the approved quality assurance process
• Support the Branch Manager by carrying out pre-qualifying mortgage calls to lending customers
• Ensure that all customers who could be suitable to receive financial advice, or requesting information on regulated products and mortgages, are referred to the relevant experienced or authorised staff, making appointments where necessary

• Previous customer service experience in retail or financial services
• Strong communication skills, delivering accurate and efficient service across counter and telephone channels
• Ability to deal with escalated customer queries
• Ability to support colleagues in collaborative environment
• People leadership experience - previous team leader or supervisory role
• Good standard of numeracy and ability to use MS Office package (Outlook, Word, Excel, PowerPoint etc.)
• Educated to GCSE standard or equivalent

Good understanding of home insurance is desirable

• An annual colleague bonus of up to 12%
• Matched pension contributions of up to 10%
• 26 days holiday, plus bank holidays and holiday purchase scheme of up to 5 days each year
• Colleague Mortgage and Saver products
• Electric vehicle scheme/ Cycle to Work scheme
• 2 days' volunteering per year