Customer Service Assistant

Working for Progressive offers you the opportunity to be part of a leading home-grown organisation with a proud reputation for Customer Service excellence.

With our personal and caring approach, we have been helping generations of local people to save and become homeowners.Supported by astrong high street presence and ambitious growth plans, our vision is to be the savings and mortgage provider of choice in Northern Ireland.

As a nurturing employer, we believe in supporting staff brings their whole selves to work in an inclusive environment where diverse needs are recognised and respected.

What will you be doing?

Due to our continued growth, we have exciting opportunities for enthusiastic and friendly Customer Service Assistant in our busy Ballymena branch team. We are a modern, innovative and exciting Building Society and we’d love for you to join us.

Reporting to the Assistant Branch Manager, you will act as a first point of contact for our customers. You will be responsible for providing a professional, empathetic and personal service in a manner that builds customer engagement and exceeds our customer’s expectations.

If you are passionate about helping people and providing excellent Customer Service and enjoy working in a team, then this is a great opportunity to build your career in a supportive, and friendly environment.

About The Role

ROLE SPECIFIC

• Identify opportunities where Progressive products or partner services would be beneficial to our customers.
• Assist our customers in an engaging manner and demonstrate understanding of individual life events through a sensitive and caring approach (e.g., dealing with bereavement or vulnerability), following up with our customers.
• Show dedication towards achievement of sales goals.
• Maintain a continuous and strong knowledge of our products and procedures.
• Operate branch till systems and carry out a range of daily tasks including account opening, receipts and withdrawals, account amendments and providing information on our products and services.
• Carry out administration tasks and communication with our customers by telephone, letter and digital routes.
• Provide additional support to savings and mortgage processes as deemed necessary by your Manager.
• Encourage and demonstrate the use of Progressive Online to our customers.

ROLE GENERIC

• Contribute to the achievement of the Society’s Corporate Plan.
• Participate in the day-to-day activities of the team and work effectively as a team member, ensuring that the highest standards of member service and work output are achieved.
• Keep abreast of the latest innovations and developments, relative to your remit.
• Ensure compliance at all times with Society, regulatory and statutory requirements.
• Help implement new practices, positively responding to change and make suggestions to drive continuous improvement.
• Meet performance measures and KPIs set for you and your team.
• Communicate in a timely and effective manner with members of your team and other parts of the business.
• Participate in training & development opportunities.

GENERAL

• Demonstrate the Society’s values in behaviours and actions.
• Produce the highest standard of work possible in accordance with the Society’s Policies, T&C Scheme, Conduct Rules, Codes of Practice and operational procedures.
• Comply with Information & Cyber Security controls as relevant to your day to day duties.
• Work safely as a member of a team to carry out Health & Safety working practices.
• Carry out any other function necessary for the smooth running of the branch / department.

What's on offer?

• Competitive salary
• Annual KPI Bonus Scheme
• Generous holidays - 25 days plus up to 12 Bank Holidays
• Extra day off for your birthday
• Excellent pension with up to 20% employer pension contribution
• Life Assurance Scheme
• Group Income Protection
• Health cash plan for money back on dental, optical costs etc
• Holiday purchase scheme
• Opportunity to gain great exposure in supportive environment
• Excellent training and volunteering opportunities

Required Criteria

• 6 GCSE passes (or equivalent) at Grade C or above, including English and Maths
• Applicants should have at least 2 continuous years’ work experience in a customer-facing role
• IT literate and proficient in the use of Microsoft Office
• Friendly and professional with a passion for Customer Service
• Ability to work collaboratively within a team environment as well as the ability to work independently using your own initiative
• Excellent interpersonal, communication and numeracy skills.
• Team player with a positive attitude and an enthusiasm for developing new skills
• Organised and capable of managing workloads with accuracy and attention to detail
• Ability to navigate systems and information when supporting Member needs

Desired Criteria

• Previous experience in a similar role in the banking/financial industry
• Experience of cash handling

Skills Needed

Answering Customer Questions, Establishing Rapport With Clients, Ability to Use Positive Language, Data Entry and Basic Computer Skills, Ability to Identify and Anticipate needs

About The Company

Careers at Progressive

We know that looking for a career means so much more than just finding a job. At Progressive, we want to help you find your happy place to work.

We firmly believe in encouraging our employees to achieve the right balance between their work and personal lives, delivering access to and promoting family-friendly policies.

This not only increases employee satisfaction but also enables Progressive to meet the needs of our Members and supports the Society in being positioned as one of the most successful financial institutions in Northern Ireland.

Company Culture

To work for Progressive is to be part of something special. We strive to nurture and develop our employees in the evolving and fast paced financial services industry. Outlined below are a list of the reasons why we feel Progressive is a great place to work:

We aim to provide an inclusive and respectful working environment, where everyone recognises the importance and impact of teamwork.

We celebrate staff diversity and work hard to ensure that our staff members feel valued as individuals and respected for their contribution to our success.

We offer opportunities for our staff to work at the heart of our communities and make real differences to our Members’ lives.

We do not subscribe to a long-hours culture, instead valuing family life and supporting our staff to balance work and family commitments.

Company Benefits

We offer our staff competitive employment conditions and a range of benefits designed to achieve high levels of staff engagement and job satisfaction.

We understand that by taking steps to positively enhance the well-being of our staff, we can help them to achieve their goals and boost their motivation to deliver the best possible outcomes for our members.

Health insurance, Vacation, Paid time off, Performance bonuses, Paid sick days, Retirement plan and/or pension, Employee development programs, Tuition reimbursement, Open office, Competitive salary, Life insurance, Long service recognition, Employee Assistance Scheme, Wellbeing Scheme, Work With Charities, Social Opportunities, Annual Rise

Salary

Not disclosed