Senior Customer Service Advisor

Our Customer Service Support department is a busy processing area where we support our members savings applications and provide them with the best Customer Service. We’re looking for Senior Advisors to join our Probate and Legal and Payments teams to help support our customers.
Our Senior Advisors are responsible for responding to customer correspondence and enquiries in a timely manner using the most appropriate channel, including phone calls to effectively complete the task. Demonstrating due care and diligence with regard to the sensitivity of the situation, will also be paramount.
Being a referral point & subject matter expert providing information and guidance to colleagues across the business regarding probate, power of attorney to payments and card services are key parts of this opportunity.
Flexibility is a must as supporting other areas of the business, including our busy Contact Centre will be expected when required.
Benefits include:

• 25 days holiday plus Bank Holidays
• Ability to buy and sell holiday allowance
• Annual pay review
• Personal pension
• Annual Success Share scheme
• Maternity, paternity and shared parental leave
• Extensive wellbeing support
• ‘My Lifestyle’ retail discounts 
• Service recognition 

You'll have experience of delivering an exceptional levels of Customer Service and evidence of dealing with more complex, challenging (e.g complaints) and sensitive situations, will be required. Being well planned and organised with a good eye for detail will be important due to the documents you'll deal with.
You'll like working with others and welcome feedback, so you can learn and grow. You’ll have a ‘can-do’ attitude and will be happy to help the greater Customer Service area, including the contact centre on a regular basis.
Having experience of dealing with probate, POA or payment customers would be advantageous but not essential.
Due to the nature of this role you'll be required to be on-site on a regular basis but there will be the ability to work from home occasionally.
As a mutual, we’ve always worked together to improve the lives of others. Now one of the largest Building Societies in the UK, over 3,000 of us share that goal, in our branches and Head Office. Our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and total support for our wellbeing.
We’re serious about equality, of race, age, faith, disability and sexual orientation, but also of personality and the way we think. By being yourself, you’ll make us stronger.
You can build so much more than a career. Come and make a difference in our Society, that’s been voted a ‘Great Place to Work’ by our teams.
Flexibility and why it matters
We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.