The role is part time working 21 hours per week.
Job Summary
The purpose of the role is to provide a friendly, accurate and efficient counter service to customers, handling cash and non‑cash transactions while delivering a positive in‑branch experience.
The role supports the smooth daily operation of the branch by ensuring transactions are processed correctly, customers’ needs are understood and met whilst ensuring regulatory, security and operational standards are consistently followed.
Duties
While each branch operates to meet local needs, Customer Service Advisors work collectively as part of the wider branch network to ensure consistent service standards, effective operations and positive customer outcomes.
Transactional and Operational Responsibilities
- Process cash and non‑cash transactions accurately, including deposits, withdrawals, transfers and cheque processing.
- Maintain full responsibility for allocated cash drawers/tills, ensuring cash is counted, balanced and discrepancies investigated and reported in line with procedures.
- Complete end‑of‑day balancing and reconciliation tasks accurately and within required timescales.
- Carry out accurate amendments to customer and account records, ensuring records are complete, current and compliant.
- Perform general administration tasks to support the efficient day‑to‑day running of the branch.
Customer Service and Engagement
- Deliver a professional, friendly and accurate counter service, ensuring customers’ day‑to‑day banking needs are met efficiently and correctly.
- Understand customer needs and provide clear, factual information on the Society’s products and services, referring customers to other colleagues where appropriate.
- Complete customer relationship reviews to identify current and future needs, ensuring outcomes are in the customer’s best interests.
- Open savings and investment accounts using a structured, non‑advised process, ensuring customers are able to make informed decisions.
- Respond promptly and professionally to incoming calls and online chat enquiries, supporting colleagues with overflow activity where required.
- Capture, record and resolve customer feedback and complaints (positive or negative) accurately and to completion, in line with policy.
Compliance, Risk and Security
- Comply at all times with the Society’s audit, compliance, security, health & safety and operational standards.
- Ensure customer and colleague data is handled securely, accurately and in line with GDPR requirements.
- Act as a first line of defence against financial crime, including fraud and money laundering.
- Identify and report actual or suspected financial crime promptly, in accordance with internal reporting procedures, including Suspicious Activity Reports and the Whistleblowing Policy.
- Follow all customer due diligence (CDD), identification and verification requirements accurately and consistently.
Teamwork and Communication
- Work collaboratively with colleagues across the branch and wider Society to ensure effective service delivery.
- Support the training and development of new and existing colleagues as required.
- Communicate clearly with other areas of the business to resolve issues and support efficient branch operations.
Qualifications
Essential
- Minimum of GCSE Maths and English Grade C or above.
- Experience in Financial services, Customer Services, Retail or Sales environment
- Good numerical, written and verbal communication
- Confidence in using Microsoft Word, Excel and Outlook
Desirable
Skills and Experience
- CeMap (or be prepared to study for this)
- Experience of working in a customer service environment
- Flexible Approach
- Team Player
- Positive and professional attitude
- Self-Motivated
- Initiative
- Be able to rise to the challenges presented in a demanding environment
- Ability to act in good faith toward retail customers
- Ability to enable & support retail customers to pursue their financial objectives
Data Protection
Any information you provide in your application will only be used by the Hanley Economic Building Society to determine your suitability for the advertised position and will not be processed further unless your application is successful. All candidate information gathered through our recruitment process will be protected and we will fulfil the requirements of the relevant legislation.
Applicants will be asked to submit a CV, these will be retained for 1 year following the completion of the recruitment process or for 6 years for mortgage advisors, independent financial advisors, and senior managers. This applies to all applications, regardless of whether an appointment is made to the post.
For unsuccessful applicants, relevant recruitment paperwork will be retained for a period of 1 year following the completion of the recruitment process or for 6 years for mortgage advisors, independent financial advisors, and senior managers. After these periods, documents will be securely disposed of. This applies to all applications, regardless of whether an appointment is made to the post.
Successful candidates will have their recruitment paperwork retained in line with our data retention schedule.
Successful applicants will require the right to work in the UK and a Disclosure from the Disclosure & Barring Service (DBS) will be carried out by the company.
Pay: £23,132.20-£25,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Employee discount
- Enhanced maternity leave
- Financial planning services
- Gym membership
- Health & wellbeing programme
- Paid volunteer time
- Private medical insurance
- Sabbatical
- Sick pay
Application question(s):
- Do you have 12 months or more experience in a financial services, retail banking, a building society, or in a regulated customer‑facing environment or have a relevant finance qualification?
Work Location: In person
