Job Description

Location:

Leek St Edward Street

Employment type:

Full-time, permanent position.

Salary:

Up to 33,120 based on experience

Working hours:

35 hours per week

Reports to:

Branch Network Business Development Manager

The Organisation

Leek Building Society is an award winning, highly admired, local building society that is owned and trusted by its members.




Were a great place to work, with an exceptional culture, but dont just take our word for it. We ranked in the

top 10 of UK employers, and the top 100 of global employers in the Inspiring Workplaces Awards 2024

, and were on a mission to become even stronger.



Were also a socially responsible, inclusive employer, deeply committed to ensuring that everyone is supported to perform at their best.



Youll be joining the business at a fantastic time of growth, with a transformational investment in our systems, people and processes to put our customers at the heart of everything we do.

Job Purpose & Scope

To build relationships with existing and new customers, promoting the Societys products and services. Working as part of a team to deliver exceptional customer service to meet the needs of our existing and new members.

Duties and Key Responsibilities

People Management And Leadership:

Effectively performance manage the team through clear documented objectives, timely feedback, recognition of great performance, and quickly addressing concerns. Observe direct reports interactions with customers, providing coaching and identify training needs, to continuously improve the customer experience, and promote the Societys products and services. Deliver coaching and staff development to the standards in T & C schemes. Manage branch resource levels Delegate effectively, to prioritise key deliverables, and matching team skills to tasks. Role model a proactive approach to continuous improvement and promotion of the Society e.g. proactive outbound contacting, training, self development, projects etc. To drive an empowered culture with your team and role model empowerment in your day to day working To plan and organise your activities ensuring the Branch runs effectively and delivers its business requirements

Customer Service:

Plan and lead daily branch meetings to set the expectations and ambitions for the day. Ensure all branch staff are identifying customer needs effectively and positively promoting Leek BS products and services, including mortgages, investment, pensions, protection and home insurance. Manage any complaints or negative feedback in a timely manner, in accordance with the Complaints Process. Encourage customers to provide feedback. Conduct customer interviews and serve customers, demonstrating to your team what good looks like. Ensure that all aspects of the branch operates efficiently, and transactions and administrative duties are carried out accurately, in line with Society procedures. Identify and support the continuous improvement of customer experiences through the challenge and development of customer processes.

Risk Management:

Embed the expected risk culture, ensuring that staff understand relevant risks and how these risks are mitigated. Undertake Management Control checks in a timely manner, escalating any concerns. Proactively report, record and analyse risk incidents. Ensure effective management of all aspects of cash and till control. Ensure policies regarding staff/customer safety and security are adhered to. Ensure the branch meets all its regulatory requirements, including adherence to the FCAs Code of Conduct and the consumer duty principles To deliver the Branch Training and Competence scheme Achieve satisfactory Compliance/Audit/Risk reports. Be aware of the Societys Anti-Money Laundering systems and controls and follow the Societys procedures

Society Ambassador And Community:

Drive and lead the branch, displaying role model behaviours and promoting a 1 team culture. Be an ambassador, and enhance the profile of the Leek BS brand within the local area by proactive engagement with local schools, business groups, charities, and non-profit organisations. Develop and maintain relationships with key local community groups or charities. Ensure that volunteer days are utilised, and activities are promoted internally and externally. To annually review and rotate chosen local charities to ensure we support a wider part of the local community To monitor the impact you make on local communities incentives Ensure that the branch premises and staff always present a professional image.

Results Orientation:

To embrace and deliver a commercially focused culture with your branch and team To deliver against your branch balanced scorecard To drive a franchise growth mentality delivering a continuous improvement year on year Undertake a Branch Manager Champion role to support a specific objective/project. Make a positive contribution to Branch Manager meetings and workshops. Support other branches when required. Collaborate with Head Office colleagues to improve overall customer experience and operational effectiveness.

Person Specification

Qualifications & Knowledge

A good level of numeracy and literacy Knowledge of financial services

Experience

Experience of leading teams that develop customer relationships in a face-to-face environment Experience of a customer service environment is essential Experience of working effectively as part of a team is essential Previous line management experience/team leadership Experience of working in a financial services role is preferred

Skills & Abilities

Passionate about delivering exceptional customer service through leading and developing customer facing teams Leading by example Determined, resilient and positive outlook Ability to work unsupervised and demonstrate initiative Strong influencing/ team leadership skills Ability to see bigger picture and articulate how the branch contributes to the Societys Corporate Plan Ability to identify and address underperformance in a timely manner Confidence to challenge where appropriate and contribute to the overall success of not only the branch but also the wider Branch Network Demonstrate the ability to coach and develop team members

Other Requirements

Travel to other business locations when required - this role will provide cover support for our flagship branch, Leek Derby Street Flexibility to work outside standard hours from time to time, for example to support Leek BS community activities. A Basic DBS check will be undertaken upon an offer of employment.

What benefits are on offer:

Competitive salary rates 35 hour working week (full-time) Contributory Stakeholder Pension Scheme Free Bupa health screening Minimum of 23 days paid holiday per annum plus bank and public holidays Parental Schemes Sick Pay guaranteed for 6 months for major illnesses Holiday purchase/sale scheme Life assurance of 4 times your annual salary Employee assistance programme Continuous development opportunities Were open to discussing working flexibly

If the above sounds like something youd thrive at, wed love to hear from you