Job Description

Melton Building Society recently celebrated 150 years of helping people to buy their homes and make the most of their savings. Our purpose is to sustainably create homes and build thriving communities and this is made possible through our amazing people, who place customers and the community at the heart of everything they do.

We have an exciting opportunity for four Member Advocates to join our Customer team. This role will serve as the first point of contact for our mortgage and savings customers across multiple channels, including inbound and outbound telephony and live chat. The team of Member Advocates will be based in our Melton Mowbray head office, working on a hybrid basis.

This is an excellent opportunity for individuals comfortable communicating with customers effectively over multiple channels.

About the position

As a reliable point of contact, the Member Advocate will be responsible for building relationships with our customers, delivering a personal and valuable service.

Key responsibilities include:

Serving as the first point of contact for mortgage and savings customers, building trust and rapport quickly through an authentic and empathic communication style across multiple channels Resolving enquiries efficiently, identifying customer vulnerabilities, understanding customer needs and escalating complex queries where necessary Taking ownership of customer issues, resolving customer complaints at the first point of contact with urgency and care and always delivering good customer outcomes Delivering exceptional customer experience, building strong and lasting relationships by understanding customer needs and goals and identifying opportunities through engaging conversations, exceeding expectations and creating memorable interactions Supporting the administrative function Acting as a link between the customer and internal teams, ensuring customer concerns are represented.

What are we looking for?

People who share our passion to make a difference, build relationships and scratch under the surface to find innovative solutions. We are keen to see applications from candidates who can demonstrate:

Experience

Minimum 6 months' experience working within a fast-paced customer service role Preferably experience in a Call Centre environment, providing customer services across multiple channels (webchat, email and calls) Working knowledge of Microsoft Office

Skills

Effective communication skills - verbal and written High level of emotional intelligence and empathy Able to adapt and remain calm under pressure when handling challenging customer situations. Excellent attention to detail Well organised and manages time effectively Self-motivated A team player who can build good working relationships with colleagues A passion and drive to achieve good customer outcome

What's in it for you?

We know that our most important asset are our people - people who make things happen. We work in an industry where relationships with our customers are key to our success, and we continuously strive to make Melton Building Society a great place to work.

We aim to create an inclusive and supportive culture where our differences are embraced and where you feel that you belong.

For the right candidate, our competitive reward package includes:

Generous employer pension contributions Free annual pension advice and pension welcome meeting 30 days holiday plus bank holidays Discretionary bonus scheme Health cash plan Reward platform with monthly treats and access to discounts

Our working hours

Our normal hours of work are 35 hours, Mondays to Fridays. Your working pattern will be agreed with your line manager but will normally be worked within the core business hours of 8:30 a.m. to 6.00 p.m.

You must have the right to work in the UK.

Please note that interviews with shortlisted candidates will start week commencing 19th January 2026.

Job Types: Full-time, Part-time, Permanent

Pay: 25,000.00 per year

Expected hours: 35 per week

Benefits:

Canteen Casual dress Company events Company pension Employee discount Free parking Life insurance On-site parking Work from home
Work Location: Hybrid remote in Melton Mowbray, LE130DB