Job Description

Providing a high level of customer service and demonstrating confidence in talking to customers about savings, mortgages and general enquiries across all of our communication channels.

Adding value to the customer and SBS by achieving first contact resolution Ensuring delivery of customer service standards and KPI's within agreed SLA's Complying with defined processes to ensure regulatory, audit and compliance standards are met Improving the customer journey by achieving excellent, swift, efficient and error free management of customer's transactions and administration, keeping the customer informed of any delays or issues Ensure transactions are accurate and that processes are efficient and carried out in accordance with Policy and Procedures Assisting towards team measures including but not limited to the booking of Financial Wellbeing Reviews and referrals to third party partners Identifying and managing complaints in accordance with the Society's Complaint Handling Policy and Procedures. Where a complaint arises, you will take ownership and management of that complaint, unless it relates to another business area or is a complaint against you personally; in which case, you will pass this on in a timely manner. Authorise redress where appropriate within own mandate as detailed in the Complaints Policy. Identifying any potential or actual customer vulnerability throughout interactions (directly or indirectly) with customers and applying appropriate safeguarding to avoid potential harm, in accordance with the Society's Vulnerable Customer Policy and Procedures Developing and maintaining knowledge about all Saffron products and third party services Enhancing the Society's image, presence and reputation, treating each customer in accordance with defined standards, maximising customer satisfaction by ensuring that customer needs are matched to Society services wherever possible.

Rewards & benefits:

Holiday Exchange Scheme (buy or sell holiday days) Performance Dependent Annual Bonus Company Pension Scheme with 5% Employee and 8.5% Employer contributions (subject to eligibility, T&Cs) Life Assurance & Income Protection
A flexible and supportive working culture including access to mental health first aiders

and lots more.... please get in touch to find out more....

About us:

We all know happiness comes from within. And it's no different with Money Happiness. It starts right here! At Saffron Building Society we're ready to build it, inspire it and celebrate it with our members, people and communities.

So, whatever that 'happy' is - from picking up the keys, to saving for that big day - we're here with open arms, curious minds, and the kettle on. Ready to cheer our members on when they're winning or build them back up when things haven't gone to plan. And why? Because that's what families do.

For us, this is much more than a job. We're here to make things better, roll up our sleeves and think what's next to rebuild. Our people are the beating heart of Saffron, and it takes each and every one of us to provide the service we're proud of.

So, bring you! Your energy, an abundance of team spirit and your hunger to help. Together we are building happy.
At Saffron, we are committed to building happy; for our communities, members, and each other. We do this through attracting and building a diverse group of talent and encouraging an inclusive environment which fosters a sense of belonging for all. We hire the best people and have a collaborative culture where everybody's uniqueness is celebrated and respected. We recognise the strength in having a diverse workforce, adding different perspectives, ideas and values. We are inspired to leave a legacy for our communities and each other.

Closing Date
03/10/2025


Location
Saffron House


Department
Member Support



Salary
24,375


Experience
Customer Service Experience / Phone Based Role / Remote-Hybrid Role


City
Saffron Walden


Country
England