Customer Relationship Consultant

Hours

This role is for a permanent position working full time 36 hours per week to support branch operating hours.

Salary

£26,750 per annum

Closing Date

Mon, 25 May 2026

Role

Customer Relationship Consultant at the Ilkley branch, engaging with customers to assess needs, provide information on savings, products and services, and support customers through My Review appointments.

Responsibilities

• Engage, understand and identify customer needs by asking great questions, listening to customers’ specific circumstances, and tailoring suitable solutions.
• Act as the first point of contact for customers in branch with enthusiasm and a desire to help.
• Conduct My Review customer appointments face‑to‑face, virtually or by telephone.
• Proactively contact customers over the phone to identify and discuss their needs.
• Educate each customer on a range of products and services and the communication channels they can use to engage with us directly.
• Use internal systems to accurately maintain and update customer records, and support vulnerable customers appropriately.
• Adhere to appropriate policies, standards, controls and limits of authority, supported by training, coaching and communication.

Qualifications

• Previous experience interacting with customers, whether in banking, building societies, contact centres, retail, food & beverage, hospitality or health/care sectors.
• Experience in person or over the phone, with an appreciation for contact centre environments.
• Passion for delivering exceptional service and going above and beyond.
• Enjoyment of meeting new people and engaging in purposeful conversation.
• Ability to work well alongside others with a ‘one‑team’ mindset.
• Ability to react fast when the day gets busy and manage a wide variety of customers with excellent time management.
• Desire and ability to grow, adapt and change while accommodating business needs and priorities.
• Effective communication and influence across audiences using suitable channels to achieve clear outcomes.
• Openness to a broad range of activities even when outside standard expectations.

Benefits

The role offers a permanent 36‑hour per week position with a salary of £26,750 per annum, and the following benefits:

• Annual discretionary bonus scheme.
• 25 days standard annual leave + bank holidays, with an additional day per year of service up to a maximum of 30 days after 5 years.
• Holiday trading scheme that allows buying and selling of additional annual leave days.
• Generous employer‑matched pension contributions – up to 10% per annum.
• Health and wellbeing benefits, including an Employee Assistance Programme and an online employee discount platform covering retailers, entertainment, dining and travel.
• Three paid volunteering days per year for charitable initiatives.
• Colleague mortgage and savings accounts, plus a host of colleague discount schemes.
• Commitment to training and development.
• Private medical insurance for all colleagues.
• Salary Sacrifice Scheme for hybrid or electric cars.

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