Customer Experience Adviser (St Ives & Bar Hill)

Are you passionate about giving excellent customer service?

We are looking for someone to join our branch network.

We are looking for an enthusiastic, motivated individual who will work hard to build excellent relationships with our customers. You will take pride in giving that personal touch which leads to great customer outcomes.

You'll also enjoy learning about our products and services so you can recommend these to our customers.

Salary and working hours

Basic salary £25,354.19 FTE working Monday to Friday (36.25 hours per week)

Plus, you're required to work a minimum of 26 Saturdays per year.

Your career development is important to us so another great incentive we have is a dedicated training plan to develop your knowledge and skills. As you progress through these training accreditation levels you have the potential to increase your basic salary up to £27,000.

Some of the things you'll be doing day-to-day (depending on location)

Welcoming customers into the branch

Handling cash and dealing with customers account's queries accurately

Listening to and understanding our customer's needs in order to provide the correct service

Through training and development, you'll have in-depth knowledge of our products and services and be able to talk our customers through the finer detail

Receiving and making calls to our customers, completing account transactions

Responding to emails, Live Chat, secure messaging and postal queries from customers.

Listening to and understanding our customer's needs in order to provide the correct service

Be accountable for following the compliance regulations that keep our business and customers safe

Working in a small team in one of our High Street Branches or Customer Contact Centre but be part of a wider team working across The Cambridge

You will be someone that

Has a minimum of 4 GCSE's including English and Maths at grade A*-C/4-9 or equivalent

Enjoys working in a dynamic team and can be flexible

Learns quickly through on-the-job training

Is confident and has an optimistic outlook

Has a passion for providing excellent customer service

Has a can-do attitude and a keen eye for detail

The Cambridge will reward you with

Sharing in Success bonus (discretionary)

Annual holiday - 23 days plus Bank holidays. Plus a day for your birthday, a Christmas shopping day and your work anniversary. You will also have the option on an annual basis to purchase an additional 5 days holiday

Vitality private health care, which includes discounts for cinema tickets, Café Nero, and other lifestyle products

Medicash cashback for an array of services including Dental, Prescriptions, Therapies and more

Beneficial staff mortgage rate

Group pension scheme - where you pay in 4%, following probation, we pay in 12%

Support for learning and personal development within your role

Opportunities to progress your career in general

Click here to view the job description to find out more and apply today.

Click here to view The Society Benefits.

Come and join a thriving independent mutual, where your contribution will help our customers.

Job description (attached PDF)

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T HE C AMBRIDGE B UILDING S OCIETY
Customer Experience Adviser
K EY I NFORMATION
Role: Customer Experience Adviser
Reports to: Branch / CCC Manager
Grade: 5
P URPOSE
Deliver an excellent customer experience by
understanding customers' needs, helping
them manage their accounts and resolving
enquiries accurately and efficiently. Trusted
relationships, explain products and services
clearly, and take ownership of helping
customers achieve their intended outcomes
while following the societies policies,
procedures and service standards.
C RITICAL S UCCESS F ACTORS
Consistently deliver excellent customer service and
good customer outcomes across every interaction.
Understand customers' savings and mortgage
needs through relevant questions, providing clear
information and appropriate referrals that support
their objectives.
Resolve enquiries accurately and promptly, taking
ownership and keeping customers informed until
agreed actions are completed.
Maintain accurate records and complete
transactions correctly, following required
procedures and escalating risks or errors promptly.
Recognise customers who need additional support
and adapt the service to their individual
circumstances.
Meet agreed service, quality and productivity
standards while maintaining fair treatment and
good customer outcomes.
Demonstrate the required competence through
training, assessments and the consistent
application of coaching and feedback.
Work collaboratively and flexibly across Branches
and Customer Contact Centre to maintain service
and support team objectives.
B EHAVIOURS
Members First - puts members at the heart of
branch decisions and creates meaningful customer
relationships.
Exceed Expectations - leads the team to
consistently deliver exceptional service and
customer outcomes.
Make It Happen - takes ownership and turns
opportunities into action.
Better Together - creates an inclusive team
environment and develops team member to
succeed.
Embrace Improvement - challenges existing ways
of working and looks for opportunities to improve
and grow.
Main Duties Within Role
• Provide a welcoming, professional and helpful service, treating
customers fairly and adapting your approach to their circumstances and
preferred way of communicating.
• Listen carefully, ask relevant questions and establish what the customer
needs before explaining suitable options within the scope of your role.
• Give clear and accurate information about products, services, processes
and next steps. Check understanding so customers can make informed
decisions.
• Recognise when a customer may need additional support, record
relevant needs appropriately and make reasonable service adjustment or
seek support.
• Take ownership of enquiries through to resolution wherever possible.
Make effective referrals and handovers, keeping customers informed and
avoiding unnecessary repeat contact.
• Understand customer savings and mortgage needs by asking relevant
questions, identifying suitable product or services within your authority,
and making appropriate referrals to help them achieve their financial
objectives.
• Identify opportunities to deepen customer relationships and support the
societies growth through relevant conversations and referrals, without
pressure or recommendations outside your authority.
• Process account applications, transactions, changes and other servicing
request within your training and authority, completing required checks
and maintaining accurate records.
• Help customers understand and manage their accounts, including
relevant product conditions, maturity dates and required actions where
applicable.
• Use the society systems and approved information sources effectively.
Maintain complete and accurate records so colleagues can support the
customer consistently.
• Identify and correct errors promptly, reporting issues and escalating
exceptions in line with the Society's procedures.
• Follow the Society's policies, procedures and applicable require
requirements relevant to the role, including customer identification, fraud
prevention, information security, data protection and customer
confidentiality.
• Support good customer outcomes and the Society's consumer duty
commitments through clear communication, appropriate support and fair
treatment.
• Recognise and promptly escalate suspected fraud, financial crime,
security concerns, control weaknesses or potential customer harm
through the appropriate route.
• Recognise complaints, record them accurately and resolve them within
your authority or refer them properly to the appropriate colleague or
team.
• Work within delegated authority and demonstrated competence. Seek
guidance where request is complex, unfamiliar or outside your role.
• Work with colleagues across Branches, Customer Contact Centre and
support teams to maintain service and complete customer request
efficiently.
• Follow agreed rotas, schedules and working arrangements, notifying
your manager properly of issues that may affect cover or customer
service.
• Complete required learning and take part in coaching, observations and
assessments under the Society's training and competency scheme.
• Use feedback to improve service and accuracy. Share customer insight
and suggest practical improvements to processes and ways of working.
• Meet agreed objectives and service standards, balancing customer
outcomes, quality, accuracy and productivity.
• Undertake any other duties and responsibilities that reasonably fall within
the scope of the role.
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Job Holder Signature
Skills
• Strong listening skills and clear telephone and written communication.
• Empathy and confidence in handling sensitive or difficult conversations.
• Ownership, problem-solving and timely follow-through.
• Accuracy when recording information and processing request.
• Effective organisation and ability to navigate relevant systems.
• Teamwork, adaptability and commitment to learning.
• Minimum of 4 GCSE passes (or equivalent) Grade C or above including Maths and English - Essential
Qualifications & Accreditations

Working across Branch and Customer Contact Centre
You may be asked to work in a Branch or Customer Contact Centre, depending on business requirements,
customer demand and the need to maintain service. Assignments will take account of your skills, training and
competence, with appropriate support provided before you undertake unfamiliar duties. Working
arrangements will be managed in line with your agreed terms and conditions.
The core responsibilities below apply in both settings. Appendix A sets out the additional requirements when
working in a branch, and Appendix B sets those when working in the Customer Contact Centre. Both
appendices form part of this job description.
Appendix A - Branch Responsibilities
Welcome customers, established the purpose of their visit and manage ques and appointments so
customers receive timely and appropriate support.
Conduct effective customer conversations in a suitable setting, protecting privacy and allowing additional
time or assistance where needed.
Support account opening and servicing, including deposits, withdrawals, transfers, maturity enquiries and
account changes, within neuro authority and branch procedures.
Explain relevant savings products and services and arrange referrals to the appropriate specialist when a
customer's needs fall outside your role.
Help customers use available digital services where appropriate, respecting their preferences and ability to
access them.
Handle cash, cheques and other permitted transactions accurately, completing required checks and
following transaction and cash limits.
Balance your till and reconcile relevant records is required. Report discrepancies promptly and follow the
agreed investigation and escalation process.
Complete assigned branch checks and operational records accurately, maintaining clear evidence that is
required demonstrating controls have been completed.
Support opening and closing procedures, cash security and other branch security duties only where trained
and authorised.
Keep the customer area safe, accessible and presentable, and report premises, equipment or security
issues promptly.
Support local customer relationships and community activity agreed with your manager, representing the
society professionally.
Work with your manager and colleagues to provide appropriate floor and counter cover, including during
brakes and busy periods.
Follow-up outstanding customer enquiries, appointments and referrals so agreed actions are completed
and customers receive updates.
Support the branches or the contact centre when assigned, following the relevant procedures and working
within your competence.
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Appendix B - Customer Contact Centre
Handling incoming calls and other assigned customer contact channels professionally, using a clear,
reassuring and helpful approach.
Complete required identity and security checks before discussing account information or actioning
requests. Apply the relevant process for representatives and third parties.
Resolve enquiries about accounts, products and services accurately, using approved information and
systems, and aim to complete the customer's request at the first contact where possible.
Complete permitted account servicing requests within your authority, explaining any limitations and
arranging an effective handover where further action is needed.
Adapt your communication for customers who need additional support, including those who may have
difficulty using telephone or digital services.
Support customers with digital access and online processes within your training, escalating technical or
account issues appropriately.
Record the reason for contact, relevant customer needs, action taken and agreed next steps accurately in
the approved systems.
Use contact reasoning codes and complete after contact work where required, ensuring records are
sufficient for effective follow-up.
Manage assigned callbacks, messages and outstanding enquiries within agreed timescales. Tell
customers when to expect a response.
Transfer or refer enquiries with sufficient information so customers do not need to repeat their
circumstances unnecessarily.
Protect customer information when communicating remotely, using approved channels and checking
detail before sending correspondence.
Follow agreed schedules, availability statuses and break arrangements to support service coverage,
raising any difficulties promptly.
Meet agreed contact handling, quality and productivity standards while allowing the time needed to
understand and resolve the customer's request.
Identify recurring contact reasons, service barriers and system issues, and share these with your
manager to support improvements.
Participate in quality reviews and coaching, applying feedback to improve communication, accuracy, and
customer outcomes.
Support branches or other customer service activities when assigned, following the relevant procedures
and working within your competence.
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