Customer Service Representative Apprentice

Leeds Building Society · Competitive · Newcastle upon Tyne
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This is exactly what our Customer Service team deliver day in, day out and is the reason why weve been recognised in the industry with a number of prestigious awards. As an Apprentice at LBS, youll gain the skills and knowledge to be successful in your role of Customer Service Representative. No two days are ever the same and the work is both challenging and rewarding.

Responsibilities include:

  • As a Customer Representative youll be the first point of contact for our customers and will thrive on creating a positive experience, whether its a call about savings or a mortgage related query.
  • Calls can include balance enquires and mortgage payments or more complex queries where youll need to liaise with colleagues from other teams.
  • Youll use your IT knowledge and skills to help customers self-serve online and respond to social media messaging.
  • Youll take ownership of calls and aim to resolve customer queries as efficiently and effectively as possible, recognising that on occasions you may need to arrange a call back to provide the right solution.

The apprenticeship is based at our Cobalt Contact Centre in Newcastle and we have parking facilities available for everyone either on site or close by. We are looking for full time colleagues who have a passion for creating positive relationships, enjoy working in a bustling environment and thrive on working on multiple priorities.

Our mission is to help customers save and have the home they want and we recognise that our colleagues are crucial in achieving this. With a dedicated team leader and coaching support from our apprenticeship provider, well ensure you have everything you need to be successful in the role. We take a blended approach to learning so you will have access to our self-service online learning portal, face to face training, coaching and regular contact with your team. When you start your apprenticeship journey youll join a community of apprentices, past and present, so you can share your experiences and get support from your peers.

Longer term, life at Leeds can be both stretching and rewarding. There are opportunities to further develop in the role you love and to look wider at alternate opportunities, so you can continue a long and successful career with us. Weve developed a clear career pathway enabling you to take control of your own development and progression. As you demonstrate competency as a Customer Representative you may want to consider applying for our Specialist Customer Representative.

Our Contact Centre is open Monday to Friday 8am-8pm and Saturdays 9am-5pm. We work a 35 hour week with a set 4 week rota including only 1 Saturday in every 3, encouraging a culture of work life balance.

Are you looking to start or develop your career in financial services? Do you thrive on providing exceptional customer service and want to be part of a successful team?

This is exactly what our Customer Service team deliver day in, day out and is the reason why weve been recognised in the industry with a number of prestigious awards. As an Apprentice at LBS, youll gain the skills and knowledge to be successful in your role of Customer Service Representative. No two days are ever the same and the work is both challenging and rewarding.

Responsibilities include:

  • As a Customer Representative youll be the first point of contact for our customers and will thrive on creating a positive experience, whether its a call about savings or a mortgage related query.
  • Calls can include balance enquires and mortgage payments or more complex queries where youll need to liaise with colleagues from other teams.
  • Youll use your IT knowledge and skills to help customers self-serve online and respond to social media messaging.
  • Youll take ownership of calls and aim to resolve customer queries as efficiently and effectively as possible, recognising that on occasions you may need to arrange a call back to provide the right solution.

The apprenticeship is based at our Cobalt Contact Centre in Newcastle and we have parking facilities available for everyone either on site or close by. We are looking for full time colleagues who have a passion for creating positive relationships, enjoy working in a bustling environment and thrive on working on multiple priorities.

Our mission is to help customers save and have the home they want and we recognise that our colleagues are crucial in achieving this. With a dedicated team leader and coaching support from our apprenticeship provider, well ensure you have everything you need to be successful in the role. We take a blended approach to learning so you will have access to our self-service online learning portal, face to face training, coaching and regular contact with your team. When you start your apprenticeship journey youll join a community of apprentices, past and present, so you can share your experiences and get support from your peers.

Longer term, life at Leeds can be both stretching and rewarding. There are opportunities to further develop in the role you love and to look wider at alternate opportunities, so you can continue a long and successful career with us. Weve developed a clear career pathway enabling you to take control of your own development and progression. As you demonstrate competency as a Customer Representative you may want to consider applying for our Specialist Customer Representative.

Our Contact Centre is open Monday to Friday 8am-8pm and Saturdays 9am-5pm. We work a 35 hour week with a set 4 week rota including only 1 Saturday in every 3, encouraging a culture of work life balance.

Do you have the following skills & experience?

  • Experience of working in a customer service environment or good understanding of customer services
  • Effective communication and ability to build positive relationships with customers and colleagues
  • Ability to assess a situation and make viable judgements and decisions
  • Can work under pressure, maintaining speed and accuracy.
  • Demonstrates determination to succeed and achieve great results
  • Competent in Microsoft Office
  • 5 GCSEs including Maths and English grade 4 to 9 (A to C) or equivalent
  • Passionate, pro-active and driven to deliver good customer outcomes
  • The confidence to facilitate sensitive financial conversations and empathise with different customer situations including vulnerable customers
  • Resilience to handle challenging or complex situations

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