Job Description
Join our Team
Scottish Building Society is a mutual building society, which means we are owned by and run for our members. Although you may not have heard about us, we are the oldest remaining building society in the world. We started life in 1848 as the Edinburgh Investment Company and we’re celebrating our 175th anniversary this year. We help people save and buy their first and subsequent homes throughout their lives. We are a dedicated team focused on growing the Society whilst not losing sight of our values.
At the Scottish Building Society, our people are our most important asset - we couldn’t offer such a personalised service without them. We are connected into the communities our colleagues live and work in, and we strive to have a workforce that is representative of our members.
We are keen to recruit talented individuals who are interested in joining a company in which they can really make a difference. Our culture is friendly, open and inclusive where we actively encourage everyone to bring themselves to work. If you choose to join our team, you’ll find a great workplace and opportunities to develop and grow. We are currently on an exciting transformative journey, which the successful applicant would be part of.
The Opportunity
Reporting to the Area Manager Relationship Centres, the role will lead colleagues within the Relationship Centre to ensure delivery of an excellent personalised service, building relationships through regular member contact and increasing awareness of our service offering to support Savings growth and retention of existing members and acquisition of new members.
The role holder will provide support to Area Manager Relationship Centres by overseeing risks and quality controls across your Relationship Centre(s) making sure these are effective and applied consistently.
Furthermore, the Manager – Relationship Centre’s will provide an exceptional personalised relationship service and to be the main point of contact for a portfolio of high net worth Members within the Relationship Centre providing excellent service and exceeding their expectations by proactively raising awareness of our offering.
This role will be based onsite full time. There may be a limited need for travel to other Society locations dependent on business needs.
Key Responsibilities
Relationship Centre Management:
- Manage the day-to-day operational workflow within their Relationship Centre(s) to ensure timely and effective completion of tasks, within SBS policy and procedures.
- Ensuring full use of ELO to enable effective workflow management.
- Lead a team of Member Relationship Assistants, coaching and mentoring to deliver excellent customer service and efficient working practices, completing performance appraisals and support team to achieve their objectives.
- With the support of the Area Manager Relationship Centres, agree and set colleagues objectives and carry out 1:1 reviews, measure individual colleague performance against our Values and Behaviours and Service standards, reviewing progress and providing continuous feedback.
- Provision of excellent service to members by delivering an exceptional front of house experience and actioning members queries and requests.
- Ensure that we proactively seek feedback from our members on the service provided through completion of Questionnaires.
- Process transactions including opening of new accounts, making sure all due diligence is followed in line with regulatory requirements, in addition to account maintenance(e.g.) Bank Transfers, Account Closures, Bond Maturities, etc.
- Monitor performance/trends of Savings Growth and retention activity in their Relationship Centres(s) through use of Relationship Dashboards and other data available.
- Ensure appropriate training and development plans in place for colleagues, using a Skills Matrix where appropriate and manage in respect of policies and processes, adherence to the Account Opening Oversight Document.
- Efficient Inbound call answering to meet agreed Telephony standards.
- Efficient Outbound calling to members as part of the Society’s Relationship Strategy.
- Ensuring timely completion of Mandatory Training by all colleagues within their Relationship Centre(s)
- Analyse and log any complaints in line with the regulatory guidance and timescales, taking personal ownership for these and where required forwarding to the relevant departments for investigation, proactive tracking of progress and relaying the outcome to the customer and/or providing progress updates as appropriate.
- Accountable for all control checks required including Cash Balancing, Source of Funds, Data Handling and Classification and Relationship Centre security measures, including Lone Working exception process.
Portfolio Management:
- You will maintain your own effective diary management, balancing proactive relationship contact with planned meetings, completing outbound service calls to grow and maintain relationships with a portfolio of high net worth members.
- You will be helping your members by providing them with accurate information to enable them to choose the right products and services that suit their needs.
- Proactively educating members about the various channels they can use to communicate with us, including Online.
- Demonstrate compliance requirements, by maintaining the skills needed to carry out the role and achieving a high standard of accuracy to ensure each member is treated fairly and responsibility.
Additional Responsibilities:
- Promote a culture of continuous improvement and maximise efficient utilisation of resources.
- Develop strong working relationships with key colleagues across the Society and work collaboratively to develop and enhance the Society’s operational activities.
- Support and oversee any initiatives across the Relationship Centres, including changes to Systems and Processes.
- Continuously develop and maintain your technical and professional knowledge and competence.
This list is not exhaustive and the post holder is expected to carry out any other tasks that are required to fulfil the needs of the role. Management may add or subtract from the list of duties in order to meet the need of the business as they see fit and as per the terms and conditions of contract.
Skills & Capabilities for the role
Qualifications:
- Preferably educated to Higher Level or equivalent.
Essential Experience:
- Managerial/Team Leader experience
- Experienced in developing/coaching others and undertaking performance appraisals
- Provision of excellent customer service
Desired Experience:
- Financial Services experience
- Awareness of competitor service offering
Behaviours:
- Responsibility
- Collaboration
- Integrity
- Respect
- Wellbeing
Essential skills:
- Excellent communication skills
- Ability to prioritise/multitask and have attention to detail
- Ability to work with minimum supervision and to deadlines
- Sound judgement and decision making
- Strong Interpersonal skills
- Active listening
This list is not exhaustive, management reserve the right to amend the requirements as they see fit to ensure the post holder’s ability to fulfil the needs of the role.
PLEASE DO NOT APPLY FOR THIS ROLE UNLESS YOU HAVE RECENT DEMONSTRABLE AND RELEVANT EXPERIENCE.
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Job Types: Full-time, Permanent
Benefits:
- Company pension
- Life insurance
- Private medical insurance
Schedule:
Ability to commute/relocate:
- Galashiels: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you now, or will you in the future, require a work permit VISA?
Work authorisation:
- United Kingdom (required)
Work Location: In person
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