Overview
Salary: £27,800
As a Customer Service Graduate you’ll be full immersed into our Customer Service (CS) function playing a key part across all our Customer areas and the Our Customer Strategy, walk in the shoes of our customers and understand our Strategy and we want to achieve! The Graduate scheme operates over 2 years with the expectation of securing a role in the function after, making this a permanent opportunity.
Programme Oversight
The objective is to understand how each area of CS works toward a common goal – Our Customer. In each area you will be expected to play your part, learn and demonstrate skills and capabilities of the roles. You’ll have the opportunity to develop your leadership capabilities through placements, through project exposure and opportunities throughout which could include managing our Summer interns, getting involved in colleague engagement plans, our D&I agenda, communication and strategy plans.
You’ll be placed throughout the programme in the 5 areas of Customer which include:
- Service Contact – This includes our Branch Network and Contact Centre who deal directly with customers either by phone or face to face and offer an outstanding service to all customers. Here you will get the opportunity to work on the front line and deal with all manner of enquiries from our members
- Service Operations – Includes placements in Savings Duty to understand how we manage the operation including service across all channels, workloads management and workload prioritisation. You’ll also get exposure to our supplier relationship manager role as well as learning about our savings risk team.
- Service Support – This area deal with all things savings related that came through the post. A big proportion of the work that comes into this area requires a specialist team such as Service Support teams for an expert view.
- Service Experience – placements in tactical, strategic and colleague experience/ change teams – these teams are responsible for making sure both our colleagues and customer interactions are position. They lead on all change initiatives for Customer Service challenging the whole area to continuously improve.
- Service Specialist – There are two areas of expertise – complaint handling, training and development. Here you will have the opportunity to lead in different training opportunities including induction and coaching to new starters. and have a placement in Customer Relations.
Each placement in Customer Service will deal directly with our Members to help you understand the importance we place on delivering great service and our Putting Members First belief. In addition to the business knowledge you gain, we’ll support you in developing other skills such as stakeholder engagement, communication and presentation delivery.
Attending development days and take on both individual and group projects that will allow you to network and build strong relationships across the Society will be expected. Personal growth is also important to us so we’ll also provide support and time to achieve this.
Our values are at the heart of everything we do. Put simply, they’re part of our DNA, they’re what drive our everyday behaviour and we’re really proud of that. By sharing these values, we’ve built a culture where everyone feels like they belong.
For this opportunity you’ll be passionate about developing your career and have a positive attitude towards gaining new knowledge, skills and behaviours. You’ll need to be open and proactive in learning your job role as well as engaging in activities that require you to work as part of a team and independently. You’ll be energised by driving your own learning and developing the necessary skills to further yourself.
You will:
- Already have or will expect to get a minimum 2:2 degree (or equivalent) in the last 3 years
- Have experience in customer service and a passion to become a leader
- Be self-aware, with the confidence to work independently and the passion to continuously improve
- Have an inquisitive nature and be able to communicate confidently
Please be aware roles may close early so please apply as soon as possible to avoid missing out. We will be unable to accept any applications after we have closed and would appreciate only one application per graduate programme.
As a mutual, we’ve always worked together to improve the lives of others. Now one of the largest Building Societies in the UK, over 3,000 of us share that goal, in our branches and Head Office. Our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and total support for our wellbeing.
We’re serious about equality, of race, age, faith, disability and sexual orientation, but also of personality and the way we think. By being yourself, you’ll make us stronger.
So come and do the most important work of your career, in a Society that’s been voted a ‘Great Place to Work’ by the people who work there.
We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.
Location: Coventry-Binley Business Park
