Customer Consultant

Overview

In this role you help customers with everyday banking needs in a Glasgow branch and via phone, guiding them to convenient digital tools. You work closely with a fast-paced team to deliver friendly, accurate service while upholding security and fairness. You’ll enable customers to manage their money confidently and access banking services that fit their lives. This position offers meaningful impact in a customer-first environment that values growth and collaboration. You will play a key part in making high-street banking accessible and valuable for communities.

Pay / Benefits

• 25 days holiday
• Wellhub health and wellness
• up to 2 paid volunteering days
• annual performance-related bonus
• private medical insurance
• competitive pension

Responsibilities

• Welcome customers into the branch, understand their needs, and provide trusted, friendly assistance
• Handle a range of transactions and queries accurately with a focus on customer needs, security, and fairness
• Help customers maximise value from digital services to simplify banking
• Guide customers to banking products and services that suit them and help manage money confidently
• Collaborate with branch colleagues to ensure excellent service even during peak times
• Follow processes, identify issues, and escalate concerns to protect customers
• Maintain and promote meaningful face-to-face banking on the high street

Key requirements

• Experience or passion for customer service in a fast-paced environment
• Ability to show empathy, patience, and strong people skills
• Comfort with changing priorities and quick adaptation
• Calm under pressure and positive attitude towards change
• Confidence with technology and digital tools
• Clear communication and ability to guide customers across channels (in-person, phone, digital)
• Ownership mindset and integrity to protect customers and their money
• Willingness to learn and grow knowledge of banking products over time

• empathy
• patience
• clear communication
• digital literacy
• tech-savviness with digital banking tools
• ability to guide customers through online services

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