Customer Consultant

Monmouthshire Building Society - Brecon
Part Time Customer Consultant - 17.5 hours per week
Monmouthshire Building Society has been serving our members for over 150 years. As a mutual building society, our members' needs are at the heart of everything we do. Unlike banks, we are owned by our members and they play a vital role in the Society and its future.
Our colleagues make the Society a vibrant place to work and are key to our success. Along with a strong commitment to career development, as one of our team, you will benefit from:

• An extra day off on your birthday (in addition to annual leave entitlement)
• Holiday purchase scheme
• Generous pension scheme with employer contribution of 10%
• Life Insurance (for pension scheme members)
• Private healthcare scheme (on completion of probation)
• Staff product discounts and rates
• Health and wellbeing benefits including employee assistance programme, flu jabs and eye tests
• Charity days

What will you be doing?

As a Customer Consultant, you will be at the forefront of delivering high-quality, personalised service to our members. You will inspire and engage customers, support the development and delivery of branch business plans, and ensure that every interaction reflects our commitment to excellence. You will also guide customers through key journeys, support smooth and accurate processes, and act as an ambassador for the Society within the local community.

Your key tasks and responsibilities will include:

• Providing high-quality, personalised service by welcoming members, understanding their needs and guiding them clearly through each stage of their customer journey.
• Contributing to a positive, high-performing team culture by working collaboratively, taking ownership and helping colleagues deliver smooth, consistent customer journeys.
• Carrying out cashiering duties, customer onboarding and wider journey support efficiently and accurately, ensuring members receive clear guidance and a seamless experience.
• Discussing members' financial product requirements, identifying and offering suitable options
• Ensuring the branch is welcoming, well-presented and supported by up-to-date, compliant literature that helps customers make informed decisions throughout their journey.
• Keeping customer information, records and processes accurate, up to date and managed in line with the Society’s Privacy Policy, helping to provide a smooth and consistent customer experience.
• Supporting branch oversight and completing monitoring checks accurately and within agreed timescales, helping to ensure customer journeys are well controlled and compliant.
• Actively promoting the branch and Society within the local business community, enhancing brand awareness, building long-term relationships and supporting customers to engage with the Society in the right way for their needs.

What type of person will you need to be?

To excel in this role, you will need to be customer-focused, always prioritising the needs of our members and consistently delivering exceptional service. You should be positive and enthusiastic, bringing energy and a can-do attitude to the team, inspiring those around you.
Attention to detail is crucial, ensuring accuracy in all tasks and supporting smooth, compliant processes. Adaptability is essential, as you embrace change and are proactive in supporting new initiatives and continuous improvement. Being community-minded is important too, as you actively engage with the local community, representing the Society and building meaningful relationships.

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