Customer Engagement Advocate

Application process: Please apply via the application button which will direct you to our careers site. If you require any adjustments to assist you in submitting an application, please contact [email protected] We are looking for positive and engaging team members to join The Nottingham's Digital savings team. This team deliver outstanding service to our Digital Savings customers and members of the Nottingham Building Society. You will support our customers through a variety of channels including Web chat, messaging, telephony, post, email, and Social Media. We are going through a really exciting period of change and transformation within the society and our digital savings strategy is a huge part of this. This is a fantastic opportunity to be part of and shape this key area of the society. If you love delivering great customer service and all things digital this could be the role for you! Here's a taste of what you will be doing as a Customer Engagement Advocate: -

• Provide an excellent customer service to all customers dealing with all enquiries in a timely manner and communicating through various channels (telephone, email, webchat, post, Social Media)
• Ensure customer accounts are accurately maintained and documented
• Champion opportunities to enhance the service offering, being the customer advocate with internal stakeholder discussions
• Be an active contributor to the Help Centre and help train "Beebot" to optimise the in-app service available to customers.
• Identify opportunities from customer communications to promote the range of products and services we have available
• Contribute to the continuous improvement of service, systems, procedure and policy
• Work flexibly to support the wider Society channels and services teams to achieve their business objectives
  
  Exceptional customer service skills, ideally delivered through telephony and digital channels (web chat/Social Media etc)
• Strong written and verbal communication skills
• Accurate with an eye for detail
• At all times calm, welcoming and genuinely customer focused
• Self-motivated and sales focused
• Flexible and adaptable with a willingness to learn
  
  We are a mutual, which means we don't have shareholders. Instead, we're owned by our members and use our money to do good, investing in our community, responsible causes, and - well, you. So, we're always striving to do the right thing for our team, communities and members.
  
  A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 25 days annual leave(increasing to 29 days in January) plus bank holidays, holiday purchase scheme (buy up to 5 days per year) and enhanced family leave
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations
• Flexible and hybrid working to encourage a work life balance, we want you to be at your best inside and outside of work
• A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers
• A strong sustainability agenda - we're continually finding new ways to be kinder to the environment by reducing our carbon footprint
• We're passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you
• Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders
Embracing Diversity Together: - We proudly embrace and celebrate diversity as a fundamental cornerstone of our values. We believe that a diverse and inclusive workplace is not just essential for our success but is also a reflection of the vibrant communities we serve. Our commitment to diversity extends beyond our internal culture to the way we approach advertising and engage with our customers. Our commitment means actively working to eliminate barriers and biases that may hinder equal opportunities within our organisation. We strive to ensure that all individuals, regardless of background, have an equal chance to thrive and advance in their careers. We acknowledge that diversity is not just a goal to be achieved but a continuous journey toward creating an environment that embraces differences and promotes equal opportunities for all. We are committed to fostering an inclusive culture that encourages collaboration, creativity, and a sense of belonging for every member of our community.