Customer Consultant – Stornoway

Overview

In this role you will deliver excellent in-branch and remote customer support, guiding clients through transactions, queries, and the use of digital tools. You will work in a busy branch with a focus on fair, helpful, and clear service aligned to the company’s customer-first mission. You’ll collaborate with colleagues to ensure a seamless banking experience and make banking accessible for all. This position offers growth, training, and a strong personal and professional impact within a purpose-driven, mutual organisation.

Pay / Benefits

• 25 days holiday (increases to 30, with option to buy up to 10 more)
• Wellbeing and health options via Wellhub
• Paid volunteering up to 2 days per year
• Ongoing training and development
• Annual performance-related bonus
• Private medical insurance

Responsibilities

• Welcome customers in branch, assess needs, and provide trusted, friendly banking guidance
• Process a range of transactions and queries accurately with emphasis on security and fairness
• Promote and assist with digital banking services to simplify managing money
• Guide customers to suitable banking products and services to support their finances
• Collaborate with branch colleagues to maintain high service levels, especially during peak times
• Follow processes, identify issues, and escalate when needed to protect customers
• Preserve meaningful face-to-face banking on the high street and ensure customers feel supported and respected

Key requirements

• Customer service experience or passion for helping people
• Patience, empathy, and strong interpersonal skills
• Ability to work in a fast-paced environment with shifting priorities
• Calm under pressure and adaptability to change
• Comfort with technology and digital tools
• Excellent communication skills across in-person, phone, and digital channels
• Ownership mindset and integrity to protect customers and their money
• Willingness to learn and grow knowledge of banking products and services

• empathy
• patience
• clear communication
• digital banking tools
• customer service systems
• basic IT literacy

…