Customer Service Adviser - Money

Job introduction

Our Money Direct team is growing, and we’re looking for people who want to make a real difference for our savings customers.

This role requires a set start date of August 24th, any successful candidates will complete 2/3 weeks of training full time in Head Office with limited holiday or appointment clashes.

Interviews will be held W/C 20th July

Here, you’ll join an award-winning team where good conversations matter, development is supported, and doing the right thing for our members is at the heart of the role.

You’ll also have the flexibility to work in a way that helps you balance life and work, with hybrid working available as part of the role.

At Skipton, we're founded on fairness. We exist to do right by our members - and we believe that starts with doing right by our people. So whoever you are and whatever you bring, there's a place for you here and a genuine plan for where you go next.

What You’ll Do

Our Money Direct colleagues help members up and down the country make the most of the full savings range, products and services that we offer. It’s about listening carefully, guiding them clearly, and making every conversation fair and meaningful. So when we say this isn’t your usual call centre, we really mean it.

As a Customer Service Adviser, you’ll be there for our savings customers when they need us most. You could be helping someone withdraw money, open a new account, or complete an ISA transfer — whatever the reason for their call, you’ll listen carefully, guide them clearly, and make sure they feel supported every step of the way.

Your key responsibilities will include:

• Support customers with savings queries, transactions and account updates, providing a helpful and tailored service.

• Have meaningful conversations to understand customers’ goals, needs and financial plans.

• Recommend relevant products and services, including savings options, financial planning and retirement support, where appropriate.

• Work collaboratively with colleagues and our Financial Advice Team to deliver great customer outcomes and support commercial goals.

• Handle complaints and support vulnerable customers with empathy, care and appropriate resolutions.

• Deliver excellent service in line with agreed standards, while looking for ways to improve processes and the customer experience.

What You’ll Need

Our customers come from all walks of life, so we’re looking for people who can listen well, adapt their approach, and build trust through every conversation.

You’ll bring:

• Experience in customer service, whether that’s face to face, over the phone, or in another customer-focused role.

• The confidence to ask good questions, listen carefully, and understand what each customer needs.

• A caring and adaptable approach, especially when supporting customers with different circumstances.

• The resilience to stay calm, focused and helpful, even when conversations are more challenging.

• The ability to work within agreed standards, processes and targets while keeping the customer at the centre.

• A willingness to learn, grow and keep building your skills.

Right to Work

In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment.

We have assessed this role and unfortunately it does not meet the Home Office criteria that would allow the Company to sponsor a successful candidate under the Skilled Worker route. Therefore the successful candidate must be able to demonstrate the right to work prior to interview without sponsorship by the Company

What’s In It For You

Your work matters.

And the way we reward you matters, too.

At Skipton, we offer pay and benefits that really do make life better, together with a genuine thank you for making a difference.

• Annual discretionary bonus scheme

• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a max of 30 days

• Matching employer pension contribution (up to 10% per annum)

• Colleague Mortgages and access to Skipton products and services at discounted rates

• Flexible working to help balance your commitments

• Private medical insurance, health and wellbeing app, volunteering opportunities, cycle-to-work scheme, discounted gym memberships

• Lifestyle perks such as a Home and Tech voucher, which can be used at John Lewis, Currys, and IKEA

We’re here to make life better for our members.

About Skipton.

Our story began in 1853 in Skipton, North Yorkshire. Today, you’ll find us across England and Scotland, from Aberdeen to Plymouth.

We help over a million members put down roots, save for what matters, and feel good about their money. As a mutual, they own us, so everything we do is for them. You'll feel that same fairness and purpose in how all 2,500 of our colleagues work together, too

It all means that life at Skipton is more exciting than you imagine.

What it's like to work here
Life at Skipton

We talk and we listen to each other. And we make decisions as a team.

That way, you get all the support you need to do work that works for everyone.

For most of our roles there's the option of blended working, which means we mix working from home and meeting in person. The right balance depends on your role, and what works best for you, your manager, and your team.

We also value what everyone brings to Skipton. And we create a fair place where you can be yourself. Our colleague networks play a big role in this. They connect people with similar life experiences and make our workplace warm, friendly, inclusive and welcoming.

It’s not just our members who are important to us.
You are, too.

Lots of organisations talk about wellbeing, but they don’t always back it up. As a mutual, we put people first. And that includes the people who work here. So, when we say we care about your wellbeing, we mean it.

Wellbeing isn't just one thing. It’s about feeling good, having energy, and being able to be yourself and perform at your best. That’s why we offer help for your mental and physical health across five key areas.

What’s more, it’s help that you can actually use too - not just read about.

Apply now

Sounds like you? Then apply now.

You don't need to tick every box - we look for people who care about our members and who want to grow at the same time. The rest can follow.