More Information

Customer Account Manager

· Prepare fully for planned interviews, gathering and reviewing all relevant customer material and information from the available systems

· Prepare and manage the interview environment to present the best image of the Society

· Manage the pipeline of customer meetings to avoid delays and provide sufficient time for completing arrangements within deadlines

· Present a professional and knowledgeable “face of the Society” to customers remaining within compliance guidelines

· Follow a structured interview process with all customers, following all appropriate Sales Policies and keeping strictly within compliance guidelines

· Listen and question carefully to identify all customer needs

· Match products and appropriate referrals to customer needs and circumstances

· Explore customer needs fully to identify opportunities for further referrals

· Take careful and complete notes during interviews and summarise at the conclusion

· Identify appropriate products for customers and explain how these will meet expressed customer needs

· Update all systems at the conclusion of customer meetings

· Follow up initial customer meetings to bring sales prospects to a close

· Maintain accurate action and diaries to complete any outstanding actions

· Make referrals to and set up appointments with other colleagues so that customers can be advised appropriately

· Stay in touch with interviewed customers to both prospect for new business or identify further opportunities

· Provide feedback to CRs and other referees on quality of customer leads

· Maintain accurate logs of customer meetings and status and record information on any systems available for this purpose

· Maintain accurate logs of customer meetings and status and record information on any systems available for this purpose

· Maintain accurate and complete records of all customer contacts

· Maintain records of achievement against targets and plan accordingly

· Train and mentor other members of the Branch team

· Proactively request personal T & C observations and own and manage any development outcomes identified

· Assist with counter services and other Branch duties when required to help customers and support colleagues

· Identify and document development activities in collaboration with line manager

· Maintain an up to date Development Plan, logging all development activity throughout the year

Candidates must possess:

• Maths and English Standard Grade or equivalent, minimum grade 4
• Previous experience in a Financial Services, in a customer-facing role
• Experience of working in a target driven environment
• Computer literacy skills
• The ability to work alone or as part of a team
• An understanding of Regulation & Control Frameworks, FSA Compliance Requirements and TCF framework and implementation.

Explanatory Notes

Benefits

Life Assurance

• You will be covered by non-contributory Life Assurance for an amount equal to four times your basic annual salary.

Subject to and after the satisfactory completion of 6 month probationary period, staff will be eligible for the following:

Private Medical Cover

• For staff earning more than £17,077 (or pro rata where part-time). Additional cover can be purchased for dependants.

Subsidised mortgage

• The Society operates a house purchase scheme for staff.
  
  
• The scheme is available to all permanent staff. Staff on a fixed term contract will be eligible after six months service. Staff must be 18 years of age and over. Your mortgage must cover main residence.
• The scheme is based on affordability. Staff will receive a subsidy payment of 0.5% on the first £50,000 of the loan. This will be paid and taxed through salary. Full details can be obtained from the Staff Handbook available on the Society's intranet site (SCOTI).

Staff Defined Contribution (DC) Pension Scheme

• Staff are entitled to participate in the Society’s Defined Contribution (DC) pension scheme.
  
  
• Contribution levels are generous with total maximum combined employer and employee contributions levels being 16% of salary.
• The scheme is flexible enough to meet your budget as follows:
  
  

  Employee Payments % of basic salary	Employer Payments % of basic salary	Total payments % of basic salary
  Less than 0	0	0
  3	5	8
  4	6	10
  5	7	12
  6	8	14
  7	9	16

Life Assurance

• On satisfactory completion of 6 month service staff are covered by non-contributory Life Assurance for an amount equal to four times basic annual salary.

Stakeholders Pension

• The Society offers a Stakeholder Pension through Norwich Union.

Permanent Health Insurance

• Income replacement policy which is subject to meeting criteria laid down by the insurer.

Childcare Vouchers

• The Society offers a Childcare voucher scheme in partnership with Accor to all eligible staff.

Other Information

Training

• Employees are required to attend courses from time to time at Head Office. Most of the staff in the Society will attend training in house by our own trainers but if you or your manager think it would be beneficial for your development to attend external courses we will explore these options .

Job Opportunities

• All job opportunities that arise within the society are advertised internally on the Society’s Intranet site (SCOTI). Should you be interested in applying for a position then there is a link to the internal application form on line. Vacancies are often also advertised externally, particularly when the role requires specific technical skills or knowledge

Refer a Friend

• The Society has a refer a friend scheme which allows you to refer a friend or family member for a vacancy when it is advertised internally. The scheme allows you to be awarded with a payment of £300 after successful completion of their 6 month probationary period should your referral be successful.

Wow Scheme

• This is the Society’s recognition scheme allowing staff/customers to nominate individuals and teams for an award for providing outstanding service.

Yes Scheme

• This scheme is a means of listening to you - harnessing your energy and ideas and applying them to help us achieve our aim of ‘maximising member value’.

Employee Assistance Programme

• The Society provides a confidential Employee Assistance Programme for all staff .

No Smoking

• There is a no smoking policy throughout the Society premises.