Join us as a Lead Personal Banker

• Take on a new career challenge, where you'll be providing outstanding service to support our customers to meet their financial goals
• We'll look to you to proactively educate our customers in the different ways to bank with us, conducting digital and face to face financial health checks to identify opportunities of new or growing needs
• It's a chance to turn your passion into a diverse and rewarding career, knowing you're playing an important role in the lives of people, families and communities up and down the country

What you'll do

As a Lead Personal Banker, you'll review customer accounts to identify opportunities to help them with new financial services or products, and complete proactive outbound customer care calls to grow and maintain the relationships. You'll take accountability for the customer experience of the financial health checks, and you'll work with and coach the branch team to ensure a targeted customer contact strategy is in place with a clear focus on acquiring, growing, and retaining quality customer relationships.

You'll be recognised as a trusted expert for our customers, providing them with the knowledge they need to make the most of their money and making sure they're fully informed when it comes to the products and services we offer.

You'll also be responsible for:

• Effectively managing your diary, prioritising work to accommodate customer needs
• Supporting the performance of the whole branch or contact centre, providing coaching and feedback to colleagues, and making outbound customer care calls
• Educating customers on being financially fit, living in the digital world, and preventing fraud
• Resolving complaints and errors quickly and compliantly, making sure the customer's relationship with the organisation is fully restored
• Taking ownership of own personal development seeking out coaching and opportunities to develop your skills

The skills you'll need

To be successful in this role, it's crucial that you have the experience and passion to deliver an outstanding consultative customer experience both face to face and digitally, and the ability to bring products and services to life for the customer using real-life examples. You'll also have experience of working with and meeting all goals in a customer service environment, helping customers to meet their needs at first point of contact.

As well as this, you'll have:

• A relevant professional qualification
• Excellent interpersonal and communication skills, and the ability to build rapport and trust with customers in both a remote and face to face environment
• Excellent planning skills, with the ability to prioritise well, make decisions on the most effective use of time, and work unsupervised
• Experience of working with the Microsoft Office suite, customer databases, and software programmes

Hours
35

Job Posting Closing Date:
10/07/2026

Ways of Working:Office First