Based in the branch network you will lever the strength of the RBS and NatWest Brands and loyal customer base of 13 million people. At RBS, the vision for UK Retail is to become Britain’s most helpful and sustainable bank. Our people are key in helping us achieve this, which is why we place a high priority in recruiting the very best people with the right skills, experience and behaviours.
You will make a highly visible impact on branch performance and make sales through excellent customer service.
Working effectively with the branch team to build stronger and more profitable relationships with our customers, through the sale of products that meet our customers’ needs and excellent customer service
You will have customer service experience and be comfortable working with targets. Ideally, you will have worked in the financial products industry i.e. mortgages, loans, credit cards etc however this is not essential. Many successful Customer Advisors have come from mobile phone, retail or contact centre roles it’s more important that you have experience helping customers and putting their needs first.
Identify complaints and take ownership of complaints which can be resolved immediately, in accordance with the group complaint handing standards.
Manage your diary ensure you maintain a full diary of appointments or contacts to make with customers
Generate leads through telephoning customers (warm calling)
Check quality and potential of the referred customers prior to the customer meetings (using data held on internal data-base).
Maintain knowledge of the Bank’s range of personal products and services
Ensure paperwork is kept up-to-date e.g. faxes, referral of leads, logging concerns, completing applications, monitoring progress of applications on behalf of customer, managing their customer pipeline (e.g. future needs)
Monitor own performance at regular intervals in a day and work effectively with the Branch team
Coach and work with the Branch team to enhance their ability to develop leads and increase the quality and volume of referrals
Take leading role in Branch daily/weekly meetings
Attend daily preview/review CA team meetings and share best practice
Consistently follow the Bank’s key control, credit, cash, fraud and other operational processes
Ability to demonstrate complaint handler competence level 1 and designated complaint handler where required
Demonstrate Helpful Banking behaviours
Salary & Benefits
Your Reward includes much more than your salary; it’s all the financial rewards you get in return for working for the Group. You can choose how Your Reward is delivered by tailoring your pay and benefits to suit you.
Salary - ranges start from £16,756 rising to £19,150
25% benefit funding which you can choose to take as cash or spend on benefits, such as retirement savings.
Generous holiday allocation of 33 days per year, made up of 25 days plus 8 bank holidays (pro rata for hours worked)
The Group offers a variety of employee share plans. Taking part in the share plans is an easy way to invest with potentially tax-free benefits. In addition, participating in the Group’s share plans may enable your team to benefit from any long term future success of the Group.
All employees have access to a great range of discounted financial service products including mortgages, loans, savings and insurance products in addition to discounts on other products and services from a number of well known retailers and manufacturers.
Full Time Hours - Permanent Contract
Retail working hours, Monday - Friday 08:00 - 20:00,
Some weekend work may be required
Your actual working hours will be discussed at interview
Training will be Part Time
Step 1 – Online Application
Gathering your personal details, for example work history
Questions relating to RBS minimum requirements for the role
Completion of a Work Style Assessment
Step 2 – Telephone Interview
A telephone interview lasting up to 20 minutes which focuses on the capabilities needed to do the job
Step 3 – Face to Face Interview including Practical Activity
Questions relating to the capabilities required for the job including a Practical Job Related Activity
This is also a great opportunity for you to ask any questions
We take every precaution to protect the information that we hold about our customers so, as part of our recruitment process we will carry out the following checks:
Verification of previous 2 years activity
If you are invited to an interview you will need to provide the following documents:
Proof of right to work within the UK- either a valid EU Passport OR a full Birth Certificate AND proof of National Insurance number, OR a valid Passport stamped with a UK work permit visa that confirms current right to work within UK.
Current utility bill or bank statement with your name and address on it and dated within the last 3 months (council tax bills can be within 6 months)
You will also need to provide documents to verify your activity over the past 2 years. These could include:
Current payslip dated within the last 3 months, or a P45 or P60 if dated within the last 3 months
If you have less than 2 years work experience because you have recently left education please provide documentation regarding academic qualifications obtained within this period.
If your circumstances are not covered by the above, the documentation required will be discussed at interview.
RBS - 10 months ago