Job Description
The role of the M & S Senior Bank Assistant is to perform a key customer-facing role which embodies the M&S Bank brand and provides crucial operational support to the branch management team enabling the successful running of the branch and delivery of M&S Bank values.
At M&S Bank we invest in our people and training is imperative in order to deliver against our brand values. As such, we will provide a comprehensive training programme which will be delivered over a six week period (two of which will be residential in Chester). Full time and part time rotas include working weekends, evenings and bank holidays to mirror the store’s opening hours.
Our rewards package offers an individually tailored benefit scheme which allows you to personally select benefits. These include a market leading pension scheme, five weeks holiday (excluding Bank and public holidays) and the option to buy five extra days. Plus not forgetting, 20% M&S discount and various recognition schemes that reward your contribution in different ways
Duties and Responsibilities
Your main responsibilities in this role include the following:
Carry out on the job training and coaching for staff to ensure full product, systems and channel knowledge, resulting in a seamless, quality and value-add interaction with the customer
Acting as operational Duty Manager for the Bank Team in the absence of the Deputy & Bank Manager
Taking responsibility for greeting customers referred to M&S Bank and ensure their needs are met in line with our service guidelines of, “Do it once, do it right”, “Make it Simple” and "Delight when it matters”
Acting as the first point of resolution for M&S Bank complaints and the escalation point for more complex queries and complaints
Building customer relationships, identifying solutions that satisfy their financial needs
Pro-actively engaging with M&S customers in-store and introduce the benefits of the M&S Bank product range. Ensuring full product, systems and channel knowledge, resulting in a seamless, quality and value add interaction with the customer. Meeting customer service, sales and compliance targets as agreed with M&S Bank Manager.
Enhancing the profile of M&S Bank and drive the success of M&S Bank as a core business unit by building strong relationships with the M&S store team.
Job Requirements
Experience working in relevant environment/s, i.e. Customer Service delivery areas
Past working experience in a relevant role, i.e. Effectively managing customer relationships with a key focus on quality conversations & understanding a customers needs
Experience of using relevant software packages, i.e. Good overall PC skills, adept at learning new systems and processes
Availability to work the shift pattern required for this role, i.e. Full time and part time rotas include working weekends, evenings and bank holidays to mirror the store’s opening hours. A flexible approach to working shift patterns would be required to support the bank in delivering a comfortable and flexible banking service to it's customers.
Relevant product knowledge including knowledge of Banking products & services is desirable but not essential
Experience working in relevant environment/s, i.e. Regulated and or Financial Service environments is desirable but not essential
Experience working in relevant market/context, i.e. High street Banking or Retail store is desirable but not essential
Past working experience in a relevant role, i.e. Training & coaching others to succeed & deliver outstanding Customer Service is desirable but not essential
A track record of gaining an understanding of customers' needs and delivering excellent customer service
Achieved targets and met expectations whilst supporting and encouraging others to do the same
Experience of supporting others' performance, enabling them to achieve by providing clear direction, motivation and support Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
Experience of making prompt and practical business decision, even in times of ambiguity, considering various perspectives and taking responsibility for outcomes
Experience of building effective customer relationships which create customer advocacy
In addition to the details listed above, the ideal candidate will as an M&S Senior Bank Assistant, provide a positive and friendly face for M&S Bank and bring our values of trust and quality to life by providing a special, uniquely M&S experience.
Job Details
Company/Organization: HSBC
Employment Type: Full-time Job
Job Location: Manchester, United Kingdom
Application Deadline: N/A
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