About Company
Principality Building Society is the largest building society in Wales, deeply rooted in the communities we serve for over 160 years. We are a mutual organisation, which means we’re owned by and run for the benefit of our members, not external shareholders. Our purpose is to help people prosper by offering a range of financial products and services, from savings and mortgages to financial advice. We pride ourselves on our commitment to excellent customer service, fostering a supportive and inclusive environment where every colleague feels valued and empowered to make a difference. Joining Principality means becoming part of a trusted Welsh brand dedicated to making a positive impact on the lives of our members and colleagues alike. We believe in nurturing talent and providing the tools and training necessary for our team members to thrive, regardless of their prior experience. Our Grangetown operations are a vital part of our member service network, ensuring our customers receive the support they need with a friendly and professional approach.
Job Description
Are you a natural communicator with a passion for helping people? Do you thrive in a supportive team environment where your growth is prioritised? Principality Building Society is excited to open its doors to enthusiastic individuals for the role of Call Handler, and here’s the best part: no previous experience is needed! This is an incredible opportunity for anyone looking to kick-start their career in customer service within the stable and rewarding financial services sector.
As a Call Handler, you will be the first point of contact for our valued members, providing essential support and guidance over the phone. You’ll be instrumental in delivering the exceptional service Principality is known for, helping members with their enquiries, resolving issues, and ensuring every interaction leaves a positive impression. We understand that everyone starts somewhere, which is why we’ve designed a comprehensive training program to equip you with all the knowledge and skills you need to excel. You’ll learn about our products, services, systems, and most importantly, how to confidently and empathetically assist our diverse membership base.
Beyond just answering calls, this role offers a pathway to a fulfilling career. We believe in internal progression and actively encourage our colleagues to explore different opportunities within the society. If you’re eager to learn, possess a friendly demeanour, and are committed to delivering outstanding service, we want to hear from you. Join a team where your potential is recognised, your contributions are valued, and your career can truly begin.
Key Responsibilities
- Handle inbound customer calls with professionalism and empathy, providing accurate information and solutions.
- Act as a primary point of contact for member queries related to savings accounts, mortgages, and other services.
- Efficiently log all customer interactions and update member records accurately in our CRM system.
- Identify and escalate complex issues or complaints to the appropriate departments for resolution.
- Adhere to all regulatory guidelines and internal procedures to ensure compliance and data security.
- Contribute to a positive team environment by collaborating with colleagues and sharing knowledge.
- Continuously develop product knowledge and customer service skills through ongoing training and feedback.
Required Skills
- Excellent verbal communication and active listening skills.
- A genuine desire to help people and provide outstanding customer service.
- Ability to show empathy and patience in diverse situations.
- Strong problem-solving abilities and a methodical approach to tasks.
- Basic computer literacy and the ability to navigate multiple systems.
- A positive attitude, willingness to learn, and a strong work ethic.
- Reliability and punctuality.
Preferred Qualifications
- GCSEs (or equivalent) in English and Mathematics.
- Experience in any customer-facing role (e.g., retail, hospitality, volunteer work) is a plus, but not essential.
- Familiarity with basic office software (e.g., Microsoft Office Suite).
Perks & Benefits
- Competitive salary and annual bonus scheme.
- Generous pension scheme with employer contributions.
- Comprehensive health and wellbeing benefits package.
- 25 days annual leave, plus bank holidays (increasing with service).
- Extensive training and development programmes designed to support your career growth.
- Opportunities for internal progression and career advancement.
- Employee discounts on a range of products and services.
- A supportive, inclusive, and collaborative work environment.
- Modern office facilities in a convenient Grangetown location.
How to Apply
To apply for this exciting opportunity, please click on the application link below. You will be redirected to our careers page where you can find more details about the role and submit your application online. We encourage you to highlight your communication skills and enthusiasm for customer service in your application, even if you don’t have direct experience in a call centre role.