Bank Assistant - M&S Bank - Gyle, Edinburgh

Job description

The M&S Bank - Bank Assistant role is based within our branch network. M&S Bank is redefining the banking category, raising the bar and offering something new. Extensive customer research has told us that people want a Bank which delivers against the M&S core values of quality, value, service, innovation and, above all, trust. M&S Bank aims to create meaningful, lasting relationships with customers, restoring their trust and optimism in banking, with the unique fusion of banking and retailing and a differentiated customer experience at the heart of the offer. The branches offer a range of services enabling customers to do their banking in a comfortable environment, at the same time as their shopping, and with the added convenience of M&S store opening hours.

The role of the M&S Bank - Bank Assistant is to 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.

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

Your responsibilities will include:

· Delivering excellent Customer Service to all customers, listening to their needs and providing appropriate solutions
· Ensuring that M&S Bank adheres to regulatory requirements at all times
· Building relationships with M&S Retail colleagues to increase awareness of the M&S Bank proposition
· Greeting customers in the bank and spending time elsewhere in the store, approaching customers and raising awareness of M&S Bank and our range of outstanding products
· Flexibility to travel to our other branches may be required

Desired profile

The ideal candidate for this role will have:

· 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
· 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
· Both spoken and written communication skills with experience of adapting your style and approach to the audience and message to be delivered
· Experience of building effective customer relationships which create customer advocacy

The base location for this role is

HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment.

Key search words: Retail Banking, Bank, Customer Service, Retail, relationship building, M&S, Sales, Full time