Member Relationship Assistant

Banking & Financial Services
Selkirkshire
July 1, 2026
Permanent
Urgent

Job Description

Member Relationship Assistant Key Information

  • Job Title: Member Relationship Assistant
  • Hours/Week: 35
  • Location: Galashiels
  • Post: Full Time
  • Closing Date: 31 Jul 2026

Reporting to the Manager of the Galashiels Relationship Centre, a Member Relationship Assistant will deliver an exceptional personalised service, building relationships through regular contact and increasing awareness of our service offering to support growth and retention of existing members and acquisition of new members through online. This role will be based onsite full time in our Galashiels Relationship Centre.

Key Responsibilities

  • Provision of excellent customer service by being the first point of contact and delivering an exceptional Front of House Experience.
  • Actioning customer queries and requests.
  • Building relationships and finding solutions.
  • Process transactions including opening of new accounts, making sure all due diligence is followed in line with regulatory requirements.
  • Efficient inbound call answering to meet Society’s standards.
  • Efficient outbound calling to members as part of our Relationship strategy.
  • Continuous identification of service improvements from own experience and member feedback.
  • Being a subject matter expert in tasks aligned to each Centre of Excellence and supporting other colleagues with their knowledge.
  • Accurate cash handling.
  • Adherence to Relationship Centre security measures.
  • Treating information with appropriate confidentiality and sensitivity.
  • Actively promoting use of online service to members.
  • Logging any customer complaints in line with regulatory guidance and timescales, taking ownership and forwarding to relevant departments, proactively tracking progress and relaying outcomes to customers.
  • Account maintenance including transfers, cheque requests and Faster Payments, closing accounts and processing bond maturities.
  • Power of attorney and deceased customers.
  • Ensuring relevant operating procedure manuals are reviewed, updated as required and kept fit for purpose.

Other Responsibilities

  • Dealing with incoming and outgoing mail.
  • Project work or testing as required.
  • Participating in the training and mentoring of colleagues.
  • Continuously developing technical and professional knowledge and competence.

About You Skills & Capabilities for the role

Qualifications:

  • Preferably educated to Higher Level or equivalent.
  • Experience in a face to face customer service role environment, preferably in a branch setting.
  • Previous experience working with Microsoft Office programmes.

Desired experience:

  • Working within a Financial Services organization.
  • Tenured experience working within a Customer Service environment.

Behaviours:

  • Responsibility
  • Integrity
  • Respect

Essential skills:

  • Accuracy and attention to detail.
  • Ability to work effectively in a team environment.
  • Excellent numeric abilities.
  • Good verbal and written communication skills.
  • Problem solving.
  • Honesty and integrity.

This list is not exhaustive, and the post holder may be required to carry out other tasks in accordance with terms and conditions of contract.

PLEASE DO NOT APPLY FOR THIS ROLE UNLESS YOU HAVE RECENT DEMONSTRABLE RELEVANT EXPERIENCE AND THE RIGHT TO WORK IN THE UK.

Location

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