This is a great opportunity to join Bath Building Society to play a critical part in supporting the Society’s growth and meeting our customers ongoing requirements. You will be responsible for processing applications from offer to completion, while providing exemplary service for our customers. You will also handle all aspects of existing customer queries, from changes during the lifecycle of the mortgage, right through to redemption. You will be expected to take responsibility for ensuring daily tasks are performed by the post offer team and ensuring that process manuals are updated and maintained.

You will also take responsibility for the arrears process from initial non-payments, agreeing short term forbearance arrangements, through to litigation when required. You will have an empathetic and decisive approach to arrears management.

The role is hybrid, based at the Society’s Head Office, and the successful candidate will have the flexibility to manage their own working pattern between home and office with the expectation to attend the office approximately three days per week.

Located on Queen Square in the centre of the beautiful city of Bath, the Society has been serving the city and supporting our local community since 1904. As a mutual Society we are committed to being an employer of choice, creating a diverse and inclusive team, managing our environmental impact, and supporting our local community.

We are proud of the strong supportive culture at the Society. It’s a highly collaborative environment with great team spirit and we’re all passionate about providing a personalised service for our members.

There’s a lot of exciting business change initiatives taking place right now and you’ll be working with great people who know their stuff and are committed to making change happen, while remaining true to the Society’s core values.

 What you will be doing:

• To monitor and ensure daily tasks are performed by the Post Offer team within appropriate timescales, and implement a weekly rota
• To process all mortgage completions, ensuring effective and timely communication with Solicitors and direct customers, while meeting SLA’s.
• Undertake stage releases and retention releases within our SLAs
• Complaint handling within the required timescales
• Active management of the Society’s arrears cases by way of written and verbal communication with the borrowers, agreeing forbearance where suitable and instructing litigation where necessary.
• Identify and monitor vulnerable customers and maintain records as appropriate.
• Liaise with the CMO/CEO in respect of longstanding and higher profile/value cases including meeting with the borrowers where beneficial.
• Attend Credit Committee to present the arrears data
• To update and maintain process guides
• To provide redemption statements where requested and redeem mortgages on receipt of funds.
• Enact all aspects of account updates, including but not limited to change of address, change of name and change of Direct Debit payments.
• To ensure procuration fee payments are remitted accurately and swiftly.
• To ensure the required documentation has been provided that confirms the Society’s charge is in place.
• Accurately key information into our core systems.
• Maintain accurate records within our core systems and document repository.
• Ensure Packagers, Brokers and Direct customers are provided with a high level of quality service and kept informed at every stage of the process.
• Ensure feedback is requested at all relevant touchpoints.
• Liaise with the underwriters and sales team to ensure a smooth customer journey.
• Ensure the pipeline is accurately maintained, and any applications that are to be cancelled are actioned promptly.
• Collaborate effectively with the Business Change team during group initiatives, to ensure the departments needs are made through positive interactions.

 Qualifications and Competencies:

• Experience in Financial Services, ideally within an arrears or vulnerable customer setting.
• CeMAP qualified, or willing to complete the qualification within an agreed timescale.
• Strong analytical and problem-solving skills.
• Excellent communication, interpersonal, and presentation skills.
• Ability to build strong relationships and influence stakeholders at all levels.
• Self-motivated, conscientious and results focused.
• Good self-management, organisation, and planning skills.
• Proactive and tenacious, always seeking improvement and opportunities to learn.
• A ‘can do’, business enabling approach.
• Experience of working with Mortgage Origination Platforms and Sopra Banking Software would be desirable.

Why should you apply?

Here’s just some of the reasons our colleagues love working at Bath Building Society:

• Central Bath location with hybrid working opportunities when the job allows
• Competitive salaries and a good work life balance, we don’t expect you to work silly hours
• 27 days holiday (plus bank holidays) with the option to buy an additional five days
• A day off on your birthday
• A day off a year to take part in our community volunteering programme
• Generous pension scheme
• Life Insurance (four times your salary)
• Healthcare benefits after a qualifying period
• Colleague Forum
• Diversity & Wellbeing Forum
• Support from Mental Health First Aiders
• Refer A Friend scheme
• Sharing in Success: Annual bonus scheme based on both the performance of the Society and your individual performance
• Access to the Wider Wallet employee discounts portal to enjoy discounts off nationwide brands
• We also have regular social events and some of the best parties!

Closing date: 7th April 2025.

*We reserve the right to close this vacancy early if we receive sufficient applications for the role. So if you are interested, please submit your application as soon as possible.

This is a great opportunity to work within the friendly customer service team of Bath Building Society, providing excellent support to our customers, head office and Branch network. You will help customers open, manage and operate their savings accounts, being the first point of call for all customer queries for customers choosing to contact us by direct channels including Bath Online, email, web chat, post, and telephone.

 The role is based at the Society’s Head Office, and the successful candidate is expected to attend the office at least three days a week. There will also be the requirement to work in a branch, 1 in 4 Saturdays per month.

Located on Queen Square in the centre of the beautiful city of Bath, the Society has been serving the city and supporting our local community since 1904. As a mutual Society we are committed to being an employer of choice, creating a diverse and inclusive team, managing our environmental impact and supporting our local community.

We are proud of the strong supportive culture at the Society. It’s a highly collaborative environment with great team spirit and we’re all passionate about providing a personalised service for our Members.

There’s a lot of exciting business change initiatives taking place right now and you’ll be working with great people who know their stuff and are committed to making change happen, while remaining true to the Society’s core values.

The role:

Primarily to provide customer service and administration support for members and savers who chose to transact with us remotely.

You will be helping customers open, manage and operate their savings accounts, being the first point of call for all customer queries for customers choosing to contact us by direct channels including Bath Online, email, web chat, post, and telephone.

Other responsibilities include:

• Be first point of contact for all savers who close to deal with us ‘directly’.
• To deal with customers wishing to deposit or withdraw funds. Process new account applications, make amendments to existing accounts. Process standing order requests, fund transfers including faster payments and CHAPS, accurately and within agreed timescales.
• To support the effective operation of the Society’s online systems and savings accounts, promoting the benefits of “Bath Online” to customers.
• Be able to answer all customer queries, on all the Society’s accounts range, (including the more specialist business and professional accounts).
• Play an active role in all Customer Relationship Management and customer retention initiatives, achieving annual customer service initiative targets as agreed.
• Take ownership for customer complaints and forward to the appropriate department, including recording where necessary.
• Follow agreed procedures created to protect members and Bath Building Society. Be alert for suspected money laundering issues, and complete all required Compliance training each year.
• Apply the Society’s “Values” in all aspects of the role and ensure any areas where you believe the Society could improve or amend its policies and procedures are highlighted to the appropriate forums and/or committees in a timely manner.
• To be aware of the operational risks related to the job and how they relate to the overall risk management of the Society.
• Adopt a “get it right first time” approach and maintain 100% accuracy in respect of general processing.
• Provide support to other areas of the Society, where required.
• When needed, stand in for branch staff should there be a situation where the branch ‘pool’ is insufficient to service the needs of customers seeking a face-to-face service.
• Assist with projects aimed at improving customer service and experience.
• Positively motivate the Branches and Customer Service Department team members, that is responsible for servicing and supporting our members and other savers.

Skills and competencies:

• Good communication skills – both oral and written
• Keen to provide an exceptional customer experience
• Good listening skills
• The ability to take ‘ownership’ of customer queries and complaints
• Excellent team-working skills
• Good interpersonal skills
• Ability to work under own initiative – increasingly working remotely and from home
• Excellent attention to detail
• Good Microsoft Office skills
• Time Management
• Project Management Skills.

Why should you apply?

• Central Bath location with hybrid working opportunities when the job allows
• Competitive salaries and a good work life balance, we don’t expect you to work silly hours
• 27 days holiday (plus bank holidays) with the option to buy an additional five days
• A day off on your birthday
• Two days off a year to take part in our community volunteering programme
• Generous pension scheme
• Life Insurance (four times your salary)
• Healthcare benefits after a qualifying period
• Colleague Forum
• Diversity & Wellbeing Forum
• Support from Mental Health First Aiders
• Refer A Friend scheme
• Sharing in Success: Annual bonus scheme based on both the performance of the Society and your individual performance
• Access to the Wider Wallet employee discounts portal to enjoy discounts off nationwide brands
• We also have regular social events and some of the best parties!

Closing date: 31^st March 2025

*We reserve the right to close this vacancy early if we receive sufficient applications for the role. If you are interested please submit your cv as soon as possible.

Salary range: £30,000 – £33,000 Dependant on Experience

This is a great opportunity to join Bath Building Society as a Governance & Facilities Officer, playing a key role in governance, administration, and facilities management. Working closely with the Facilities & Governance Officer, you’ll support the Chief Executive, Financial Controller & Society Secretary, and Board members—ensuring compliance, efficient operations, and a well-managed workplace. This varied role offers the chance to collaborate with dedicated colleagues and make a real impact on the Society’s success.

The role is hybrid, based at the Society’s Head Office, and the successful candidate will have the flexibility to split their time between home and office with the expectation to attend the office approximately three days per week.

Located on Queen Square in the centre of the beautiful city of Bath, the Society has been serving the city and supporting our local community since 1904. As a mutual Society we are committed to being an employer of choice, creating a diverse and inclusive team, managing our environmental impact, and supporting our local community.

We are proud of the strong supportive culture at the Society. It’s a highly collaborative environment with great team spirit and we’re all passionate about providing a personalised service for our members.

What you will be doing:

• Support the Society Secretary with all governance and corporate administration for the Society;
• Provide full secretarial support to Executive and Management committee chairs;
• Provide administrative support to the Chief Executive, Financial Controller & Society Secretary, Board members and members of the Executive Committee; and
• Jointly manage all facilities requirements across the Society.

Key Administrative Responsibilities

• Support the Financial Controller & Society Secretary to ensure the governance of the Society is in line with all statutory and regulatory requirements.
• Provide full secretarial and administrative support services to the Chief Executive, Financial Controller & Society Secretary, Board members and Executive Committee
• Act as Secretary and Minute taker for the Executive Committee and Society Management Committees.
• Collate and manage the Board and Committee paperwork on the Society’s governance portal (Admincontrol).
• Manage the policy approval process ensuring the timely completion of policy updates and approvals.
• Manage the scheduling of all Board and Management Committee meetings in consultation with the Financial Controller & Society Secretary.
• Maintain reception duties in association with the Facilities & Governance Officer

Key Facility Responsibilities

• Ensure all Society premises are well maintained and manage contractors to ensure they deliver value for money and comply with all safety requirements.
• Work with the Financial Controller & Society Secretary to set the Corporate Services department budget and proactively manage costs prudently in line with the budget.
• Act as Health and Safety Officer to ensure the colleagues and the Society comply with all Health & Safety regulations.
• Co-ordinate the annual insurance renewal with the Financial Controller & Society Secretary. Ensure that the Society complies with all insurance policies and manage any claims.
• Manage the cleaning contracts for Head Office and Branches.
• Liaise with the alarm company and manage all key holders to ensure the physical security of Head Office and the two Branches.

Other Responsibilities

• Make all travel and accommodation arrangements for the Chief Executive, Board and Executive Committee as required.
• Work with the Financial Controller & Society Secretary to ensure the AGM is run smoothly and professionally.
• Coordinate catering orders and directly support delivery and removal of catering.
• Be prepared to get involved in other Administration and Facilities related projects and research as required.

Qualifications and Competencies:

Essential

• Good experience in taking committee meeting minutes.
• Strong experience in efficient administration and governance arrangements.

Desirable

• No formal qualifications are required, but a willingness to invest in your development including building up knowledge of some aspects of facilities management through training courses is required.
• Knowledge of core Financial Services and/or building society terminology or have demonstrable keenness to learn this.
• A good knowledge and understanding of building and office environments.
• IOSH or NVQ Certificate(s)

Key skills and Competencies

• Excellent interpersonal and communications skills.
• Integrity, honesty and discretion when dealing with confidential information.
• Ability to prioritise time, plan, organise and work independently using your own initiative.
• Ability to work well within a team and independently.
• Competent using different IT systems, with good knowledge of all Microsoft applications.
• Good knowledge and understanding of Health and Safety in the workplace

The ideal candidate with have a proactive, positive and helpful mindset.  We want to make Bath Building Society a great place to work for all colleagues and be recognised as an employer of choice in Bath.  You have the opportunity to influence the realisation of this goal!

Why should you apply?

Here’s just some of the reasons our colleagues love working at Bath Building Society:

• Central Bath location with hybrid working opportunities when the job allows
• Competitive salaries and a good work life balance, we don’t expect you to work silly hours
• 27 days holiday (plus bank holidays) with the option to buy an additional five days
• A day off on your birthday
• Two days off a year to take part in our community volunteering programme
• Generous pension scheme
• Life Insurance (four times your salary)
• Healthcare benefits after a qualifying period
• Colleague Forum
• Diversity & Wellbeing Forum
• Support from Mental Health First Aiders
• Refer A Friend scheme
• Sharing in Success: Annual bonus scheme based on both the performance of the Society and your individual performance
• Access to the Wider Wallet employee discounts portal to enjoy discounts off nationwide brands
• We also have regular social events and some of the best parties!

Closing date: 2nd April 2025

*We reserve the right to close this vacancy early if we receive sufficient applications for the role. If you are interested please submit your cv as soon as possible.