The Business
A new and exciting opportunity is now available for a Driver for our new Mobile Branch operation based out of Haddington Branch. The role is an extension of the Customer Service Officer position and will have primary responsibility for the safe operation of the mobile branch vehicle combined with a passion for delivering excellent customer service within the wider community in the East and Borders local market.
Applicants require to be 21 years or over, hold a valid Driving Licence, preferably with existing category C1, which is required to operate a Mobile Branch vehicle. Comprehensive training will be provided and any cost incurred to obtain appropriate licences will be reimbursed.
How does your role help you deliver Helpful Banking?
This role plays a significant part in helping us become the UK’s Most Helpful and Sustainable Bank as it is responsible for delivering an outstanding customer experience in every interaction with customers.
What you need to do?
Each Mobile Branch Team has a Driver who has overall responsibility for the safe operation and maintenance of their vehicle alongside all standard Customer Service Officer tasks and behaviours and answers to the Parent Branch Manager in this respect
Customer Service
In this role you will need to:
Put customers and their interests at the heart of all you do ensuring quality, timeliness and an excellent customer experience, fully recognising the importance of forming deep & meaningful customer relationships.
Understand what ‘Treating Customer Fairly means to you and your customers and deliver fair outcomes for customers in every transaction with them
Deliver quality customer interactions every time by adhering to professional appearance and courtesy standards
Ensure that all customer literature is up to date and available to customers
Support the Retail Transformation initiatives for the benefit of our customers and team
Where complaints are received and/or errors found, ensure that these are promptly resolved and reconciled
Participate in team based continuous improvement activity with the customer at the heart of all thinking
Deliver great customer service through achievement of targets as outlined in the Performance and Development Plan
People
In this role you will need to:
Passionate about dealing with people
Take ownership for own personal development
Keep up to date with key communications and changes to products and services by participating in training and briefing activities
Ensure you have met the requirements to do your job e.g. Complaints Handling Competence Assessment
Ensure you have regular 1:1s and performance conversations, completing all necessary paperwork, with your Personal Development Plan updated and reviewed regularly
Where requested act as a buddy to new starters
Achieve the people related targets as outlined in Performance and Development Plan
Conrol
In this role you will need to:
Ensure the correct implementation of the morning entry procedures
Ensure the correct implementation of the start of day procedures
Ensure the correct implementation of the end of day procedures
Ensure the day to day safe operation of the vehicle and tachograph
Manage the upkeep of cleanliness and appearance of the vehicle
Ensure compliance with the maintenance regime for the vehicle
Where involved in account opening ensure that all procedures are adhered to
Complies with relevant Group Policies, considers and escalates the adequacy and effectiveness of the business’s controls on a regular basis
Follows operating procedures which include relevant controls to meet Group and local policy requirements
Adhere to regulatory requirements, operational, credit and control processes
Adhere to the Bank’s Code of Conduct
Adhere to the Health and Safety responsibilities
Maintain an understanding of the Bank’s procedures and policies through Regular Reading and Viewing
Evidence that you implement effective controls through achievement of the control related targets as outlined in the Performance and Development Plan
It is the DRIVER’S responsibility to ensure that the Mobile Branch vehicle is in a roadworthy condition at all times and that they comply with the relevant Legislation and RBS / NatWest policy at all times.
They should:
Carry out daily checks
Report defects immediately
Keep the vehicle clean
Present the vehicle promptly for safety checks/ servicing.
Know and comply with the Highway Code
Be aware of Legislation and any changes
Be aware of and comply with Health and Safety requirements
Never speed
Always ensure that the vehicle is correctly loaded
Ensure the safety and comfort of passengers
Report any accidents
Ensure that they hold a valid and current Licence category to drive
Understand RBSG Driver Policy, sign their agreement and adhere to the controls outlined in the Driver Self Declaration Form
Comply with the Regulations in respect of Drivers’ Hours and the keeping of work records, where appropriate
Financials
In this role you will need to:
Undertake balancing and verification of money and /or data to ensure accuracy where appropriate.
Help the Branch grow quality revenue through the achievement of the financial related targets as outlined in the Performance and Development Plan.
What skills, knowledge and experience do you need to do your role?
You need the following for the role:
Great interpersonal skills and ability to simplify concepts for customers
Team working - display a ‘One team’ approach to working in teams within and across own business areas
Professional approach to daily work activities, maintaining high standards of personal conduct and appearance
Product Knowledge
Branch Banking processes and procedures e.g. Cash & Service
Understanding of RBS Group Policies, Processes and Procedures e.g. Regulatory, Risk, People etc
Understanding of the importance of the Helpful Banking behaviours
The Rewards
Upon joining the team you will receive an attractive reward package of between £15,968 and £18,250 pa. (pro rata for hours worked)
You will also have the opportunity to participate in a bonus scheme linked to helping our customers and the success of the business.
Generous holiday allocation of 33 days per year, made up of 25 days plus 8 bank holidays (pro rata for hours worked)
The RBS Group is recognised as having one of the most innovative and flexible reward programmes in the financial services sector, which means you can take it all as salary, use it to contribute to your pension or select from a great range of benefits.
This extensive range of benefits includes discount vouchers for popular high street stores, discounted protection products such as life assurance and private medical cover, as well as childcare vouchers and other attractive options.
Hours
Part Time Hours - 2 days per week (14 hours)
Permanent
Retail Hours Monday - Sunday 8.00 - 20.00
Some weekend work may be required
Your actual working hours will be discussed at interview
We have an extensive induction training programme to ensure you are able to meet the full requirements of the role. The induction training is run over a 3 week period and includes a number of workshops. All of these workshops are full time (5 days) and we require all attendees to attend all the workshops over this 3 week period.