Geraldine Kenny
Join date: July 2001
Location: Head Office - Savings Service
I’ve worked for the Yorkshire Building Society for 7 years. Having recently had my second child, I’d been looking to change career with a view to working part time. When the position in Savings Service was recommended to me by my sister-in-law who works at Head Office, I jumped at the chance.
I’m currently a Performance Coach within Savings Service. I work Monday to Friday 9.45 to 4.30 and my time is split 50/50 between coaching reps and dealing with customer enquiries, ranging from mortgages to investment. My varied schedule is worked on a two week rota, week 1 being three phone days and two coaching days and week 2 two phone days, three coaching days.
On a phone day I take a variety of calls on any aspect of mortgages, savings or sharesave. Call volumes vary from day to day and on what time of year it is, but on an average day I take around 70 calls. If I’m on a coaching day, my time is used to prepare and deliver coaching. Coaching requests can range from small skill gaps to delivering a full training course.
I love my current role; it brings so much variety to my day and it’s a real challenge. I have the bonus of flexible hours and feel that I’ve always had the support I need both in a professional and personal capacity. It’s good to know, particularly as it can be a demanding department to work in when call volumes are high and I have to be able to switch from one type of call to another. We all have a vast knowledge base because of the variety of calls we receive both from customers and branches, which is great as I feel really challenged and valued.
Working here gives me a sense of security. It’s a solid business to be a part of and there are plenty of full-time job opportunities. When you look at the benefits we receive I can’t complain! Regular pay reviews, our annual bonus, gym, subsidised restaurant at Head Office, eyecare vouchers and incentives schemes to name a few. Our training and support is thorough and part of my role is to continue this support throughout the initial induction via the Development Academy. Add to that events during the year that include theme days and dress down days, and there’s a good balance between work and fun. I wouldn't hesitate in recommending Yorkshire Building Society as an employer.
