Job Title: Customer Adviser

Reports to: Operations Manager

Banding: Administrator             

Based at: Caerphilly, Tredegar and Blackwood

Hours: Full-time 37 hours per week or part-time as agreed individually, Monday to Friday (occasional out-of-hours work may be required)

Main purpose: To provide customer service, cashier duties and general administration within Smart Money Cymru’s branch offices; dealing with members’ enquiries and needs, helping members with services and transactions, processing transactions and loans; supporting the overall growth of Smart Money Cymru through marketing activities and promotion of services.

Main Roles & Responsibilities:

  • Provide high levels of customer service
  • Cashier duties – serving members at the branch offices
  • Daily banking of cash and cheques
  • Dealing with queries and enquiries, assist in resolving any issues/problems
  • Answering telephones, recording and relaying messages, reviewing answering machine messages
  • Correspond to members by letter, email and text as required
  • Help to raise public awareness about products and services offered by Smart Money Cymru
  • Assist in meeting targets for recruiting new members, loans and deposits
  • Deal with incoming and outgoing mail including emails
  • Provide accurate information in accordance with legislation and Smart Money Cymru policies
  • Accurate processing of withdrawals and member transfers
  • Accurate data processing using various software
  • Accurate maintenance of filing/scanning systems
  • Processing loan applications
  • Processing corporate membership applications and accounts
  • Dealing with deceased members’ accounts
  • Child Trust Fund administration
  • Administering payments/monitoring/liaising with local authority housing benefits departments and private landlords
  • Administering payments/monitoring/liaising with Bond Board organisations
  • Assist in training volunteers, looking after service points and other volunteer services
  • Provide cover for the Finance Administrator and credit control as required from time-to-time
  • Any other duties that could be reasonably expected in this post and in the best interests of Smart Money Cymru


Person Specification

Experience and competencies

  • Good literacy and numeracy skills
  • Computer literate (use of Microsoft Office, particularly Word and Excel)
  • Appreciation of and commitment to the overall aims and purpose of the credit union movement
  • Able to communicate effectively and empathetically with members/customers and other key contacts and colleagues
  • Able to work in a busy office environment


Personal Specification

  • Committed to the values of Smart Money Cymru
  • Able to work under pressure, to tight deadlines and with minimal supervision
  • Good interpersonal skills
  • Good organisational skills, ability to prioritise and work on own initiative
  • Able to work as part of the team
  • Flexible, yet focused
  • To be totally confidential
  • To be committed to working in a team of paid and volunteer staff
  • Willing to participate in training


To apply: download the application form below, and email it to Terri on

Download the application form