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Customer Service Advisor

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The Co-operative Bank

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • Manchester

AI generated summary

  • You must have customer-facing experience, IT skills, ability to follow regulations, and deal with challenging customers. Strong attention to detail, communication, and problem-solving skills are essential.
  • You will handle high volumes of inbound calls, assess banking needs, multi-task across systems, solve problems, educate customers on safety, and help prevent financial crime.

Requirements

  • Strong experience in a customer facing role, including telephony, retail or hospitality
  • Evidence of IT skills and a demonstrable ability to learn and use new systems
  • Ability to follow and understand regulatory policies and processes
  • Experience in dealing with challenging or vulnerable customers
  • A background of working in a fast paced environment and achieving targets or deadlines
  • High attention to detail
  • Robust listening and problem solving skills
  • Clear and concise two way communication skills – both written and verbal
  • A passion to deliver an exceptional customer centric approach

Responsibilities

  • You will be taking high volumes of inbound calls and identifying customers’ banking needs, whilst guaranteeing the right outcome for our customers and the bank.
  • As you progress you will learn more skills that will develop your knowledge and capabilities, including identifying, preventing and stopping financial crime.
  • As the first point of contact for our customers, you’ll be multi-tasking across different systems whilst providing high quality service.
  • You’ll be problem solving and bringing a unique perspective to challenge and help shape our customer journey.
  • By educating customers on safer ways of banking, you’ll be providing protection from scam and fraud attacks, helping keep their money safe.

FAQs

What is the location for the Customer Service Advisor position?

The position is located in Manchester.

What is the starting salary for the Customer Service Advisor role?

The starting salary is £22,250 plus enhancements and benefits.

What are the working hours for this role?

This is a full-time position with 35 hours per week, and shifts are set on a 4-week rota between Monday-Friday 8am-7pm and Saturday & Sunday 9am-5pm.

What types of experience are required for this position?

We are looking for candidates with strong experience in customer-facing roles, including telephony, retail, or hospitality.

What skills are necessary for the Customer Service Advisor position?

Necessary skills include robust listening and problem-solving abilities, clear communication skills, attention to detail, and an ability to learn and use new IT systems.

Are there any benefits associated with the Customer Service Advisor role?

Yes, benefits include 27 days holiday rising to 30 with service, opportunities for upskilling and associated pay increases, 2 paid volunteering days per year, and a performance-based annual bonus scheme.

What is the recruitment process for this role?

The recruitment process includes an initial call with a recruiter, a HireVue video assessment, and a final stage competency-based interview.

Do you require candidates to have the right to work in the UK?

Yes, we can only consider candidates with the right to work in the UK at this time.

What background checks are conducted for this position?

All offers of employment are subject to a series of background checks, including criminal (DBS) and financial checks.

Can I obtain further information about the role or the application process?

Yes, you can contact careers@co-operativebank.co.uk for more information or if you require this document in a different format.

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The Co-operative Bank

Finance
Industry
1001-5000
Employees
1872
Founded Year

Mission & Purpose

Our story began in 1872 in Victorian Rochdale and the co-operative values on which our bank was built 150 years ago still stand today. They are more than the foundations of the bank, they are what connect us together – colleagues, customers, the businesses who bank with us, charities we support and the issues we stand for. Since 1992, our unique customer-led Ethical Policy gives our customers a say in how their money is used and commits us to campaigning for the causes that matter to them. Because unlike a lot of banks, we understand the power your money has, and the difference it can make to the planet, people, and the community. We haven’t financed the production or extraction of fossil fuels for over 20 years and we won’t do business with organisations that fail to implement basic human rights. Do you know how your bank invests your money? Not many people do.