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Customer Service Advisor

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The Co-operative Bank

15d ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Banking & Finance
  • Manchester

AI generated summary

  • You must have strong customer service experience, IT skills, ability to handle challenging situations, attention to detail, and excellent communication skills, all while working in a fast-paced environment.
  • You will handle inbound calls, assess banking needs, multi-task across systems, solve problems, educate customers on safety, and help prevent financial crime while ensuring high-quality service.

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 of the Customer Service Advisor position?

The location of the Customer Service Advisor position is in Manchester.

What is the starting salary for this role?

The starting salary for the Customer Service Advisor role is £22,250, plus enhancements and benefits.

What are the working hours for this position?

The working hours for this position are full-time at 35 hours per week, with shift patterns set on a 4-week rota between Monday-Friday 8am-7pm and Saturday & Sunday 9am-5pm.

What qualifications are required for this role?

Candidates should have strong experience in a customer-facing role, evidence of IT skills, the ability to follow regulatory policies, and experience dealing with challenging customers.

What benefits are offered for this position?

Benefits include 27 days holiday rising to 30 with service, the opportunity to buy 5 extra days, upskill opportunities with pay increases, 2 paid volunteering days per year, and a performance-based annual bonus scheme.

What is the recruitment process for this job?

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

Is this position open to candidates without the right to work in the UK?

No, the position can only consider candidates with the right to work in the UK at this time.

Are background checks required for this role?

Yes, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.

Where can I find more information about the benefits offered?

For a full list of benefits, please visit our careers site.

How can I contact for more assistance or information about the job?

You can contact for more information or to request the document in a different format at careers@co-operativebank.co.uk.

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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.