Advisor - Payment Operations

The Coventry Building Society; Manchester; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

28 days holiday

Annual discretionary bonus

Pension with enhanced contributions

Parental leave

Wellbeing support

Life assurance

Job summary

The Coventry Building Society is recruiting a Service support Senior Advisor in Manchester/Coventry on a hybrid basis. You will handle complex payment requests from members, customers and financial institutions and act as a specialist in exception cases.

You will provide information and guidance across the organisation, liaising with other areas in a fast-paced Payments Operations focused on meeting SLAs. We offer 28 days holiday, a discretionary bonus, enhanced pension, parental leave,

Qualifications

• Strong experience within a customer service environment.
• Ability to handle complex or sensitive payment situations.
• Ability to evidence decision making in tricky situations.

Responsibilities

• Process complex payment related requests from members, customers and financial institutions.
• Specialise in handling exception cases and act as subject matter expert.
• Provide information and guidance across the organisation and liaise with other areas.
• Work in a fast-paced Payments Operations with adherence to SLAs.

Skills

Customer service

Decision making

Empathy

Attention to detail

Flexibility

Job description

Service support Senior Advisors are responsible for processing complex payment related requests that we receive from our members, customers, and other financial institutions. These requests vary from supporting a query, acting on payment's that fail, dealing with a third party to handling payments that a member or customer may dispute. Due to the complexity and sensitivity required for the types of customer requests involved, decision making is a must for the role holder to identify the right course of action. The person in post will be multiskilled in a wide range of customer serving tasks but will specialise in certain customer journeys. The role holder will be a subject matter expert for the group and specialising in the handling of exception cases. Providing information and guidance to colleagues across the organisation and liaising with other areas of the business. Payment Operations is a fast-paced environment with serving customers efficiently a priority, so handling requests in a timely manner is required in accordance with the SLA's. We are recruiting within Manchester and Coventry operating on a hybrid approach with at least 2 days a week in the office. Our benefits include:

• 28 days holiday a year plus bank holidays and a holiday buy/sell scheme
• Annual discretionary bonus scheme
• Personal pension with enhanced contributions
• Maternity, paternity and shared parental leave
• Extensive wellbeing support
• Life assurance (6 times annual salary)

To be successful you'll have strong experience within a customer service environment with a passion for excellent customer service with a positive, enthusiastic and resilient approach.

For this role you'll need to be:

• Solutions focused - you'll love to solve complex problems and will be able to evidence decision making in tricky situations.
• Customer focused - You will have recent experience of great customer service - you'll thrive when you know your actions result in a happy customer.
• Empathetic - You'll need to be able to demonstrate empathy with customers who may be going through a difficult time.
• Detailed orientated - You'll need a strong attention to detail and be methodical in your approach.
• Flexible and agile: You need to be able to move from one task to another at the drop of a hat and used to working to tight timescales.

For this role you'll need to have:

• Experience within a customer service environment.
• Experience of dealing with complex / sensitive situations.
• All administration tasks require accuracy, and our teams are expected to work efficiently and will have SLAs to work towards. The basic elements of the role are data input across a range of tasks, and these will increase in complexity as you progress towards becoming a subject matter expert.

In 2025, Coventry Building Society purchased The Co-operative Bank. Bringing together our purpose‑led building society with the UK's original ethical bank was the start of an exciting journey.

Trusted by over four million people, we're a mutually owned business free from shareholders, and with our combined experience of almost 300 years, our ethics and dedication will continue to guide us. Together, we have shared values and an ethical approach towards our members, customers and colleagues. We're officially recognised as a 'Great Place to Work' and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and comprehensive support for wellbeing. We're serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know you'll build more than just a career with us.

Flexibility and why it matters