Call Service Representative

CO-OP; Sheffield; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Annual incentive

Employee discount

Holiday entitlement 28–32 days

Employer pension contributions

Discounted gym membership

Wellbeing support

No late Friday finish (by 6:15pm)

Job summary

CO-OP is seeking a customer-focused team member based in the United Kingdom. The role involves taking inbound and making outbound calls to customers enquiring about services, documenting queries, and updating records in the system.

You will explain services clearly, offer suitable solutions, and complete ad-hoc tasks to support the team. You’ll connect with local community groups to host free advice information clinics and identify new groups to engage with.

Qualifications

• Experience in a customer-facing role.
• Strong written and verbal communication skills.
• Ability to meet performance and productivity targets.
• Adaptable in a fast-paced environment.

Responsibilities

• Handle inbound and outbound calls from customers.
• Document queries accurately and update records.
• Explain services clearly and offer tailored solutions.
• Support the team with ad-hoc tasks.
• Engage with local community groups for information clinics.
• Identify new local groups for hosting clinics.
• Maintain great communication both written and by phone.

Skills

Customer service

Communication skills

IT literacy

Empathy

Tools

Word

Excel

Outlook

Office Suite

Job description

Working Hours & Locations

Monday to Friday (37.5 hours) between 9:00am and 5:00pm, with a minimum of 3 weekday evening shifts between 11:15am and 7:15pm (plus one in three Saturdays) Bristol or Sheffield.

You’ll complete your training for the first few months at one of our offices, then you’ll have some flexibility for hybrid working in line with our hybrid working policy.

Why this job matters

In this role, you’ll take inbound calls and make outbound calls to potential customers who are enquiring about our services. You’ll be the first point of contact for many of our clients, so we’ll look to you to approach each call with empathy and professionalism – providing a service we can be proud of. The work you do will make a real difference in building more value for our customers and member-owners.

What you’ll do

• Take in‑bound calls and make outbound calls to potential customers who have enquired about our services
• Accurately document customer queries and details, updating records on our system
• Explain our services to clients in a clear and understandable way
• Offer different solutions to customers based on their individual needs
• Complete a variety of ad‑hoc tasks to support the team
• Connect with local community groups to see how we can support them through our free advice information clinics
• Conduct research to identify new local community groups suitable to host our free advice information clinics
• Experience within a customer facing role
• The ability to work towards performance & productivity targets
• Great communication skills, both written and over the phone
• Good general IT skills, you're comfortable using programmes in the Microsoft Office suite such as Word, Excel, Outlook
• The flexibility to adapt to change in a fast‑paced environment

At Co‑op, we’re owned by our members. And because we’re owned by you, we can do right by you. So when you join us, you’re not just taking a job, you’re joining a movement. We’re an organisation that puts people and communities first, and we’re powered by purpose. We want this to be a place where you can thrive, so you’ll also receive:

Benefits

• An annual incentive scheme (based on personal and business performance)
• 30% off Co‑op branded products
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Discounted gym membership
• Coaching and training to support your career development
• Grocery Aid
• 24/7 access to a range of emotional, financial, and practical support services for you and your family
• No later than 6:15pm finish on Fridays

A place you’ll belong

We’re building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.