Customer Service Advisor

Co-operative Bank plc; Manchester; On-site; GBP 23,000 - 27,000; Full time

Job summary

Join a leading ethical bank as a Customer Service Advisor in Manchester. You will handle inbound calls, assisting customers with their banking needs while ensuring a high-quality service. This role offers a starting salary of £23,000, with opportunities for professional growth and a supportive work environment.

Benefits

27 days holiday rising to 30 with service

2 paid volunteering days per year

Performance based bonus scheme

Premium pay for weekend working

Qualifications

• Strong experience in a customer facing role, including telephony, retail or hospitality.
• Ability to follow and understand regulatory policies and processes.
• High attention to detail and robust listening skills.

Responsibilities

• Taking high volumes of inbound calls and identifying customers’ banking needs.
• Educating customers on safer ways of banking to protect against scams.
• Multi-tasking across different systems while providing high quality service.

Skills

Customer service experience

IT skills

Problem solving

Communication skills

Job description

Customer Service Advisors – Call Centre

Location: Manchester City Centre, office based.

Start salary: £23,000 + enhancements & benefits Hours:

Full time 35 hours

Shift patterns are between Monday-Friday 8am-7pm and rotational Saturdays & Sundays 9am-5pm. Sample shift patterns are available upon request.

Start dates:21/07/2025

Vacancy Close Date: 28/05/2025

Want to change the world? Choose a career that makes a difference

At The Co-operative Bank we’re proud to be different. We’re proud ofour values and ethics, and our unique, customer-led Ethical Policy that shapes everything we do.

Born out of the co-operative movement over 150 years ago, you could say that doing the right thing has always been our thing.We don’t just help people with their money, but help people fight for justice and the causes they care about.

We put people at the heart of every decision we make and there’s never been a more important time for our Bank to stand up for the causes that matter most to our customers, colleagues and partner organisations.

Join us and help us continue to make progress in environmental and societal change, all with the UK’s original ethical bank.

What you’ll be working on:

• 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.

We’re looking for colleagues who have

• 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

Benefits

27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days Upskill opportunities with associated pay increases
2 paid volunteering days per year Performance based bonus scheme
Premium pay for weekend working For our full list of benefits please visit our company pages

Our recruitment process

• Initial call with recruiter
• Final stage competency based interview

We can only consider candidates with the right to work in the UK at this time.

We reserve the right to close this vacancy early if we receive a high number of suitable applications Therefore we encourage you to apply as soon as possible.

Our Bank is passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.

At the beginning of the year, The Co-operative Bank officially became part of the Coventry Building Society Group. Together, we have shared values and an ethical approach towards our members, customers and colleagues.

As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.