Customer Service Advisor

The Co-operative Bank plc; Manchester; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading UK ethical bank is seeking customer service representatives in Manchester City Centre. You will handle high volumes of inbound calls, assess customer banking needs, and ensure satisfactory outcomes. The role requires strong communication skills, experience in customer-facing roles, and a passion for ethical banking. This position offers flexibility in working between home and office, with an extensive benefits package including holidays and volunteer days.

Benefits

27 days holiday, rising to 30 with service

Performance based bonus scheme

Two paid volunteering days per year

Qualifications

• Strong experience in a customer facing role, including telephony, retail or hospitality.
• Ability to follow and understand regulatory policies and processes.
• Experience in dealing with challenging or vulnerable customers.

Responsibilities

• Taking high volumes of inbound calls to identify banking needs.
• Problem solving while providing high-quality service.
• Educating customers on safer banking practices.

Skills

Customer service experience

IT skills

Problem solving skills

Clear communication skills

Attention to detail

Job description

Location: Manchester City Centre, hybrid

Full time 35 hours

Shift Pattern: Flexibility required with shifts Monday to Friday from 8:00 AM to 6:00 PM, Saturdays and Sundays from 9:00 AM to 5:00PM (typically every other weekend).

Initial Training Schedule: For the first few weeks, training is a consistent Monday to Friday, 8:00 AM to 4:00 PM

We request no holidays be taken during the initial 12-week training period to ensure you get the best possible start.

(First 12 weeks of training will be based in our Manchester City Centre Office, once competent there will be availability to work from home up to 2 days per week)

Interviews will commence 26th Janaury.

Vacancy Close Date: 07/02/2025

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

Our recruitment process

• Initial call with recruiter
• Final stage competency based interview

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.

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

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

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.

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.