Customer Service Assistant

Co-operative Bank Plc; Exeter; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

28 days holiday

Annual discretionary bonus

Personal pension with enhanced_contris

Maternity, paternity and shared par­-e

Wellbeing support

Life assurance (6x annual salary)

Job summary

Co-operative Bank Plc in Exeter is seeking a customer-focused colleague to be the first point of contact for personal and business banking customers across in-branch, phone and digital channels. You will help customers, promote appointments with the Personal Banking Team, protect against fraud, work toward targets, follow regulatory requirements and collaborate with colleagues to improve service.

We offer a supportive environment with ongoing training and opportunities within a growing branch

Qualifications

• Current experience in a customer focused role.
• Experience of interacting directly with customers and providing a great service on a daily basis.
• Good attention to detail with experience of processing customer details or data accurately.
• Proficiency in assisting customers from diverse backgrounds, including vulnerable individuals.
• The ability to work in a fast paced environment.
• Computer literate with the ability to navigate quickly and confidently around multiple systems.
• Experience of cash handling is helpful.

Responsibilities

• Serve as first point of contact for personal and business banking customers across channels.
• Encourage customers to schedule appointments with the Personal Banking Team.
• Protect and educate customers against fraud and scams.
• Work toward personal and team targets and objectives.
• Adhere to day-to-day regulatory and compliance requirements.
• Work as part of a team, sharing and identifying ways to improve the service provided by the branch.

Skills

Customer service

Communication skills

Attention to detail

Data entry accuracy

Diversity & inclusion awareness

Job description

This role is the first point of contact for personal and business banking customers within our Exeter branch, supporting customers through our digital transformation across a variety of channels including in person, telephone and secure messages. This role works Tuesday and Wednesday 8.45am - 5pm and alterative Saturdays 9am to 12pm. Other duties include identifying and addressing customer's needs, cash management control and utilising various internal systems to update customer records. The role holder will also encourage customers to schedule an appointment with our dedicated Personal Banking Team to discuss relevant additional products and services. The person in post will also be responsible for protecting and educating customers against fraud and scams and engaging with customers from various backgrounds including those who may be vulnerable. Day to day the role holder will work towards personal/team targets and objectives, adhere to day to day regulatory and compliance requirements and work as part of a team, sharing and identifying ways to improve the service provided by the branch. 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)

We are looking for someone with outstanding customer service skills, who excel in a fast paced environment, are motivated to succeed and want to thrive in a rewarding organisation. 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 have:

• Current experience in a customer focused role (e.g. retail, hospitality or call centre)
• Experience of interacting directly with customers and providing a great service on a daily basis
• Good attention to detail with experience of processing customer details or data accurately
• Proficiency in assisting customers from diverse backgrounds, including vulnerable individuals.
• The ability to work in a fast paced environment
• Computer literate with the ability to navigate quickly and confidently around multiple systems

Experience in these areas would be helpful:

• Experience of cash handling
• Following policies and processes
• Ability to deal with more challenging or sensitive customer situations
• Proven success in achieving targets, objectives or deadlines

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