Customer Service Assistant

The Coventry Building Society; Ilford; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

28 days holiday

Discretionary bonus

Pension with enhanced contributions

Parental leave

Wellbeing support

Life assurance (6x salary)

Job summary

The Coventry Building Society is seeking a customer-focused professional for our Ilford branch. You will be the first contact for personal and business banking customers, assisting across in-person, phone, and secure messaging channels.

You will guide customers through digital changes and encourage appointments with the Personal Banking Team for extra products and services. You will protect customers from fraud, handle data accurately, and support a diverse client base while working toward

Qualifications

• Current experience in a customer-focused role (e.g. retail, hospitality or call centre).
• Experience interacting directly with customers and delivering great service daily.
• Proficiency in handling customer data accurately and securely.

Responsibilities

• Serve as first point of contact for personal and business banking customers in the Illford branch across in-person, telephone, and secure messaging channels.
• Support customers through our digital transformation and promote appointment scheduling with the Personal Banking Team for additional products and services.
• Protect and educate customers against fraud and scams, and assist customers from diverse backgrounds including vulnerable individuals.
• Contribute to achieving personal and team targets while complying with regulatory requirements and improving branch service.

Skills

Customer service

Multichannel support

Attention to detail

Fraud awareness

Tools

Internal systems navigation

Job description

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. This role is the first point of contact for personal and business banking customers within our Illford branch, supporting customers through our digital transformation across a variety of channels including in person, telephone and secure messages. 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. This role is Monday to Friday 8.30am - 4.30pm. 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.

Benefits

• 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.

Requirements

• 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 that 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.