Customer Service Assistant

The Coventry Building Society; Romford; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

28 days holiday

Discretionary bonus

Pension plan

Family leave

Wellbeing support

Life assurance

Job summary

The Coventry Building Society is seeking a Customer Service Advisor at our Romford branch to be the first point of contact for personal and business banking customers. You will support customers through our digital transformation across in person, telephone and secure messages, while working Monday to Friday 8:30–16:00 and one day a week from Southend.

This fixed-term 12-month role requires strong customer service skills, accuracy in data handling, and a proactive approach to safeguarding

Qualifications

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

Responsibilities

• Be the first point of contact for personal and business banking customers at Romford branch.
• Support customers through our digital transformation across multiple channels (in person, telephone, secure messages).
• Encourage customers to schedule appointments with the Personal Banking Team for additional products and services.
• Protect and educate customers against fraud and scams; adhere to regulatory and compliance requirements.
• Work as part of a team to meet personal and branch targets and improve service.

Skills

Customer service

Data accuracy

Systems navigation

Cash handling

Target achievement

Diversity & inclusion

Job description

This role is the first point of contact for personal and business banking customers within our Romford branch, supporting customers through our digital transformation across a variety of channels including in person, telephone and secure messages. This role will be working Monday - Friday: 8:30 - 16:00 with an expectation to work one day a week from Southend branch. This is a fixed term contract for 12 months. 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 reserve the right to close this advert early if we receive a high volume of suitable applications.

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.