Customer Service Assistant - Derby

We’re Coventry Building Society Group; East Midlands; On-site; GBP 21,000 - 24,000; Full time

Benefits offered by this job

28 days holiday

Annual discretionary bonus

Personal pension

Maternity/paternity leave

Wellbeing support

Life assurance

Job summary

Coventry Building Society is seeking a proactive Customer Service Advisor at our Derby branch. You will be the first point of contact for personal and business customers across in-branch, phone, and secure messages, while supporting cash handling and updating customer records.

You will guide customers to book time with the Personal Banking Team to discuss relevant products, and educate about fraud prevention to ensure a safe experience.

Qualifications

• Experience in a customer-focused role (retail, hospitality, or call centre).
• Ability to update customer records accurately in internal systems.

Responsibilities

• Identify and address customer needs to deliver great service.
• Maintain cash handling controls and accurate records.
• Encourage appointments with Personal Banking Team for suitable products.
• Protect customers by educating about fraud and scams.
• Work toward personal and team targets and comply with regulations.

Skills

Customer service

Cash handling

Attention to detail

Regulatory compliance

Tools

CRM systems

Job description

About the roleWe 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 Derby branch, supporting customers across a variety of channels including in person, telephone and secure messages. This is a 12 month opportunity.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 schemeAnnual discretionary bonus scheme Personal pension with enhanced contributionsMaternity, paternity and shared parental leave Extensive wellbeing supportLife assurance (6 times annual salary)We reserve the right to close this advert early if we receive a high volume of suitable applicationsAbout youFor this role you’ll be a people person and it’ll be important that you can engage with a diverse range of people, find out how to help them best and give them a great experience with us.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 basisGood attention to detail with experience of processing customer details or data accuratelyExperience in these areas would be helpful:Experience of cash handlingFollowing policies and processesAbility to deal with more challenging or sensitive customer situationsAbout usIn 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 mattersWe understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.Proud to be a Disability Confident Committed EmployerWe’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.FeedbackWe are currently receiving a high number of applications for our roles and, while we review each one carefully against the advertised criteria, unfortunately we're unable to provide individual feedback. We will contact shortlisted candidates directly.LocationDerby