Customer Service Assistant - Newcastle Upon Tyne

Co-operative Bank plc; Newcastle upon Tyne; On-site; GBP 28,000 - 67,000; Full time

Benefits offered by this job

Annual discretionary bonus

Personal pension

Life assurance

28 days holiday + bank holidays

Job summary

Coventry Building Society Group is hiring a Customer Service Assistant in Newcastle Upon Tyne. You will be the first point of contact for personal and business banking customers, supporting them across in-branch and digital channels.

The role requires a passion for service, ability to handle fast-paced tasks, and a commitment to accuracy and security. Benefits include pension, bonus scheme, and generous holiday entitlement.

Qualifications

• 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.

Responsibilities

• First point of contact for personal and business banking customers in the Newcastle Upon Tyne branch across channels (in person, telephone, secure messages).
• Encourage customers to schedule appointments with the Personal Banking Team for products/services.
• Protect and educate customers against fraud and scams and support vulnerable customers.
• Work toward personal/team targets while adhering to regulatory/compliance requirements.
• Collaborate with the team to improve branch service and customer experience.

Skills

Customer service

Communication

Attention to detail

Cash handling

Job description

Customer Service Assistant - Newcastle Upon Tyne

• Customer Service Assistant - Newcastle Upon Tyne

About the role

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 Newcastle Upon Tyne branch, supporting customers through our digital transformation across a variety of channels including in person, telephone and secure messages. This role is Monday, Tuesday, Thursday & Friday 08:30 - 16:00 plus two Saturday mornings per month.

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
• Life assurance (6 times annual salary)

Find out more about the fantastic benefits of joining Coventry Building Society Group here.

We reserve the right to close this advert early if we receive a high volume of suitable applications

About you

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

About us

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

We 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 Employer

We’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.

Feedback

We 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.

£28,175 (includes a 15% shift allowance)

£25,725 FTE pro rata'd (includes a 5% shift allowance)

£28,175 (includes a 15% shift allowance)

Coventry-Binley Business Park, Hybrid, Manchester

All Departments All Departments:

Vacancy Type Employment Type:

Full Time

Up to £67,000 (dependant on relevant experience)

£25,725 FTE pro rata'd (includes a 5% shift allowance)

Coventry-Binley Business Park, Manchester