Customer Service Assistant - Romford

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

Benefits offered by this job

28 days holiday

Discretionary bonus

Enhanced pension

Parental leave

Wellbeing support

Life assurance

Job summary

Coventry Building Society in Romford is seeking a customer service focused colleague to be the first point of contact for personal and business banking customers. The role supports customers across in-person, telephone and secure messaging channels on a 12-month fixed-term contract, with Monday–Friday 8:30–16:00 and one day per week at the Southend branch.

The role emphasizes accuracy, compliance and protecting customers from fraud while guiding them to suitable Personal Banking Team

Qualifications

• Experience in a customer service environment.
• Direct interaction with customers and delivering high-quality service daily.
• Strong attention to detail when handling customer data and records.

Responsibilities

• Be the first point of contact for personal and business banking customers in Romford.
• Support customers through the digital transformation across in-person, phone and secure messaging channels.
• Encourage customers to book appointments with the Personal Banking Team for additional products and services.
• Identify and address customer needs; manage cash handling and update customer records.
• Protect customers against fraud and scams; comply with regulatory requirements and branch policies.
• Work toward personal and team targets and contribute to service improvements.

Skills

Customer focus

Excellent service

Attention to detail

Digital literacy

Support vulnerable customers

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 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 schemeAnnual discretionary bonus schemePersonal pension with enhanced contributionsMaternity, paternity and shared parental leaveExtensive 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 youTo 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 basisGood attention to detail with experience of processing customer details or data accuratelyProficiency in assisting customers from diverse backgrounds, including vulnerable individuals.The ability to work in a fast paced environmentComputer literate with the ability to navigate quickly and confidently around multiple systemsExperience in these areas would be helpful:Experience of cash handlingFollowing policies and processesAbility to deal with more challenging or sensitive customer situationsProven success in achieving targets, objectives or deadlinesAbout 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.LocationRomford