Customer Service Officer

The Co-operative Bank; Caerphilly; On-site; GBP 19,000 - 23,000; Full time

Job summary

A reputable financial institution is looking for a Customer Service Officer in Caerphilly. The role involves assisting customers with their banking needs, supporting digital services, and participating in community engagement activities. Candidates should have a background in customer service and a commitment to providing excellent support. A competitive salary and various employee benefits are offered.

Benefits

27 days holiday rising to 30 with service

Competitive pension with up to 10% employer contribution

Income protection / life assurance

Mental health support and well-being services

2 paid days for volunteering

Corporate discount for over 800 retailers

Family-friendly policies

Qualifications

• Previous experience in a customer service environment is essential.
• Proven success in achieving targets, objectives or deadlines.
• Computer literate with ability to navigate multiple systems.

Responsibilities

• Act as first point of contact for customers.
• Support customers through digital transformation.
• Engage with diverse customers and address needs.

Skills

Customer service experience

Cash handling knowledge

Positive attitude

Computer literacy

Ability to assist vulnerable individuals

Ability to work in fast-paced environment

Job description

Customer Service Officer

Location: Cardiff and Caerphilly
Salary: £23,000
Contract: 12 month (fixed term)
Hours: Full Time - 35 hours per week (Mon‑Fri 08:30‑16:00)

Want to change the world? Choose a career that makes a difference. At The Co‑operative Bank we’re proud to be different, guided by our values and ethics and a customer‑led Ethical Policy that shapes everything we do.

Typical day will look like

• Act as the first point of contact for personal and business banking customers within the branch and support customers through our digital transformation
• Support customers across a variety of channels including in person, telephone and secure messages
• Identify and address customers’ needs
• Cash management control
• Utilise various internal systems to update customer records
• Encourage customers to schedule an appointment with our dedicated Personal Banking Team to discuss additional products and services
• Protect and educate customers against fraud and scams
• Engage with customers from various backgrounds including those who may be vulnerable
• Work towards personal/team targets and objectives
• Adhere to day‑to‑day regulatory and compliance requirements
• Work as part of a team, share and identify ways to improve the service provided by the branch
• Participate in community outreach work and charity projects

Knowledge, skills and experience required

• Previous experience in a customer service environment is essential (knowledge of cash handling is advantageous)
• A passion for excellent customer service with a positive, enthusiastic and resilient approach
• Proven success in achieving targets, objectives or deadlines
• Computer literate with the ability to navigate quickly and confidently around multiple systems whilst speaking to customers
• Proficiency in assisting customers from diverse backgrounds, including vulnerable individuals
• Ability to work in a fast‑paced environment

What you can expect from us

• 27 days holiday rising to 30 with service, plus the opportunity to buy 5 extra days
• Competitive pension with up to 10% employer contribution
• Income protection / life assurance
• Commitment from employers to continued learning & development
• Well‑being support “Help@Hand” offers mental health support, physiotherapy, GP's for both you and your family
• 2 paid days for volunteering per year
• Corporate discount “MyReward” for over 800 retailers and Cycle to Work Scheme
• Family‑friendly policies and supportive working environment
• Colleague network groups committed to inclusion and diversity within our Bank

We can only consider candidates with the right to work in the UK at this time. Our Bank is passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.

At the beginning of the year, The Co‑operative Bank officially became part of the Coventry Building Society Group. Together we have shared values and an ethical approach towards our members, customers and colleagues.

The Co‑operative Bank is a reputable employer regulated by the Financial Conduct Authority (FCA). All offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks.

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

Rated by Morningstar Sustainalytics in the Regional Banks sub‑industry with a score of 11.2 as of 14 January 2025.