Customer Service Officer

The Co-operative Bank plc

Exeter

On-site

GBP 21,000 - 25,000

Full time

14 days+

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Benefits offered by this job

27 days holiday rising to 30 days

Competitive pension with up to 10% employer contribution

Wellbeing support including mental health services

Family friendly policies

Job summary

A leading ethical banking institution in Exeter is seeking a Customer Service Officer to enhance the customer experience. The role encompasses acting as the primary contact for banking customers, supporting them through digital transformation, and providing cash management services. Ideal candidates will possess previous customer service experience and a passion for helping diverse clients. Comprehensive training and a supportive environment are provided. The salary and work patterns are competitive, with options for personal and professional growth.

Qualifications

Previous experience in a customer service environment is essential.
Computer literate and able to navigate multiple systems confidently.
Proven success in achieving targets and objectives.
Proven ability to meet targets and deadlines.
Able to navigate multiple computer systems while assisting customers.

Responsibilities

Act as first point of contact for customers.
Support customers across various channels.
Identify and address customer’s needs.
Manage cash transactions and cash handling controls.
Update customer records in internal systems and ensure data accuracy.
Encourage customers to book appointments with the Personal Banking Team for more complex needs.
Protect and educate customers against fraud and scams.
Support a diverse customer base, including vulnerable individuals, with empathy.

Skills

Customer service experience

Knowledge of cash handling

Positive and resilient attitude

Proficiency with computer systems

Ability to assist diverse customers

Ability to work in a fast-paced environment

Job description

Overview

Join to apply for the Customer Service Officer role at The Co-operative Bank plc

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Pay range and location

This range is provided by The Co-operative Bank plc. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Role: Customer Service Officer

Location: Exeter city centre

Ad-hoc Support required for Plymouth branch

Full Time: 35 hours

Work pattern: 09:00 - 16:30 and every other Saturday 09:00 - 13:00

Company values and environment

Want to change the world? Choose a career that makes a difference

At The Co-operative Bank we’re proud to be different. We’re proud of our values and ethics, and our unique, customer-led Ethical Policy that shapes everything we do.

Born out of the co-operative movement over 150 years ago, you could say that doing the right thing has always been our thing. We don’t just help people with their money, but help people fight for justice and the causes they care about.

We put people at the heart of every decision we make and there’s never been a more important time for our Bank to stand up for the causes that matter most to our customers, colleagues and partner organisations.

Join us and help us continue to make progress in environmental and societal change, all with the UK’s original ethical bank.

Working in one of our branch offices is all about the customer experience, what our customers see, hear and feel and is not just simply a transaction. That’s why Moneyfacts have awarded us the ‘Branch Network of the Year’ several years running!

We have a great opportunity for anyone who is looking to kick-start or continue their career with the financial services industry. It doesn’t matter if you haven’t worked in a bank before, as you will benefit from our comprehensive training program and supportive environment. You will develop expertise in banking practices and gain a deep understanding of our customers, products and services.

We are looking for people with outstanding customer service skills, who excel in a target driven environment, are motivated to succeed and want to thrive in a fast-paced and rewarding organisation.

What a typical day will look like:

Acting as the first point of contact for personal and business banking customers within the branch and supporting customers through our digital transformation
Supporting customers across a variety of channels including in person, telephone and secure messages
Identifying and addressing customer’s needs
Cash management control
Utilizing various internal systems to update customer records
Encouraging customers to schedule an appointment with our dedicated Personal Banking Team to discuss additional products and services
Protecting and educating customers against fraud and scams
Engaging with customers from various backgrounds including those who may be vulnerable
Working towards personal/team targets and objectives
Adhering to day to day regulatory and compliance requirements
Working as part of a team, sharing and identifying ways to improve the service provided by the branch
Participating in community outreach work and charity projects

Knowledge, skills and experience required:

Previous experience gained within a customer service environment is essential
Knowledge of cash handling
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.
The ability to work in a fast paced environment

What we can offer you:

27 days holiday rising to 30 days plus bank holidays
Premium Allowance and Time in Lieu for Saturday working
Competitive pension with up to 10% employer contribution
Income protection/ life assurance
2 paid days for volunteering per year
‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.
Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy and GP appointments
Colleague network groups committed to inclusion and diversity within our Bank
Family friendly policies and supportive working environment

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

As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of 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

Seniority level