Customer Service Officer

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

Job summary

A major UK bank is seeking a Customer Service Officer in Caerphilly. This part-time position involves acting as the first point of contact for customers, managing cash transactions, and supporting digital transitions. Ideal candidates should have strong customer service skills, resilience, and experience in a customer service setting. The role offers various employee benefits including holiday entitlement and supportive working environments, contributing to both individual growth and community outreach.

Benefits

27 days holiday

Premium Allowance for Saturday working

Competitive pension

Income protection/life assurance

2 paid volunteering days

Corporate discount for retailers

Wellbeing support

Diversity and inclusion initiatives

Family friendly policies

Qualifications

• Previous experience in a customer service environment is essential.
• Proven success in achieving targets and objectives.
• Resilient approach to customer service.

Responsibilities

• Act as the first point of contact for banking customers.
• Support customers across multiple channels.
• Manage customer cash transactions.
• Encourage appointments for personal banking services.
• Protect customers from fraud and scams.

Skills

Customer service skills

Cash handling knowledge

Target-driven

Computer literacy

Ability to assist diverse backgrounds

Ability to work in a fast-paced environment

Job description

Overview

Customer Service Officer

Location: Caerphilly with adhoc travel to Cardiff | Contract: Permanent | Hours: Part time - 18 hours | Salary: £23,000 pro rata | Closing date: 27 January 2026

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 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.

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.

Responsibilities

• 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 needs
• Cash management control
• Utilising 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 would be 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
• 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

Compliance, eligibility and notices

We can only consider candidates with the right to work in the UK at this time. Our Bank is committed to a diverse and inclusive environment. At the beginning of the year, The Co-operative Bank officially became part of the Coventry Building Society Group. All offers of employment are subject to background checks, including criminal DBS checks 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.