Customer Service Officer - Cardiff

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

Job summary

A leading banking institution is seeking a Customer Service Officer to work in Cardiff and Caerphilly. The role involves engaging with customers, addressing their needs, and supporting them through various channels. The ideal candidate should have customer service experience and a passion for excellent service. Benefits include generous holiday, pension contributions, and wellbeing support.

Benefits

27 days holiday rising to 30 with service

Competitive pension with up to 10% employer contribution

Income protection / life assurance

Wellbeing support

Corporate discount scheme

Family friendly policies

Volunteering days

Qualifications

• Previous experience in a customer service environment is essential.
• Passion for excellent customer service with a resilient approach.
• Proven success in achieving targets.
• Computer literate with ability to navigate multiple systems.
• Proficiency assisting diverse customers, including vulnerable individuals.
• Ability to work in a fast-paced environment.

Responsibilities

• Act as the first point of contact for customers in the branch.
• Support customers through various channels.
• Identify and address customer needs.
• Manage cash and customer records.
• Encourage appointments with Personal Banking Team.
• Protect customers against fraud.
• Engage with various customer backgrounds.
• Work towards team targets.

Skills

Customer service experience

Cash handling knowledge

Positive attitude

Ability to achieve targets

Computer literacy

Experience with diverse backgrounds

Fast-paced environment work

Job description

Overview

Customer Service Officer – Location: Cardiff and Caerphilly. Salary: £23,000. Contract: 12 month (fixed term). Hours: Full Time - 35 hours per week, Monday - Friday 08:30 - 16:00.

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

• 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 You Can Expect From Us

• 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
• Competitive pension with up to 10% employer contribution
• Income protection / life assurance
• Commitment from employers on continued learning & development
• Wellbeing support \"Help@Hand\" offers mental health support, physiotherapy, GP\'s for both you and your family
• 2 paid days for volunteering per year
• \"MyReward\" corporate discount 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 committed to creating 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 role and employment offers 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.