Customer Service Officer - Cardiff

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

Job summary

A well-established ethical bank in Cardiff is seeking a Customer Service Officer. In this role, you will be the first point of contact for banking customers, assist with various services, and engage in community outreach projects. The ideal candidate will have a strong background in customer service and a commitment to ethical banking values. This position offers a competitive salary, extensive benefits, and support for personal development.

Benefits

27 days holiday + 5 extra days

Competitive pension with 10% employer contribution

Income protection / life assurance

Continued learning & development support

Mental health support

2 paid volunteer days annually

Employee discounts at over 800 retailers

Colleague network groups for inclusion and diversity

Qualifications

• Previous experience in a customer service environment.
• Knowledge of cash handling is advantageous.
• Excellent customer service skills.

Responsibilities

• Act as the first point of contact for customers.
• Support customers through various channels.
• Manage cash control and customer records.
• Participate in community outreach work.

Skills

Customer service experience

Cash handling knowledge

Positive and resilient approach

Proven success in achieving targets

Computer literacy

Ability to assist vulnerable individuals

Ability to work in a fast-paced environment

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

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.

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 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, GPs 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 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.

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 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.*