Customer Service Officer

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

Job summary

A leading ethical bank in Cwmbran is seeking a Customer Service Officer to provide outstanding support across various channels. This role emphasizes customer engagement and aims to enhance service delivery. Candidates should have experience in customer service, be enthusiastic, and thrive in a target-driven environment. The position offers a supportive atmosphere, extensive training opportunities, and a variety of employee benefits such as a competitive pension plan and wellbeing support.

Benefits

27 days holiday plus bank holidays

Competitive pension plan

Wellbeing support including mental health services

Employee discounts for over 800 retailers

Qualifications

• Experience in a customer service role is essential.
• Passion for excellent customer service and a positive attitude.
• Ability to achieve targets and deadlines.

Responsibilities

• Act as the first point of contact for customers.
• Support customers through digital transformation.
• Engage in community outreach and charity projects.

Skills

Customer service experience

Target achievement

Computer literacy

Understanding diverse backgrounds

Resilience in a fast-paced environment

Job description

Customer Service Officer

Location: Cwmbran

Contract: Permanent

Hours: Full Time - 35 hours per week Monday - Friday

Salary: £23,000

Closing Date: 28th January 2026

Welcome to 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 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

We can only consider candidates with the right to work in the UK at this time.

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

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 As a (DBS) and financial checks.