Customer Service Officer - Ipswich

The Co-operative Bank; Ipswich; On-site; GBP 23,000 - 27,000; Full time

Job summary

A leading financial institution in Ipswich is seeking a Customer Service Officer to support personal and business banking customers. This full-time role involves identifying customer needs, managing cash control, and working towards targets. Applicants should have customer service experience, a passion for service, and the ability to assist diverse customers. The role offers a competitive salary and comprehensive benefits including holiday, pension contributions, and wellbeing support.

Benefits

27 days holiday rising to 30

Competitive pension with up to 10% employer contribution

Income protection/life assurance

2 paid days for volunteering per year

Corporate discount program

Wellbeing support services

Inclusive colleague network groups

Qualifications

• Previous experience in a customer service environment is essential.
• Proven success in achieving targets.
• Computer literate with the ability to navigate multiple systems.

Responsibilities

• Act as the first point of contact for customers.
• Identify and address customers’ needs.
• Manage cash control.
• Encourage customers to schedule appointments.

Skills

Customer service experience

Cash handling knowledge

Positive attitude

Ability to achieve targets

Computer literacy

Ability to assist vulnerable customers

Ability to work in a fast-paced environment

Job description

Customer Service Officer

Location: Ipswich with some travel to Norwich required

Contract: Permanent

Hours: Full time – 35 hours per week Monday‑Friday + every other Saturday

Salary: £23,000

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Overview

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, we help people with their money and fight for justice and the causes they care about. We put people at the heart of every decision we make and it’s never been more important to stand up for the causes that matter most to our customers, colleagues and partner organisations.

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

What a typical day will look like:

• Act as the first point of contact for personal and business banking customers within the branch and support them through our digital transformation.
• Identify and address customers’ needs.
• Manage cash control.
• Utilise various internal systems to update customer records.
• Encourage customers to schedule an appointment with our dedicated Personal Banking Team to discuss additional products and services.
• Protect and educate customers against fraud and scams.
• Engage with customers from various backgrounds, including those who may be vulnerable.
• Work towards personal and team targets and objectives.
• Adhere to day‑to‑day regulatory and compliance requirements.
• Work as part of a team, sharing and identifying ways to improve the service provided by the branch.
• Participate 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 while 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.
• 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.

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.

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