Customer Service Officer - Newcastle under Lyme

The Co-operative Bank; Newcastle-under-Lyme; On-site; GBP 20,000 - 25,000; Part time

Job summary

A leading ethical bank in Newcastle under Lyme is looking for a part-time Customer Service Officer. The ideal candidate will engage with customers across various channels, support their needs, and manage cash handling. This role offers enhanced pay for Saturday work, generous holiday entitlement, and opportunities for career development in an inclusive environment.

Benefits

27 days holiday rising to 30 days

Enhanced Saturday pay

Competitive pension

Income protection

Life assurance

Volunteer days

Career development opportunities

Qualifications

• Experience in a customer service environment is essential.
• Positive and resilient approach to customer needs.
• Ability to achieve targets and objectives.

Responsibilities

• Act as the first point of contact for customers.
• Support customers through various channels.
• Manage cash handling and ensure compliance.

Skills

Customer service experience

Cash handling

Computer literacy

Ability to work in a fast-paced environment

Understanding of diverse backgrounds

Job description

Overview

Customer Service Officer
Location: Newcastle under Lyme (Potential training in Hanley)
Contract: 12 Months FTC
Hours: Part Time - 18 hours per week (Monday and Friday 8.30am-4pm and Saturday 8:30am-12:30pm)
Salary: £23,000 pro rata

Want to change the world? Choose a career that makes a difference. At The Co-operative Bank we are committed to ethical banking and supporting customers, colleagues and partner organisations. We emphasise customer experience and a values-led approach as part of 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 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 diverse 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
• Enhanced pay for working on a Saturday (an additional 35% on top of your normal hourly rate)
• Competitive pension with bank contribution up to 10% based on your contribution (e.g., you pay 4% we pay 8%)
• Income protection
• Life assurance
• 2 paid days for volunteering per year
• Family friendly policies and supportive working environment
• Recognition scheme and a culture in which we celebrate success
• An inclusive work environment
• Active network groups run by colleagues for colleagues
• Full training with opportunities for career development

We can only consider candidates with the right to work in the UK at this time. The Bank is committed to a diverse and inclusive workforce. All offers of employment are subject to background checks, including criminal (DBS) and financial checks.