Customer Service Officer - Rochdale

The Co-operative Bank; Milnrow; On-site; GBP 22,000 - 28,000; Full time

Job summary

A prominent ethical bank is seeking a Customer Service Officer in Milnrow to support both personal and business banking customers. The role involves engaging with clients, identifying their needs, and managing cash transactions. Candidates should have strong customer service experience and a positive attitude. The bank offers extensive benefits, including holiday allowances, a competitive pension, and a supportive work environment, making it an ideal opportunity for those looking to advance their careers in financial services.

Benefits

27 days holiday plus bank holidays

Competitive pension with employer contribution

Income protection/life assurance

2 paid volunteering days annually

'MyReward' corporate discount

Wellbeing support

Inclusion and diversity networks

Family friendly policies

Qualifications

• Experience in a customer service role is essential.
• A positive and resilient approach is a must.
• Ability to navigate multiple systems while speaking to customers.

Responsibilities

• Acting as the first point of contact for banking customers.
• Supporting customers through various channels.
• Identifying and addressing customers' needs.
• Engaging with vulnerable customers.

Skills

Customer service experience

Cash handling knowledge

Resilience and positivity

Computer literacy

Ability to assist diverse backgrounds

Fast-paced work capability

Job description

Customer Service Officer

Location: Rochdale. Contract: 12 month fixed term contract. Hours: Full time – 35 hours per week. Monday‑Friday.

Overview

Want to change the world? Choose a career that makes a difference. At the Co‑operatives 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 about the customer experience; what our customers see, hear and feel and is not just simply a transaction. That's why Moneyfacts has 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.

Responsibilities

• 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 customers' 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 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.

Qualifications

• 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.
• 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. The Co‑operatives 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‑operatives 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.