Customer Service Telephone Advisor - Coventry

Co-operative Bank plc; Coventry; Hybrid; GBP 47,000 - 63,000; Full time

Benefits offered by this job

28 days holiday + bank holidays

Discretionary bonus

Pension

Maternity/Paternity leave

Life assurance

Job summary

The Co-operative Bank is seeking a Customer Service Telephone Advisor in Coventry to deliver exceptional service on inbound calls, identify customer banking needs, and guide safe banking practices. The role includes training, hybrid work, and a discretionary bonus depending on performance.

You will join a fast-paced contact centre, engaging a diverse range of customers and resolving queries with accuracy and care, while progressing through training to handle more complex situations.

Qualifications

• Strong experience in a customer-based role.
• Good communication and problem solving skills.
• Good IT skills and ability to learn new systems.
• Ability to follow policies and processes.
• Experience in fast-paced environment with targets.

Responsibilities

• Handle high volumes of inbound calls and identify banking needs.
• Educate customers on safer ways of banking and fraud protection.
• Provide high-quality service while multi-tasking across systems.
• Support opening accounts and handling difficult or sensitive queries.
• Work 35 hours on a hybrid basis with training onsite in Coventry.

Skills

Customer service experience

Strong communication

IT skills

Problem solving

Job description

Customer Service Telephone Advisor - Coventry

• Customer Service Telephone Advisor - Coventry

About the role

To continue our commitment to ensure our customers receive an exceptional level of service our Customer Service Contact Centre is growing and are looking for customer focused, friendly and helpful people to join them, to support our Co-operative Bank calls. Our fast paced, team orientated and supportive environment is really at the heart of our customer service.

This role will involve taking high volumes of inbound calls from lots of different and identifying customers’ banking needs, whilst guaranteeing the right outcome for our customers and the bank. It will be the first point of contact for our customers, problem solving and educating customers on safer ways of banking as well as providing protection from scam and fraud attacks, helping keep their money safe.

It will involve multi-tasking across different systems whilst providing high quality customer service and learning new skills that will develop knowledge and capabilities, including identifying, preventing and stopping financial crime.

As the role grows training and support will be given to deal with other queries, like opening accounts or supporting our customers through more difficult, challenging and sensitive situations.

Our benefits include:

• 28 days holiday a year plus bank holidays and a holiday buy/sell scheme
• Annual discretionary bonus scheme
• Personal pension with enhanced contributions
• Maternity, paternity and shared parental leave
• Life assurance (6 times annual salary)

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

About you

For this role you'll be a people person with good experience of interacting with customers and providing great service in a busy environment. Phone experience isn’t essential as you’ll receive full training on our systems and services but it's important that you can engage with a diverse range of people, find out how to help them best and give them a great experience with us.

For this role you’ll need to have:

• Strong experience in a customer based role
• Experience of interacting directly with customers and providing a great service on a daily basis
• Ability to follow and understand policies and processes
• A background of working in a fast paced environment and achieving targets or deadlines
• Good communication and problem solving skills
• Good IT skills and a demonstrable ability to learn and use new systems
• Good accuracy and attention to detail

Experience in these areas would be helpful:

• Banking or call centre experience
• The ability to deal with more complex queries / complaints
• Experience in dealing with challenging or vulnerable customers

Start date for the role will be 2nd November with your first 12 weeks consisting training and support onsite to get you taking your first calls independently. Once you revert to hybrid we’ll ask you to at least spend 50% of your working time with us in Coventry House, in Binley. Here you'll spend time with your team, enjoy free car parking, a self-service restaurant, multi faith room, well-being and games room!

After training hours we'll ask you to work 35 hours (on average) over 5 days on a shifted basis covering 8am - 6pm Monday to Friday and every other Saturday and Sunday 9am-5pm (with days given back in the week)

About us

In 2025, Coventry Building Society purchased The Co-operative Bank. Bringing together our purpose-led building society with the UK’s original ethical bank was the start of an exciting journey.

Trusted by over four million people, we’re a mutually owned business free from shareholders, and with our combined experience of almost 300 years, our ethics and dedication will continue to guide us. Together, we have shared values and an ethical approach towards our members, customers and colleagues.

We’re officially recognised as a ‘Great Place to Work’ and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and comprehensive support for wellbeing.

We’re serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know you’ll build more than just a career with us.

Flexibility and why it matters

We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.

Proud to be a Disability Confident Committed Employer

We’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.

Feedback

We are currently receiving a high number of applications for our roles and, while we review each one carefully against the advertised criteria, unfortunately we're unable to provide individual feedback. We will contact shortlisted candidates directly.

£28,175 (includes a 15% shift allowance)

£28,175 (includes a 15% shift allowance)

Coventry-Binley Business Park, Manchester

Vacancy Type Employment Type:

Full Time

Advertising Salary: Salary Details:

£55,170 per annum + discretionary bonus scheme & competitive benefits

Coventry-Binley Business Park, Hybrid, Manchester

All Departments All Departments:

Customer, Customer Service

Vacancy Type Employment Type:

Full Time

Advertising Salary: Salary Details:

Up to £52,000 (dependant on relevant experience)

Coventry-Binley Business Park, Hybrid, Manchester