Customer Service Telephone Advisor - Manchester

We’re Coventry Building Society Group; Manchester; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

28 days holiday

Discretionary bonus

Pension

Maternity/Paternity leave

Wellbeing support

Life assurance

Job summary

Coventry Building Society is looking for a customer-focused individual to join our Manchester contact centre. You will handle inbound calls, identify banking needs, and guide customers through safe banking practices.

Training will be provided and you will become proficient with our systems to deliver excellent service. After initial training and onboarding, the role offers hybrid working with onsite presence in Manchester.

Qualifications

• Strong recent experience in a customer based role.
• Experience interacting directly with customers and providing great service.
• Ability to follow and understand policies and processes.
• Background 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.
• Experience in banking or call centre environments is helpful.

Responsibilities

• Handle high volumes of inbound calls from diverse customers and identify banking needs.
• Educate customers on safer ways of banking and protecting against fraud.
• Provide high quality customer service and multi-task across systems.
• Assist with account openings and other customer queries as needed.

Skills

Customer service

Communication

Problem solving

IT literacy

Attention to detail

Adaptability

Banking knowledge

Tools

CRM software

Microsoft Office

Job description

About the roleTo 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 people 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.This is a fast paced opportunity that 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 schemeAnnual discretionary bonus schemePersonal pension with enhanced contributionsMaternity, paternity and shared parental leaveExtensive wellbeing supportLife assurance (6 times annual salary)We reserve the right to close this advert early if we receive a high volume of suitable applicationsAbout youFor 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 recent experience in a customer based roleExperience of interacting directly with customers and providing a great service on a daily basisAbility to follow and understand policies and processesA background of working in a fast paced environment and achieving targets or deadlinesGood communication and problem solving skillsGood IT skills and a demonstrable ability to learn and use new systemsGood accuracy and attention to detailExperience in these areas would be helpful:Banking or call centre experienceThe ability to deal with more complex queries / complaintsExperience in dealing with challenging or vulnerable customersStart date for the role will be in 7th December with your first 12 weeks consisting of training and support onsite to get you taking your first calls independently. After 6 months you'll revert to hybrid working where we’ll ask you to spend 50% of your working time with us onsite in Manchester.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 usIn 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 mattersWe 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 EmployerWe’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.FeedbackWe 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.LocationManchesterView on map