Customer Service Telephone Advisor - Manchester

Co-operative Bank plc; Manchester; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

28 days holiday + statutory holidays +

Annual discretionary bonus

Pension with enhanced contributions

Maternity, paternity and parentalLeave

Life assurance (6x salary)

Job summary

The Co-operative Bank is recruiting a Customer Service Telephone Advisor for Manchester. You will handle high volumes of inbound calls, identify banking needs and guide customers to safe, clear outcomes while upholding our service standards.

You'll learn our systems through thorough training, work in a fast-paced team, and progress toward hybrid working after an initial on-site training period. A strong focus on accuracy, empathy and problem solving is essential.

Qualifications

• Strong recent 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.
• 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.

Responsibilities

• Take high volumes of inbound calls from diverse customers and identify banking needs.
• Educate customers on safer ways of banking and protecting against scams and fraud.
• Provide high quality customer service while multi-tasking across systems.
• Receive training and support to handle additional queries and more complex scenarios.

Job description

Customer Service Telephone Advisor - Manchester

• Customer Service Telephone Advisor - Manchester

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 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 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 recent 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 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 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.

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

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Advertising Salary: Salary Details:

Up to £55,000 (dependant on relevant experience) plus car allowance or scheme

£27,720 (inclusive of a 10% shift allowance)