Banking Customer Service Advisor

Co-operative Bank plc.; Newport; On-site; GBP 23,000; Full time

Job summary

A leading ethical banking institution in Newport is seeking a dedicated Customer Support Representative to assist clients across various channels, including face-to-face interactions and phone support. Applicants should possess a strong background in customer service and a commitment to the values of ethical banking. This role involves cash handling, facilitating customer needs, and participating in community outreach efforts. Benefits include a competitive salary and robust employee support programs.

Benefits

Competitive pension with up to 10% employer contribution

27 days holiday rising to 30 with service

Income protection / life assurance

Commitment to learning & development

Mental health support and physiotherapy

2 paid days for volunteering per year

Corporate discounts for over 800 retailers

Family friendly policies

Qualifications

• Prior experience in a customer service setting is essential.
• Passion for customer service with a positive approach.
• Demonstrated success in meeting targets.
• Computer literacy and adeptness in navigating systems.
• Proficiency in supporting diverse customer backgrounds.
• Ability to work effectively in a fast-paced context.

Responsibilities

• Act as the first point of contact for customers.
• Support customers via various channels including in-person and phone.
• Identify and address customer needs effectively.
• Manage cash and update customer records accurately.
• Encourage customer appointments with the Personal Banking Team.
• Protect customers against fraud and scams.
• Engage with vulnerable customers empathetically.
• Achieve personal/team targets and comply with regulations.
• Work collaboratively with team members to improve services.
• Participate in community outreach and charity initiatives.

Skills

Customer service expertise

Cash handling knowledge

Ability to navigate multiple systems

Resilience and enthusiasm

Experience with diverse customers

Ability to thrive in fast-paced environments

Job description

Location: Newport and Ad-hoc support from Cwmbran

Salary per annum: £23,000

Contract: 12 month (fixed term)

Hours: Full Time - 35 hours per week

Monday - Friday 08:30 - 16:00 and two Saturdays a month 08:30 - 12:30

Want to change the world? Choose a career that makes a difference

At The Co-operative 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.

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, in-bound telephone calls and secure messages
• Identifying and addressing customer’s needs
• Cash management control
• Utilizing 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

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 You Can Expect From Us:

• Competitive pension with up to 10% employer contribution
• 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
• Income protection / life assurance
• Commitment from employers on continued learning & development
• Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family.
• 2 paid days for volunteering per year
• ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.
• Family friendly policies and supportive working environment
• Colleague network groups committed to inclusion and diversity within our Bank.

At the beginning of the year, The Co-operative Bank officially became part of the Coventry Building Society Group. Together, we have shared values and an ethical approach towards our members.

We can only consider candidates with the right to work full time in the UK at this time.

Our Bank is passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.

All offers of employment for this role are subject to a series of background checks, including criminal As a (DBS) and financial checks.

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