Customer Response Case Handler

Discipline: Internal
Job type: Permanent
Contact name: Julie-Ann Nicholas

Contact email:
Job ref: 013302
Published: 28 days ago

Customer Response Case Handlers x 4

Manchester  City Centre/Leek/Hybrid working

Grade: DR3

Hours: Monday - Friday between 8am - 5pm and Saturdays 9am - 1pm  (required 1 in 12 weeks only)



A career that makes a difference


Who we are:

Formed in 1872 in Victorian Rochdale, our bank was built on co-operative values that still stand today. A lot has happened in 150 years, and we’ve been there through it all. Not just helping people with their money, but helping people fight for justice and the causes they care about. We are the only UK high street bank with a customer-led Ethical Policy; one of the main reasons our customers choose to bank with us.


We are the bank for people with purpose. From supporting local communities to tackling climate change, all our colleagues and customers have a say in who we are and how we do business. Ethical then, ethical now, ethical always.


Role purpose:

As a Customer Response Case Handler you will carry out a wide range of analysis work and respond, both verbally and in writing, to complaints from our personal, business banking and mortgage customers.


Key accountabilities:

  • Contacting customers either by telephone (primarily) or written correspondence to resolve customer complaints in a professional, timely, accurate and effective manner, in accordance with internal and external regulatory requirements
  • Listening to customers, understanding what they are saying, how they are feeling and working with them to address their concerns and agree the way forward
  • You will conduct a thorough and impartial investigation to understand why the customer is dissatisfied and by understanding the situation, impact and will deliver an outcome that is fair
  • Where immediate resolution is not possible, case-manage the resolution process and associated customer interactions, ensuring the customer is kept appropriately informed and advised in line with agreed expectations
  • Utilising specialist knowledge, skills and behaviours, undertake detailed independent investigations and provide guidance, advice and solutions to customer complaints, whilst maintaining the maximum possible level of customer satisfaction, including customer retention.
  • Develop and maintain relationships with key stakeholders
  • Using multiple computer systems to update customer records, look up information and record call details.
  • Understand, maintain and apply knowledge on regulatory and legal matters
  • Proactively monitor customer complaints to identify opportunities to improve the customer experience and financial efficiencies.
  • Share knowledge, ideas and information freely to assist others within the team.
  • Develop and maintain an extensive knowledge of relevant Co-operative Bank products, processes and procedures.
  • You will manage and prioritise your own workload, whilst meeting complaints resolution targets

Knowledge, skills and experience required:

  • Full training will be provided, but previous complaint handling or call centre experience would be preferred
  • Good experience of managing conflict and difficult conversations
  • Due to the nature of the calls, demonstrate resilience, empathy, patience and the ability to remain calm under pressure
  • You’ll  be familiar with identifying vulnerable customers and handling challenging situations sensitively
  • The ability to act quickly in the right situation, make correct decision after considering various perspectives and take responsibility for outcomes
  • Ability to clearly, concisely and accurately communicate with internal and external customers a full range of detailed information, both verbally and in writing, from a variety of sources, using persuasive and negotiating skills
  • Highly developed and proven customer service skills.
  • Ability to work in a highly challenging environment whilst maintaining the customer at the forefront of all activities.
  • Thorough knowledge of complaint handling polices, processes and procedures.
  • The ability to monitor and prioritise workload to achieve deadlines.


What we can offer you:

  • 27 days holiday at start, rising to 30 days. Additional 8 days bank holiday which can be worked giving you more flexibility to use your bank holidays when you want to spend with friends and family.
  • Competitive pension with bank contribution up to 10% based on your contribution for example you pay 4% we pay 8% / income protection / life assurance.
  • Colleague bonus scheme
  • 2 paid days for volunteering per year to support local charities and communities.
  • Family friendly policies and supportive working environment
  • Over 800 employee retail discounts.
  • To find out more about what we can offer you and why our colleagues rate us so highly, please visit and take a look at our Colleague Value Proposition.


We look to recruit individuals from all different backgrounds and encourage you to apply even if you don’t tick every box. We celebrate diversity, promote inclusivity and are open to discuss flexible work options to help you balance your work and home life. If you have a disability as defined by the 2010 equality act please let us know on your application.


Should you require any reasonable adjustments throughout the recruitment process, please contact our Careers Team.


Please note we may withdraw this vacancy once sufficient applications have been reached.