Customer Service Advisor – Account Maintenance & Closures (Secondment)
Internal Secondment 9 months
Location: Skelmersdale
Salary DR1: £23,000
Contract: 35 hours
Working hours: Monday - Friday 8am to 4pm
Hiring manager: Jenny Beagan
Close Date: 27/01/2026
A career that really makes a difference
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.
Role Purpose:
Are you detail-oriented with a passion for getting it right first time? We are looking for a focused and diligent colleague to join our Account Maintenance & Closures team. This is a vital back-office role where you will manage the end-to-end processing of account closures, ensuring our customers’ transition is handled with the care and ethical standards the Bank is known for.
Key accountabilities:
- Carry out team responsibilities and tasks aligned with scorecard objectives, performance standards and agreed service levels.
- Manage customer correspondence and secure messaging with a high degree of empathy and professional accuracy.
- Execute account closure procedures across our bespoke internal systems, ensuring all regulatory and security criteria are met.
- Manage a high volume of processing tasks concurrently, meeting strict deadlines while maintaining an uncompromising focus on detail.
- Maintain up-to-date knowledge of our strategy and regulatory requirements to ensure all account maintenance meets safety and security standards.
- Identify customer needs and respond to them appropriately ensuring all relevant facts and information are gathered to ensure the outcome is most appropriate for the customer or that the area responsible for proceeding with the outcome have all relevant information to maintain an excellent customer experience.
- Ensure that information is protected at all times all interactions with customers are recorded and updated on the relevant system, adhering to all relevant processes and procedures, to enable accurate data and performance management and to make sure our customer
- Support the team by providing help, guidance and feedback to others, sharing best practice and seeking out opportunities for continuous improvement.
- Maintain knowledge of regulatory and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business.
- Take responsibility for your continued personal development through the use of appropriate HR tools and systems. Maintenance of a relevant, timely personal development plan is expected.
Knowledge, skills and experience required:
- Strong commitment to delivering excellent customer service with resilience and focus
- Effective problem-solving and analytical abilities
- Clear written communication skills
- Familiarity with Personal Banker and First Vision (desirable)
- Proven track record of working towards and achieving performance target
- Ability to manage multiple tasks and adapt effectively in a fast-paced environment.
What we can offer you:
- 27 days holiday rising to 30 days plus bank holidays
- Competitive pension with up to 10% employer contribution
- Performance bonus
- Income protection/life assurance
- 2 paid days for volunteering per year
- ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme
- Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy and GP appointments
- Colleague network groups committed to inclusion and diversity within our Bank
- Family friendly policies and supportive working environment
We can only consider candidates with the right to work 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.
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, customers and colleagues.
As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including DBS and financial checks.
We reserve the right to close this advert early if we receive a high volume of suitable applications.
*Rated by Morningstar Sustainalytics in the Regional Banks sub-industry with a score of 11.2 as of 14 January 2025.