Customer Service Advisor - Operations - Leek

Location Leek
Discipline: Retail Banking
Job type: Permanent
Salary: £19,200 - £21,500
Contact name: Zoe Tilford

Contact email:
Job ref: 013503
Published: 16 days ago

Customer Service Advisor – Operations

Location: Leek

Permanent – annualised contract

Monday- Friday – 35 hours.

£19,200 - £21,500 (from 1st September 2022)

35 days holiday including bank holidays plus excellent benefits.


Start Dates: 24th October and 7th November 2022


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.


Why join The Co-operative Bank:

We are a diverse colleague community and encourage everyone to bring their whole selves to work. We strive to help colleagues connect and support each other, our customers and our communities. We reward them with more than just a competitive salary, offering an attractive range of benefits that support work-life balance, wellbeing and career development.


The role:

This key role within the Bank deals with a broad range of individual customer calls, enquiries and requests and we are looking for colleagues who are passionate about customer service who have strong verbal and written communication skills and are able to maintain high levels of accuracy whilst delivering exceptional service. This is a great opportunity for an experienced Customer Service Advisor or Administrator to start or further their career within the Financial Services Sector. Our site in Leek deals with complex queries so lots of opportunities to join highly experienced and friendly, supportive teams to grow and develop your skills.


Key accountabilities:

  • Deliver award winning customer service through every customer interaction
  • Maintain an excellent working knowledge of our products and service offering.
  • Identify customers in financial difficulty or vulnerable situations and work with them to reach a mutually acceptable solution, utilising appropriate guidance provided.
  • Identify customer needs and respond to them appropriately
  • Ensure that 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’s information is protected at all times.
  • Dealing with inbound calls and making outbound calls to obtain missing documents/information to process
  • 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

Knowledge, skills and experience required:

  • A resilient and unwavering customer focus
  • Outstanding customer service experience
  • Financial services experience is desirable but not essential
  • Good problem solving and analytical skills
  • Excellent customer service and telephone skills with the ability to establish an understanding of customers’ needs quickly
  • The ability to communicate standard information clearly, concisely and accurately, typically verbally, but also in writing


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
  • Colleague network groups committed to inclusion and diversity
  • Over 800 employee retail discounts
  • Opportunities to grow and develop your skills to enable you to further your career
  • 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.


Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected. We are a Disability Confident Employer.


Unfortunately, we can only consider candidates with the right to work in the UK.


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 criminal (DBS) and financial checks.


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