Customer Service Officer
Main Location: Bolton
Ad-hoc support from Preston
Current Branch Hours: Full Time: 35 hours per week Monday - Friday 09:00 to 17:00 and rotational Saturdays 09:00 to 12:30
Branch Hours from 5/01/2026: 08.30 - 16.00 (30 mins lunch) and Saturdays 08.45 to 12.15
Salary: £23,000 plus a fantastic range of benefits
Close Date: 11/10/2025
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.
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.
Working in one of our branch offices is all about the customer experience, what our customers see, hear and feel and is not just simply a transaction. That’s why Moneyfacts have awarded us the ‘Branch Network of the Year’ several years running!
Join us and help us continue to make progress in environmental and societal change, all with the UK’s original ethical bank.
The role:
We have a great opportunity for anyone who is looking to kick-start or continue their career within the financial services industry. It doesn’t matter if you haven’t worked in a bank before, as you will benefit from our comprehensive training program and supportive environment. You will develop expertise in banking practices and gain a deep understanding of our customers, products and services.
We are looking for people with outstanding customer service skills, experience in a customer support environment with a willingness to speak with customers however they chose to contact us. You’re motivated to succeed and want to thrive in a fast-paced and rewarding organisation.
What a typical day will look like:
As a Customer Service Officer, you will be a key part of our team, delivering outstanding support to our customers across all our service channels. This includes:
- You’ll be the first point of contact for customers visiting our branch. You will assist them with a wide range of personal and business banking needs, ensuring a positive in-branch experience.
- Handling a significant volume of inbound telephone calls. You will be an essential part of our bank's service, directly supporting our contact centre by handling customer queries, resolving issues, supporting customers through our digital transformation and providing account support over the phone.
- Supporting customers through other channels, including secure messaging, to address their needs effectively and efficiently.
- Managing cash transactions and ensuring all banking processes are completed accurately
- scheduling appointments 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
- Great communicator with a genuine desire to help people, thriving in an environment where you’ll take ownership of customer interactions
- 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.
- Maintain exceptional attention to detail while working in a fast-paced environment
What we can offer you:
- 27 days holiday rising to 30 days plus bank holidays
- Premium pay allowance for rotational Saturday working
- Performance based bonus
- Competitive pension with bank contribution up to 10% based on your contribution
- 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 criminal (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.