Customer Service Representative

Location Exeter
Discipline: Retail Banking
Job type: Permanent
Contact name: Fay Scorgie

Contact email:
Job ref: 027342
Published: about 1 month ago

Customer Service Officer

Location: Exeter

Contract: Permanent

Hours: Full Time - 35 hours per week Monday - Friday (9am-4.30pm) with ad-hoc Saturdays in our Plymouth branch

Salary: £22,250 plus a pay progression review every 6 months, annual bonus, 2 paid volunteering days** and a fantastic range of benefits**


Why join The Co-operative Bank?


2024 is an exciting time to join The Co-operative Bank as we continue our journey of growth.


As the original ethical bank, formed in 1872, we are the only UK high street bank with a customer-led Ethical Policy; one of the many reasons our customers choose to bank with us. Unlike a lot of businesses, we haven’t just developed an ethical approach — we’ve had one from the very start.


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!


We have a great opportunity for anyone who is looking to kick-start or continue their career with 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, who excel in a target driven environment, are motivated to succeed and want to thrive in a fast-paced and rewarding organisation.


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

* 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

* Covering holidays and sickness in Plymouth branch where needed


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

* A drive to excel as part of a team.


What we can offer you:


* 27 days holiday rising to 30 days plus bank holidays

* Annual bonus

* Pay progression review every 6 months

* Enhanced pay for working on a Saturday (an additional 35% will be paid on top of your normal hourly rate)

* Competitive pension with bank contribution up to 10% based on your contribution for example you pay 4% we pay 8%.

* Income protection

* Life assurance

* 2 paid days for volunteering per year

* Family friendly policies and supportive working environment

* Recognition scheme and a culture in which we celebrate success

* An inclusive work environment

* Active network groups, ran by colleagues for colleagues

* Full training with opportunities for career development