Virtual Branch Team Advocate

Location Manchester
Discipline: Internal
Job type: Permanent
Contact name: Gill Jones

Contact email:
Job ref: 004684
Published: about 1 month ago

Role: Virtual Branch Team Advocate

Location: Manchester Balloon Street

Contract: Permanent

Hours: Full Time - 35 hours  (Monday - Friday between 10am-8pm and every other Saturday 10am-4pm)

Grade: DR3


We are the bank for people with purpose. The only bank born from the co-operative movement 145 years ago. We believe in the power of 'we' and putting values and ethics first. We are looking for talented individuals who want to make their next career move in a bank that celebrates co-operative spirit. We put the customer at the heart of everything we do and wholly embrace advocates who truly connect and endorse our brand. And did we mention we are award winning? Year on year award winners for our products, our customer service and our commitment to communities. What's not to love!


About the role:


The Virtual Branch Team are based in Balloon Street and make outbound calls to customers across a number of different campaigns including business acquisition, mortgage retention, credit card acquisition’s and visa balance transfers.


We are launching a pilot scheme to assess the demand for telephone appointments with customers, by hosting these with Virtual Branch Team colleagues, using the same telephone appointment process used by Personal Banker's in the Branch network.


An opportunity currently exists to work in the Virtual Branch Team (VBT),  The role will involve supporting with outbound calls and conducting telephone appointments which may either be self-generated or booked in by other VBT colleagues.   The role will also be used to help upskill VBT colleagues to become competent in hosting appointments themselves.


Key accountabilities:

  • Proactively contacting customers based on marketing strategy, focusing on non-Branch customers

  • Brand advocate and ambassador with the ability to explain Co-operative points of difference, Work cross channel, explaining and assisting customers who are applying for, or who have opened products and services on-line

  • Applying specialist knowledge, skills and appropriate behaviours to achieve a successful outcome for the customer and if necessary referring them to more senior colleagues where appropriate


Knowledge, skills and experience required:

*       Excellent customer relationship skills

*       Experience of working in a telephony environment

*       Detailed product knowledge

*       Proven problem solving and analytical skills

*       Objection handling skills

*       Able to coach and guide less experienced colleagues

*       Competent to conduct Personal Banker telephone appointments


What you can expect from us:

*       27 days holiday, rising to 30 days

*       Competitive pension / income protection / life assurance

*       2 paid days for volunteering per year

*       Positive working environment in contemporary offices centrally located in Manchester

*       Strong career path within Financial Services

*       Family friendly policies and supportive working environment

*       Recognition scheme and a culture in which we celebrate success

*       Colleague network groups committed to inclusion and diversity within our Bank.


This role won’t be around for long, so we would advise to get your application to us as soon as possible by applying today. 


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


Should you require any reasonable adjustments throughout the recruitment process, please let our careers team know.


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.


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