Customer Service Officer

Overview

Customer Service Officer

Location: Glasgow, city centre branch

Contract: Permanent

Hours: Full Time – 35 hours per week (Monday – Friday 08:30am – 4:00pm)

Salary: £23,000anda fantastic range of benefits

Why join The Co-operative Bank?

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 facing 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:

• Serving as 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 branch\’s service, directly supporting our contact centre by handling customer queries, resolving issues, 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
• Adhering to day to day regulatory and compliance requirements.
• Working towards personal/team targets and objectives.
• 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
• Computer literate with the ability to navigate quickly and confidently around multiple systems whilst speaking to customers
• 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
• Proficiency in assisting customers from diverse backgrounds, including vulnerable individuals.
• The ability to work in a fast-paced environment

What we can offer you

• 27 days holiday rising to 30 days plus bank holidays
• Performance based bonus
• 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

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.

If you require more information or this document in a different format, please contact careers@co-operativebank.co.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.

*Rated by Morningstar Sustainalytics in the Regional Banks sub-industry with a score of 11.2 as of 14 January 2025.