Customer Service Officer

Customer Service Officer

Location: Chester-Le-Street

Contract: Permanent

Hours: Full Time – 35 hours per week (Shifts across the opening hours – Monday – Friday 8.30am – 4pm)

Salary: £23,000 and a fantastic range of benefits

Application Deadline: Friday 31st October

Why join The Co-operative Bank?

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 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.

Typical responsibilities

• Acting as the first point of contact for personal and business banking customers within the branch
• Supporting customers across a variety of channels including in person, telephone and secure messages to address their needs
• Cash management control
• 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

Qualifications 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

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

We can only consider candidates with the right to work in the UK at this time.

Please note we may close this vacancy early if sufficient applications are received.

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.