Customer Service Officer - Cardiff

Overview

Customer Service Officer

Location: Cardiff and Caerphilly

Salary: £23,000

Contract: 12 month (fixed term)

Hours: Full Time – 35 hours per week

Monday – Friday 08:30 – 16:00

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.

Born out of the co-operative movement over 150 years ago, you could say that doing the right thing has always been our thing. We don’t just help people with their money, but help people fight for justice and the causes they care about.

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.

Join us and help us continue to make progress in environmental and societal change, all with the UK’s original ethical bank.

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
• Supporting customers across a variety of channels including in person, telephone and secure messages
• 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

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

What You Can Expect From Us

• 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
• Competitive pension with up to 10% employer contribution
• Income protection / life assurance

• Commitment from employers on continued learning & development
• Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family
• 2 paid days for volunteering per year
• ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme
• Family friendly policies and supportive working environment
• Colleague network groups committed to inclusion and diversity within our Bank

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.

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.