At a Glance
- Tasks: Support customers facing financial difficulties and help them find the best solutions.
- Company: Join a reputable ethical bank with a strong commitment to customer care.
- Benefits: Competitive salary, bonus scheme, wellbeing support, and flexible working options.
- Other info: Hybrid working model with opportunities for career growth and a diverse workplace.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 24833 - 30351 £ per year.
The Collections Support Advisor supports customers who are experiencing financial difficulty or have fallen behind on their payments. The role focuses on understanding individual circumstances, providing appropriate support and forbearance options, and helping customers achieve the best possible outcome.
Responsibilities include:
- Managing mortgage and unsecured loan arrears
- Helping customers remain in their homes where possible
- Progressing litigation cases when necessary
- Overseeing the sale of repossessed properties, including managing any remaining shortfall balances
We operate on a team-led hybrid approach with at least 1-2 days a week in the Leek office. This is a full-time role working 37.5 hours per week. Operating hours are Monday to Friday, 8:00am to 6:00pm, with shifts typically between 8:00am to 4:00pm or 10:00am to 6:00pm. The role also includes a 1 in 4 Saturday rota (8:00am to 1:00pm), with a day off in lieu provided for any Saturday worked.
About you:
We have a reputation for excellent customer service and we really want to meet people who care about customers as much as we do. You’ll need recent high level customer service experience to be successful, ideally from a retail financial services environment but this isn't essential. Being a resilient, empathetic communicator with the confidence to hold constructive and beneficial conversations that are tailored to our customers’ individual circumstances is important. You’ll have experience of handling challenging conversations, dealing with sensitive, complex customer enquiries, have a positive attitude and are able to manage your own workload and diary.
For this role you’ll need to have:
- Experience working in a customer service environment
- Experience handling customer complaints and complex queries, with the ability to investigate issues and achieve positive outcomes
- Strong communication and interpersonal skills, with the confidence to support customers through a range of situations in a professional and empathetic manner
- The ability to gather information, understand individual circumstances, and make balanced decisions in line with policies and procedures
- Strong problem-solving skills and the resilience to manage challenging conversations and sensitive situations
- Good attention to detail, with the ability to maintain accurate records and work across multiple systems
- A customer-focused approach and a genuine commitment to delivering fair customer outcomes
Experience in these areas would be helpful.
About us:
In 2025, Coventry Building Society purchased The Co-operative Bank. Bringing together our purpose-led building society with the UK’s original ethical bank was the start of an exciting journey. Trusted by over four million people, we’re a mutually owned business free from shareholders, and with our combined experience of almost 300 years, our ethics and dedication will continue to guide us. Together, we have shared values and an ethical approach towards our members, customers and colleagues. We’re officially recognised as a ‘Great Place to Work’ and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and comprehensive support for wellbeing. We’re serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know you’ll build more than just a career with us.
Flexibility and why it matters:
Proud to be a Disability Confident Committed Employer. We’re proud to offer an interview or assessment to every disabled applicant who meets the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.
Customer Support Advisor - Collections in Leek employer: Co-operative Bank plc
Coventry Building Society is an exceptional employer, offering a collaborative work culture that fosters innovation and professional growth. Employees benefit from comprehensive training opportunities and a supportive environment that encourages cross-functional teamwork, making it an ideal place for those looking to make a meaningful impact in financial planning and analysis.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Advisor - Collections in Leek
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Co-operative Bank plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Co-operative Bank plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Advisor - Collections in Leek
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Co-operative Bank plc:Your cover letter is your chance to shine! Tell us why you want to work at Co-operative Bank plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Co-operative Bank plc!
How to prepare for a job interview at Co-operative Bank plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
