At a Glance
- Tasks: Be the first point of contact for customers, delivering top-notch service over the phone.
- Company: Join The Co-operative Bank, a pioneer in ethical banking with a rich 150-year history.
- Benefits: Enjoy 28 days holiday, a bonus scheme, and extensive wellbeing support.
- Other info: Flexible working patterns available, with a focus on diversity and inclusion.
- Why this job: Make a real difference while building a rewarding career in a supportive environment.
- Qualifications: Experience in customer service, strong IT skills, and a passion for helping others.
The predicted salary is between 24000 - 28000 £ per year.
About the role
This role offers the chance to build a career that genuinely makes a difference. At The Co‑operative Bank, values and ethics shape everything we do, guided by our customer‑led Ethical Policy and a 150‑year heritage of doing the right thing. The Bank puts people at the heart of every decision and stands up for the causes that matter most.
The role of a Telephone Customer Service Advisor will be the first point of contact for customers, taking high volume inbound calls and identifying their banking needs to deliver excellent service and the right outcomes for both customers and the Bank. This role requires delivering a consistently high‑quality service while working confidently across multiple systems in a fast‑paced environment.
As the person in role develops, they'll build broader skills and knowledge, including learning how to identify, prevent and stop financial crime. Alongside this, the role holder will use problem‑solving skills and fresh perspectives to help improve the customer journey.
Joining The Co‑operative Bank means contributing to meaningful environmental and societal change, while building a rewarding career with the UK’s original ethical bank.
Our benefits include:
- 28 days holiday a year plus bank holidays and a holiday buy/sell scheme
- Annual discretionary bonus scheme
- Personal pension with enhanced contributions
- Maternity, paternity and shared parental leave
- Extensive wellbeing support
- Life assurance (6 times annual salary)
About you
For this role you’ll need to have:
- Strong experience in a customer facing role, including telephony, retail or hospitality
- Evidence of IT skills and a demonstrable ability to learn and use new systems
- Ability to follow and understand regulatory policies and processes
- Experience in dealing with challenging or vulnerable customers
- A background of working in a fast paced environment and achieving targets or deadlines
- High attention to detail
- Robust listening and problem solving skills
- Clear and concise two way communication skills – both written and verbal
- A passion to deliver an exceptional customer centric approach
Experience in these areas would be helpful:
- Banking / financial services and / or call centre experience
Start date for the role is the 13th July 2026 with your first 12 weeks consisting training and support onsite to get you taking your first calls independently. Once you revert to hybrid we’ll ask you to at least spend 50% of your working time with us in Balloon Street, Manchester City Centre.
Working pattern after training will be Flexible with shifts Monday to Friday from 8am - 6pm, Saturdays and Sundays from 9am to 5pm (typically every other weekend).
Our recruitment process includes an initial chat with our recruitment team and a competency based interview with our manager.
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
We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.
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.
Feedback
We are currently receiving a high number of applications for our roles and, while we review each one carefully against the advertised criteria, unfortunately we're unable to provide individual feedback. We will contact shortlisted candidates directly.
Location: Manchester
Customer Service Telephone Advisor - Manchester employer: Coventry Building Society
The Co-operative Bank is an exceptional employer that prioritises ethical values and a customer-centric approach, making it a meaningful place to build your career. Located in the heart of Manchester, employees benefit from a supportive work culture, extensive wellbeing initiatives, and opportunities for personal growth, all while contributing to positive societal change. With flexible working patterns and a commitment to diversity, The Co-operative Bank stands out as a great place to work for those looking to make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Telephone Advisor - Manchester
✨Tip Number 1
Get to know the company! Research The Co-operative Bank's values and ethics. When you understand what they stand for, you can tailor your conversation to show how you align with their mission during interviews.
✨Tip Number 2
Practice your phone skills! Since this role is all about handling calls, try role-playing with a friend or family member. This will help you get comfortable with answering questions and solving problems on the spot.
✨Tip Number 3
Be ready to share your experiences! Think of specific examples from your past roles where you’ve delivered excellent customer service or solved tricky issues. This will make your answers stand out in the competency-based interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining The Co-operative Bank and being part of something meaningful.
We think you need these skills to ace Customer Service Telephone Advisor - Manchester
Some tips for your application 🫡
Show Your Customer Service Skills:Make sure to highlight your experience in customer-facing roles. We want to see how you've handled calls or interactions, especially in challenging situations. Share specific examples that demonstrate your problem-solving skills and ability to connect with customers.
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the values and ethics of The Co-operative Bank. Show us how your personal values align with our mission to put people at the heart of everything we do.
Be Clear and Concise:When writing your application, clarity is key. Use straightforward language and structure your thoughts logically. We appreciate clear communication, so make sure your written skills shine through in your application.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company and the fantastic benefits we offer!
How to prepare for a job interview at Coventry Building Society
✨Know Your Customer Service Basics
Brush up on your customer service skills, especially in a telephone context. Be ready to discuss how you've handled challenging customers in the past and what strategies you used to ensure their needs were met.
✨Familiarise Yourself with Banking Regulations
Since this role involves understanding regulatory policies, take some time to research basic banking regulations and ethical practices. This will show your commitment to the values of The Co-operative Bank and your readiness to follow their guidelines.
✨Practice Problem-Solving Scenarios
Prepare for competency-based questions by thinking through potential scenarios you might face as a Telephone Customer Service Advisor. Practise articulating your thought process and solutions clearly, as communication is key in this role.
✨Show Your Passion for Ethical Banking
The Co-operative Bank prides itself on its ethical approach. Be prepared to discuss why you’re passionate about working for an ethical bank and how you can contribute to their mission of making a positive impact on society.
