At a Glance
- Tasks: Provide exceptional customer service by handling inbound calls and solving banking queries.
- Company: Join a trusted ethical bank with a commitment to customer care.
- Benefits: Enjoy 28 days holiday, bonuses, pension contributions, and extensive wellbeing support.
- Other info: Flexible working patterns available and a supportive team environment.
- Why this job: Make a real difference in customers' lives while developing valuable skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 24098 - 29453 £ per year.
About the role
To continue our commitment to ensure our customers receive an exceptional level of service, our Customer Service Contact Centre is looking for customer-focused, friendly and helpful people to join them, to support our Co-operative Bank calls. This fast-paced, team-oriented and supportive environment is really at the heart of our customer service.
This role will involve taking high volumes of inbound calls from different people and identifying their banking needs, whilst guaranteeing the right outcome for our customers and the bank. It's the first point of contact for our customers, problem-solving and educating customers on safer ways of banking as well as providing protection from scam and fraud attacks, helping keep their money safe.
It will involve multi-tasking across different systems whilst providing a high-quality customer service and learning new skills that will develop knowledge and capabilities, including identifying, preventing and stopping financial crime. As the role grows, training and support will be given to deal with other queries, like opening accounts or supporting our customers through more difficult, challenging and sensitive situations including vulnerability.
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)
We reserve the right to close this advert early if we receive a high volume of suitable applications.
About you
For this role you'll be a people person with good experience of interacting with customers daily and providing great service in a busy, fast-paced environment. Phone experience isn’t essential as you’ll receive full training on our systems and services but it's important that you can engage with a diverse range of people, find out how to help them best and give them a great experience with us.
For this role you’ll need to have:
- Strong, recent experience in a customer-focused role.
- Experience of interacting directly with customers and providing a great service on a daily basis.
- Ability to follow and understand policies and processes.
- A background of working in a fast-paced environment and achieving targets or deadlines.
- Good communication and problem-solving skills.
- Good IT skills and a demonstrable ability to learn and use new systems.
- Good accuracy and attention to detail.
Experience in these areas would be helpful:
- Banking or call centre experience.
- The ability to deal with more complex queries/complaints.
- Experience in dealing with challenging or vulnerable customers.
Start date for the role will be 4th January with your first 12 weeks consisting of training and support onsite to get you taking your first calls independently. Once you revert to hybrid working, we’ll ask you to at least spend 50% of your working time with us in Coventry House, in Binley. Here you'll spend time with your team, enjoy free car parking, a self-service restaurant, multi-faith room, well-being and games room!
After training hours we'll ask you to work 35 hours (on average) over 5 days on a shifted basis covering 8am - 6pm Monday to Friday and Saturday and Sunday 9am-5pm (with days given back in the week).
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: Coventry-Binley Business Park
Customer Service Telephone Advisor - Coventry employer: We’re Coventry Building Society Group
As a Senior Sanctions Analyst at Coventry Building Society, you will join a purpose-led organisation that prioritises ethical banking and employee wellbeing. With a strong commitment to diversity and flexibility, the company offers a collaborative work culture, comprehensive benefits including a discretionary bonus scheme, and opportunities for professional growth within a supportive environment. Working in either the vibrant Coventry or Manchester offices, you'll play a crucial role in shaping the sanctions compliance framework while enjoying a fulfilling career with a trusted institution.
Contact Details:
We’re Coventry Building Society Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Telephone Advisor - Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at We’re Coventry Building Society Group. 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 We’re Coventry Building Society Group 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 Service Telephone Advisor - Coventry
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 We’re Coventry Building Society Group:Your cover letter is your chance to shine! Tell us why you want to work at We’re Coventry Building Society Group 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 We’re Coventry Building Society Group!
How to prepare for a job interview at We’re Coventry Building Society Group
✨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.
