Customer Service Advisors – Call Centre
Location: Manchester
Start salary: £22,250 + enhancements & benefits
Hours: Full time 35 hours per week
Shift patterns are set on a 4 week rota, given in advance. Shift patterns are between Monday-Friday 8am-7pm and Saturday & Sunday 9am-5pm. Sample shift patterns are available upon request.
**Want to change the world? A career that makes a difference
We’re not a bank that follows the crowd. Instead, we like to stand out for all the right reasons. Our bank is built on co-operative values that stand strong today. We don’t just help people with their money, but help people fight for justice and the causes they care about. Our unique customer-led Ethical Policy, has made us a natural leader in environmental and social issues today, and we’re market leaders in ESG as rated by leading ESG ratings agency Sustainalytics*.
What you’ll be working on:**
* You will be taking high volumes of inbound calls and identifying customers’ banking needs, whilst guaranteeing the right outcome for our customers and the bank.
* As you progress you will learn more skills that will develop your knowledge and capabilities, including identifying, preventing and stopping financial crime.
* As the first point of contact for our customers, you’ll be multi-tasking across different systems whilst providing high quality service.
* You’ll be problem solving and bringing a unique perspective to challenge and help shape our customer journey.
* By educating customers on safer ways of banking, you’ll be providing protection from scam and fraud attacks, helping keep their money safe.
We’re looking for colleagues who 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
Benefits
* 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
* Upskill opportunities with associated pay increases
* 2 paid volunteering days per year
* Performance based annual bonus scheme
* City Centre location
* For our full list of benefits please visit our careers site
Our recruitment process
* Initial call with recruiter
* HireVue video assessment
* Final stage competency based interview
We can only consider candidates with the right to work in the UK at this time.
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 8.5 as of 9 October 2023.