About the role Our Customer Service Contact Centre arelookingfor customer focused, friendly and helpful people to join them to support our Co-operative Bank calls. Our fast paced, teamorientated and supportive environment is really at the heart of ourcustomer service. The role will involve taking high volumes of inbound calls from lots of different and identifying customers banking needs, whilst guaranteeing the right outcome for our customers and the bank. It will be 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 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 otherqueries,like opening accounts orsupportingour customers through more difficult,challengingand sensitive situations. 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 sharedparental leave Extensivewellbeing support Life assurance (6 times annual salary) Find out more about the fantastic benefits of joining Coventry Building Society Group here. We reserve the right toclosethis advertearlyif we receive ahigh volumeof suitable applications About you For this role you'll be a people person with good experience of interacting with customers and providing great service in a busy environment. Phone experience isnt essential as youll receive full training on our systems and services but it'simportant 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 youll need to have: Strong experience in a customer based 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 is the 5th May2026 with your first 12 weeks consisting training and support onsite to get you taking your first calls.Once you revert to hybrid well ask you to at least spend 50% of yourworkingtime with us inCoventry House, in Binley. Here you'll spend time with your team, enjoy free car parking, a self-servicerestaurant,multi faith room,well-beingand games room! Working pattern after training will be Monday - Friday 10am - 6pm and every other Saturday 9am-5pm (with a day given back in the week) Our recruitment process Initial call with our recruitment team Final stage competency based interview with our manager About us In 2025 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. Trusted by over four million people 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. Were 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. Were serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know youll build more than just a career with us. Flexibility and why it matters We understand the need for flexibility, so wherever possible, well 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 Were proud to offer an interview or assessment to every disabled applicant who meet 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.