Customer Service Advisor (ISA)
Salary: £23,000
Office Based: Leek
Full Time 35 hours per week
Want to change the world? Choose a career that makes a difference
At The Co-operative Bank we’re proud to be different. We’re proud of our values and ethics, and our unique, customer-led Ethical Policy that shapes everything we do.
Born out of the co-operative movement over 150 years ago, you could say that doing the right thing has always been our thing. We don’t just help people with their money, but help people fight for justice and the causes they care about.
We put people at the heart of every decision we make and t here’s never been a more important time for our Bank to stand up for the causes that matter most to our customers, colleagues and partner organisations.
Join us and help us continue to make progress in environmental and societal change, all with the UK’s original ethical bank.
The role:
As a Customer Service Advisor you will be working in a small team dealing with ISA and CTF (Child Trust Fund) requests, which includes activities such as closures, transfer ins and outs. The role will spend majority of your time processing on a computer so attention to detail is key. There will be some interaction with customers directly as well as some correspondence with other financial institutes. Full training will be provided for this role.
Key Accountabilities:
* Identifying customer needs and respond to them appropriately ensuring all relevant facts and information is gathered to ensure the outcome is the most appropriate for the customer or that the area responsible for proceeding with the outcome have all relevant information to maintain an excellent customer experience.
* Supporting the team by providing help, guidance and feedback to others, sharing best practice and seeking out opportunities for continuous improvement.
* Ensuring all customer interactions with customers are recorded and updated on the relevant systems, adhering to all relevant processes and procedures, to ensure accurate data and to make sure our customer information is protected at all times.
* Maintaining an excellent working knowledge of our suite of products and services, including that of our competitors to confidently understand the needs of our customers, providing guidance, service or solutions where appropriate, referring to specialist colleagues where necessary.
* Recognize customers in financial difficulties or vulnerable situations and work with them to reach a mutually acceptable solution utilising appropriate guidance provided.
Knowledge, Skills and Experience Required:
* 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
What You Can Expect From Us:
* Flexible and home working options
* 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
* Competitive pension with up to 10% employer contribution
* Income protection / life assurance
* Commitment from employers on continued learning & development
* Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family.
* 2 paid days for volunteering per year
* ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.
* Family friendly policies and supportive working environment
* Colleague network groups committed to inclusion and diversity within our Bank.
We can only consider candidates with the right to work in the UK at this time.
Our Bank is passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.
At the beginning of the year, 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.
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 11.2 as of 14 January 2025.