Customer Service Telephone Advisor – Coventry
About the role
To continue our commitment to ensure our customers receive an exceptional level of service our Customer Service Contact Centre is growing and are looking for customer focused, friendly and helpful people to join them, to support our Co-operative Bank calls. Our fast paced, team orientated and supportive environment is really at the heart of our customer service.
This 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 other queries, like opening accounts or supporting our customers through more difficult, challenging and sensitive situations.
Benefits
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
- Life assurance (6 times annual salary)
Find out more about the fantastic benefits of joining Coventry Building Society Group here.
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 and providing great service in a busy 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 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 7th September 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 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!
Working pattern after training will be Monday – Friday 8am – 6pm and every other Saturday and Sunday 9am-5pm (with days given back in the week)
Location
Coventry-Binley Business Park, Hybrid, Manchester
Salary
- £28,175 (includes a 15% shift allowance)
- Up to £140,000 per annum plus car allowance
- Up to £122,500 per annum plus car allowance
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