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Full job description
About the role
Want to change the world? This role offers the chance to build a career that genuinely makes a difference. At The Co‑operative Bank, values and ethics shape everything we do, guided by our customer‑led Ethical Policy and a 150‑year heritage of doing the right thing. The Bank puts people at the heart of every decision and stands up for the causes that matter most.
The role of a Telephone Customer Service Advisor will be the first point of contact for customers, taking high volume inbound calls and identifying their banking needs to deliver excellent service and the right outcomes for both customers and the Bank. This role requires delivering a consistently high‑quality service while working confidently across multiple systems in a fast‑paced environment.
As the person in role develops, they’ll build broader skills and knowledge, including learning how to identify, prevent and stop financial crime. Alongside this, the role holder will use problem‑solving skills and fresh perspectives to help improve the customer journey.
Joining The Co‑operative Bank means contributing to meaningful environmental and societal change, while building a rewarding career with the UK’s original ethical bank.
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)
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 need to 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
Experience in these areas would be helpful:
- Banking / financial services and / or call centre experience
Start date for the role is the 22nd June 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 Balloon Street, Manchester City Centre.
Working pattern after training will be Flexible with shifts Monday to Friday from 8am – 6pm, Saturdays and Sundays from 9am to 5pm (typically every other weekend).
Our recruitment process
- Initial chat with our recruitment team
- Competency based interview with our manager
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 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.
Location
Manchester