Customer Service Officer

Customer Service Officer

Location: Nottingham city centre branch

Contract: Permanent

Hours: Full Time 35 hours per week. Monday to Friday 08:30 to 16:30 and every other Saturday 08:30 to 12:30

Salary: £22,250 plus annual bonus, 27 days holiday increasing to 30 days plus bank holidays and a fantastic range of benefits

Why join The Co-operative Bank:

We have a great opportunity for anyone who is looking to kick-start or continue their career with the financial services industry. It does not matter if you have not worked in a bank before, as you will benefit from our comprehensive training program and supportive environment. You will develop expertise in banking practices and gain a deep understanding of our customers, products and services.

As the original ethical bank, formed in 1872, we are the only UK high street bank with a customer-led Ethical Policy; one of the many reasons our customers choose to bank with us. Unlike a lot of businesses, we haven’t just developed an ethical approach we’ve had one from the very start.

Working in one of our branch offices is all about the customer experience, what our customers see, hear and feel and is not just simply a transaction. That’s why Moneyfacts have awarded us the ‘Branch Network of the Year’ several years running!

We are looking for people with outstanding Customer Service skills, who excel in a target driven environment, are motivated to succeed and want to thrive in a fast-paced and rewarding organisation.

The role:

We understand that banking in a branch is all about the customer experience. What our customers see, hear and feel and is not just simply a transaction. That’s why Moneyfacts have awarded us the ‘Branch Network of the Year’ several times. If you can bring excellent Customer Service experience, we are offering a brilliant opportunity to join our award-winning team with career progression opportunities.

What a typical day will look like:

• Acting as the first point of contact for personal and business banking customers within the branch
• Protecting and educating customers against fraud and scams
• Working towards key objectives
• Identifying and addressing customers’ needs and educating them on our products and services, as well as the different channels they can utilize to engage with us directly
• Supporting customers with daily banking, including cash and card transactions and cheque handling
• Managing and balancing a till and taking responsibility for cash management and control
• Updating customer records and processing accurate information using internal systems
• Getting involved in community outreach work and charity projects
• Guiding customers through our digital transformation
• Being pro-active to provide solutions to customers to meet their requirements
• Adhering to day to day regulatory and compliance requirements
• Working as part of a team, sharing and identifying ways to improve the service provided by the branch
• Flexible approach to working as you will have varied days from being on the counter, dealing with general enquiries and booking appointments for the personal banking team

Knowledge, skills and experience required:

• Unwavering customer focus, with the ability to handle queries of a sensitive and challenging nature
• Positive and enthusiastic approach
• Computer literate with the ability to navigate confidently and quickly around multiple systems whilst speaking to customers
• A passion for excellent Customer Service
• High levels of energy, resilience and self-motivation
• Previous experience gained within a Customer Service focussed environment working to key objectives
• Proactive approach to educating and supporting customers with different channels of managing their finances as well as going out in to the community
• Ability to learn about our financial products and banking processes
• Cash handling experience
• The ability to adapt quickly and manage multiple tasks from opening new accounts to advising on products and services and dealing with various customer queries

What we can offer you:

• 27 days holiday rising to 30 days plus bank holidays
• Annual bonus
• Competitive pension with bank contribution up to 10% based on your contribution for example you pay 4% we pay 8%.
• Income protection
• Life assurance
• 2 paid days for volunteering per year
• Family friendly policies and supportive working environment
• Recognition scheme and a culture in which we celebrate success
• Active network groups, ran by colleagues for colleagues
• Full training and development with career progression opportunities

We can only consider candidates with the right to work in the UK and can reliably commute to the branch.

Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We are a Disability Confident Employer.

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.

This role won’t be around for long, so we would advise to get your application to us as soon as possible by applying today.

Please note we may withdraw this vacancy once sufficient applications have been reached.