Customer Service Telephone Advisor

Our Customer Service Contact Centre are looking for customer focused, friendly and helpful people to join them to support our Co-op Bank calls. Our fast paced, team orientated and supportive environment is really at the heart of our customer 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 other queries, like opening accounts or supporting our customers through more difficult, challenging and sensitive situations.

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. 

To be successful in this role its essential you have:

• Strong experience in a customer facing 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

Desirable experience will include:

• 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 7^th April 2026 with your first 12 weeks consisting training and support onsite to get you taking your first calls. 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!

Shift patterns are given in advance and working patterns are between Monday - Friday 8am - 7pm, Saturday and Sunday 9am-5pm.

Our recruitment process

• Initial call with our recruitment team
• Final stage competency based interview with our managers

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.