Customer Service Officer

Customer Service Officer (Part Time)

Main

Location:

Leek (Ad-hoc support in Hanley)

Contract:
Permanent

Part Time

Hours:

25 hours

Current Work Pattern:
Monday, Thursday, Friday 08:30 to 16:00 and Saturdays 08.30 to 12.30

Salary: £23,000 PRO RATA

Close Date: 01/03/2026

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.

We put people at the heart of every decision we make and there’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.

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 Money facts have awarded us the ‘Branch Network of the Year’ several years running!

Join us and help us continue to make progress in environmental and societal change, all with the UK’s original ethical bank.

We have a great opportunity for anyone who is looking to kick-start or continue their career within the financial services industry. It doesn’t matter if you haven’t worked in a bank before, as you will benefit from our training program and supportive environment.

You will develop expertise in banking practices and gain a deep understanding of our customers, products and services.

This role is ideal for someone with outstanding customer service skills with a willingness to speak with customers however they chose to contact us.

As a Customer Service Officer, you will be a key part of our team, delivering outstanding support to our customers across all our service channels. This includes:

• In-Branch Customer Support: Serving as the first point of contact for customers visiting our branch**.
  ** You will assist them with a wide range of personal and business banking needs, ensuring a positive in-branch experience.
• Inbound Call Handling:You will be an essential part of our bank's service, directly supporting our contact centre by handling customer queries, resolving issues, supporting customers through our digital transformation and providing account support over the telephone.
• Multi-Channel Support: Supporting customers through other channels, including secure messaging, to address their needs effectively and efficiently.
• Managing cash transactions and ensuring all banking processes are completed accurately
• Scheduling appointments with our dedicated Personal Banking Team to discuss additional products and services
• Protecting and educating customers against fraud and scams
• Engaging with customers from various backgrounds including those who may be vulnerable
• Working towards personal/team targets and objectives
• 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
• Participating in community outreach work and charity projects

• Previous experience gained within a customer service environment is essential
• Knowledge of cash handling would be advantageous
• Great communicator with a genuine desire to help people, thriving in an environment where you’ll take ownership of customer interactions
• Proven success in achieving targets, objectives or deadlines
• Computer literate with the ability to navigate quickly and confidently around multiple systems whilst speaking to customers
• Proficiency in assisting customers from diverse backgrounds, including vulnerable individuals.
• Maintain exceptional attention to detail while working in a fast-paced environment

• 27 days holiday rising to 30 days plus bank holidays
• Premium Allowance and Time in Lieu for Saturday working
• Competitive pension with up to 10% employer contribution
• Income protection/life assurance
• 2 paid days for volunteering per year
• Free onsite parking
• ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme
• Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy and GP appointments
• Colleagu…