Customer Service Assistant

About the role

We are looking for someone with outstanding customer service skills, who excel in a fast paced environment, are motivated to succeed and want to thrive in a rewarding organisation.

This role is the first point of contact for personal and business banking customers within our Romford branch, supporting customers through our digital transformation across a variety of channels including in person, telephone and secure messages. This role will be working Monday - Friday: 8:30 - 16:00 with an expectation to work one day a week from Southend branch. This is a fixed term contract for 12 months.

Other duties include identifying and addressing customer’s needs, cash management control and utilising various internal systems to update customer records. The role holder will also encourage customers to schedule an appointment with our dedicated Personal Banking Team to discuss relevant additional products and services.

The person in post will also be responsible for protecting and educating customers against fraud and scams and engaging with customers from various backgrounds including those who may be vulnerable. Day to day the role holder will work towards personal/team targets and objectives, adhere to day to day regulatory and compliance requirements and work as part of a team, sharing and identifying ways to improve the service provided by the branch.

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)
We reserve the right to close this advert early if we receive a high volume of suitable applications

About youTo be successful you'll have strong experience within a customer service environment with a passion for excellent customer service with a positive, enthusiastic and resilient approach.

For this role you’ll need to have:

Current experience in a customer focused role (e.g. retail, hospitality or call centre)

Experience of interacting directly with customers and providing a great service on a daily basis

Good attention to detail with experience of processing customer details or data accurately

Proficiency in assisting customers from diverse backgrounds, including vulnerable individuals.

The ability to work in a fast paced environment

Computer literate with the ability to navigate quickly and confidently around multiple systems

Experience in these areas would be helpful:

Experience of cash handling

Following policies and processes

Ability to deal with more challenging or sensitive customer situations

Proven success in achieving targets, objectives or deadlines

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…