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Job Title: Customer Service Officer

Location: Sunderland

Salary: £21,000 pro rata plus annual bonus, 27 days holiday rising to 30 days plus bank holidays and a fantastic range of benefits

Contract: Permanent

Work Pattern: Part Time 14 hours per week Monday and Friday

A career that really makes a difference

Who we are:

Formed in 1872 in Victorian Rochdale, our bank was built on co-operative values that still stand today. A lot has happened in 150 years, and we’ve been there through it all. Not just helping people with their money, but helping people fight for justice and the causes they care about. We are the only UK high street bank with a customer-led Ethical Policy; one of the main reasons our customers choose to bank with.

We are the bank for people with purpose. From supporting local communities to tackling climate change, all our colleagues and customers have a say in who we are and how we do business. Ethical then, ethical now, ethical always.

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.

What we are looking for:

We are looking for a career focussed and passionate Customer Service Officer who is able to deliver the best customer service and who is willing to go the extra mile to provide moments of truth or magic moments, so our customers stay, buy and recommend us to others.

You will act as a trusted expert, build and maintain long-term relationships with our customers and deal with their day to day banking transactions.

We will provide you with full training and great support, so previous experience of finance or banking isn’t required. Being ready to learn and having a keen interest in banking will drive you to develop in this role.

What you can expect from us:

• 27 days holiday at start, rising to 30 days plus bank holidays
• Annual bonus scheme
• Competitive pension / income protection / life assurance
• 2 paid days for volunteering per year
• Strong career path within Financial Services
• 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

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As a Customer Service Officer you will be responsible for:

• Acting as the first point of contact for personal and business banking customers within the branch
• Identifying and addressing customers’ needs and educating them on our products and services accordingly, 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
• Providing loan and credit card facilities
• Managing and balancing a till and taking responsibility for cash management and control
• Updating customer records and processing accurate information using internal systems
• Protecting customers against fraud and scams
• Aiding and helping customers to self-serve using the cash machines in the banking hall
• Guiding customers through our digital transformation
• Providing solutions and handing over issues to other team members as required
• Adhering to day to day regulatory and compliance requirements
• Working with a team, sharing and identifying ways to improve processes and customer experience

This is a great opportunity to shine and demonstrate:

• A passion for excellent customer service, including helping customers with our internet banking and App
• A willingness to learn about our financial products and banking processes
• Previous experience gained within a customer service focussed environment
• Cash handling experience
• Excellent communication and numeracy skills
• High levels of energy, resilience and self-motivation
• The ability to adapt quickly and juggle multiple tasks from opening new accounts to advising on products and services and dealing with various customer queries

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.

Unfortunately, we can only consider candidates with the right to work in the UK at this time.

Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected.

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.

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