Customer Service Adviser Apprentice

Introduction

Want to change the world? Choose a career that makes a difference.

As one of our Customer Service Advisers, you will be the first point of contact for our customers. Combining confident, compassionate communication with expert product knowledge, you will provide the guidance that ensures our customers get the support they need.

About the Employer

At The Co-operative Bank we’re proud to be different.

We’re proud of our values and beliefs, and our unique, customer-led Ethical Policy that shapes everything we do.

Born out of the co-operative movement over 150 years ago, you could say that doing the right thing has always been our thing. 

We don’t just help people with their money, but help people fight for justice and the causes they care about.

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.

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

Founded in 1872, The Co-operative Bank provides banking, savings and loan options for individuals who believe community, the environment and ethics play an important role in business.

The Co-operative were the first UK bank to introduce a customer-led ethical policy and develop values that empowered the bank to make a positive difference to the world around them.

Through their commitment to limiting global climate change, to promoting human rights and equality, and to supporting social development and the small business community, they are well placed to drive ethical change.

The Co-operative Bank is now part of the Coventry Building Society family.  

What You'll Do

As part of your role, you will be:

• The first point of contact for customers, taking calls and signposting clients to suitable solutions
• Managing high volumes of calls in a fast-paced environment, using resilience and a positive attitude to keep things running smoothly
• Using appropriate communications and questioning skills, along with listening techniques, to identify customer need, build rapport and demonstrate understanding
• Providing clear explanations of different product and services to help customers make choices that are right for them and the bank
• Using different IT systems to support customers, ensuring data is captured accurately
• Protecting and educating customers against fraud and scams
• Problem-solving to improve the customer journey
• Working towards personal/team targets and objectives
• Adhering to day to day regulatory and compliance requirements
• Organising your workload, prioritising activity to meet deadlines

Training Outcome

After you have successfully completed the apprenticeship, you will be able to progress your career within the bank.

Skills Required

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Team working
• Ability to follow regulation
• Listening skills
• Motivated
• Resilience
• Energy and enthusiasm

Course Information

Course: Customer service practitioner (level 2)

Level: 2

Route: Sales, marketing and procurement

Apprenticeship Level: Intermediate

Working Arrangements

Working Week: Apprentices will work shifts that total 35 hours per week, within the following times: Monday to Friday, between 8.00am and 6.00pm. Saturday and Sunday, between 9.00am and 5.00pm (typically every other weekend). Shift patterns are provided in advance.

Expected Duration: 1 Year

Number of Positions Available: 8

Training Provider: WORKPAYS LIMITED

This employer is part of the Disability Confident scheme, committed to employing disabled people.