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Customer Experience

Serving our members

Change department…

The voice of our members

We’re the team who put ourselves in the shoes of our members, brokers and people to understand their needs and expectations in order to improve their experience.

We make sure our customers’ voices are heard and we respond to what they tell us. We work with all departments across the Society, carrying out research, analysing complaints and bringing in best practice from other organisations.

To continuously improve the service we offer, our role is to anticipate the ever increasing expectations of our customers and make sure these are considered across the Society and are at the heart of decision making.

We’re an expanding team. We’re looking for both new talent and experts to help shape our work.

For any role in our team, you’ll need curiosity, empathy and the enthusiasm to improve our customers’ experience. We’ll reward your talent and commitment with a supportive and stimulating environment, and all the benefits of an employer who genuinely puts its members first.

View the latest opportunities here

What our people say

  • I’ve worked in a number of different departments including the Branch Network, Intermediary Development, Financial Crime and I’m now in our Compliance team.

    Regulatory changes can have a big impact on the business. It’s part of my job to track those changes and keep the business informed.

    I get to work with lots of different teams – Product Design, Marketing, Customer Experience, Legal and Business Change to name a few. Every day really is different!

    There are numerous opportunities for development and progression if you choose to take them. Ultimately, you drive your own future.

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    This kind of culture doesn’t just happen overnight – it comes from the top and it’s been a pivotal part of the organisation for many years.

    Emma - Compliance

  • I started working at the Coventry as a Saturday Customer Service Assistant, I’m now a Customer Service Specialist and I’ve just started on the Management Development Programme, which is designed to help enhance my leadership skills.

    Every day is different. I come to work smiling and I leave smiling. Making a difference to our members motivates me to come to work each morning. I’m helping people and I get so much satisfaction out of it, whether I’m opening an account for a customer or supporting them with a complex transaction, our members really appreciate us.

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    We are so invested in community work too. In our branch alone, we’ve raised almost £20,000 for our community partner. We have the most amazing customer base. They’re so generous – they’re as passionate about the charity as we are.

    Jess - Branch Network

  • Starting out in our Savings Operations team, I quickly progressed in to our Quality Assurance team, then into Customer Relations.

    I studied Accountancy at University and always wanted to work in Finance, so when a role came up I knew I wanted to apply…now I’m a Cost and Management Accountant.

    My job is so varied. If I was talking to someone about a career here, I’d say... "you'll definitely find an area you enjoy".

    I was offered study support so I could gain my professional finance qualification. It was hard work, it was worth it though! They’re really supportive of people studying, training and going through exams. I came joint tenth overall in the world and now I’m qualified. Not only that, I’ve got brilliant experience from the ground up so I wouldn’t have it any other way.

    What excites me about my role is that we’re so engaged with the whole Society and we’re looking to the future, rather than just dealing with historical numbers. I love asking questions like... Will this project benefit our members? What will the business benefits be? Will it make us more cost-efficient?

    Karan - Finance

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  • I’ve been with the Coventry for most of my career, my background is actually in Finance and whilst in this team, I was intrigued by the part that Business Change played in shaping the Society and I felt that it would be an interesting career move. After completing a secondment in Change, I took on a Trainee Business Analyst role and now I’m training to be a Project Manager.

    The Coventry makes a big investment in delivering a fantastic customer experience and understanding the wider impact each project has is critical. Getting things right for our members is the most important thing.

    Working in Business Change has taught me so much and helped me develop transferrable skills, such as analysis and decision making, project management, report writing and managing stakeholders. These are all qualities I feel I could take to any part of our business.

    I know I still have a lot to learn but I’m focused on becoming a fully-fledged Project Manager and I know the Coventry will support me to get there.

    Scott - Business Change

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