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Customer Services Telephone Advisor

About The Role
Do you want to work for an award winning Customer Service Contact Centre who is part of The Sunday Times 100 Best Companies to work for in 2018.  We're proud to have been ranked 55 in 2018 – what an achievement!!
 
It's proof that not only do we look after our customers, but our staff too.  After all, happy staff means happy customers!

Come and join our award winning Customer Service Contact Centre team as a Customer Service Savings Telephone Advisor. We will train you to deliver our award winning service.

As we continue to grow and see continued success with internal progression, we are looking for customer focused individuals who thrive on providing an exceptional level of service, to join our Savings Customer Service Contact Centre. We have a reputation for excellent customer service and putting members first and we are keen to meet with individuals who are like minded.

Our Customer Service Centre provides a first point of contact for our customers and is truly at the heart of our savings business. Its a fast paced, friendly and supportive environment where every day is different, whilst being a fantastic place to learn and develop yourself.

Your main responsibilities are taking calls from our customers, helping and supporting them with their enquiries which can range from simple balance enquiries, transferring money or amending details, to opening a new account for them or supporting them through our online services. We aim to provide a world class service, whilst providing clear and accurate information and resolve any customer challenges.

Once you are confident with the entry elements of the role you will progress through a structured accreditation programme, enabling you to deal with more technical / complex situations supporting you to develop not only yourself but potentially your career if you wish.

What makes every day worthwhile as a Customer Service Telephone Advisor?

Phil Hodgson – Savings Telephone Advisor

“It is the reward of being able to help people deal with situations that are challenging to them, by giving guidance, advice and delivering a positive experience.

The great part of Coventry’s approach is that no-one ever will tell you that your call has taken too long. Some calls might last 60 seconds; other calls may last 30 minutes. You are trusted to take as long as is needed to put that member at ease and resolve their enquiry, first time.”

Lesley Carlton – Savings Telephone Advisor

“I re-joined the Society in 2018 when I moved back to the area.  The Coventry was my first port of call when I started looking for work; I’d really enjoyed my previous employment and heard some fantastic things about them in recent years.  Friends of mine have worked at the Society for over 20 years and remain fiercely loyal, so they had to be doing something right!  I found the recruitment process refreshing; the team were friendly, personable and approachable, making the whole process a pleasant experience.  The interview was my first one in 18 years so I was naturally nervous but I was immediately put at ease by the interviewers.  I was delighted to be offered the role, something completely new to me and the five weeks training was invaluable with role specific training to fully prepare you .  Joining my team in the Contact Centre has been a hugely positive experience as the teams are motivated, friendly and massively supportive of each other.  I’ve realised that talking to people over the telephone is something I’m good at and due to the wide range of services we offer makes each day, and indeed each call, different.  

The confidence I’ve gained over the first few weeks has impacted not just on my customer service role, but in my personal life as well.  More importantly, we are actively encouraged to continue our learning and development journey.  For me, the flexible shift system is particularly advantageous as it enables me to have time off during the week.  One aspect that I enjoy about working for The Coventry is the emphasis on fundraising for both national and local charities, and work within the local communities.  I recently took part in a ‘Fun with Numbers’ project at a local primary school finding unique ways to improve children’s maths capabilities.  In summary, my first 4 months have proved to be a hugely positive and rewarding experience and I am looking forward to my future career with the Coventry”



 

About You
About You
  • Recent experience of work within customer service
  • Ability of working in a fast paced environment 
  • Strong communication skills and attention to detail 
  • Team player with a flexible approach
  • Problem solving ability 
  • Dedicated, professional and committed

Start date for the role is the 1st April followed by 5 weeks of training and the recruitment process will begin early January.

You will be required to work 35 hours per week, flexibly across the following hours:

  • 8am to 8pm Monday to Friday 

  • 9am to 5pm Saturday

  • 10am to 4pm Sunday
About The Company
Winners of Contact Centre: Great Places to Work (Accredited to CCA Global Standard since 2017) two years in row!

We’ve been proud holders of Gold Ribbons from Fairer Finance since they introduced them over two years ago. Fairer Finance helps consumers find a bank or building society that offers good service, not just a good rate.

ORC Employee Engagement Award for Excellence

YouGov Highest Customer Satisfaction of any Bank of Building Society

Key Information

Role Title:
Customer Services Telephone Advisor
Salary Details:
£17,748 per annum (this includes a 20% shift allowance applicable to the role)
Number of hours per week:
35
Location:
Coventry - Walsgrave
Vacancy Type:
Permanent - Full Time
Closing Date:
22 Feb 2019