Coventry Building Society
Customer Service Assistant - Norwich
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Customer Service Team Member – Norwich Branch
Critical Role
About the Role
We’re seeking a friendly, approachable, and customer-focused professional to join our Norwich branch team. This role is at the heart of our local community, delivering exceptional support to a diverse range of customers within a welcoming environment where no two days are the same.
This position is ideal for someone who:
- Thrives in direct customer interaction, engaging warmly and effectively with individuals from all walks of life.
- Excels in resolving customer issues, providing supportive, efficient, and professional service.
- Maintains attention to detail while balancing admin tasks, compliance, and administrative duties.
- Handles cash transactions with accuracy, resolves queries, and assists across telephone support for wider Customer Service needs.
Key Responsibilities
☑ Providing competent, caring, and efficient customer service in a retail or operational setting ☑ Assisting customers with account queries, financial advice, and product enquiries ☑ Adhering to company policies, financial regulations, and data protection rules ☑ Processing cash payments safely, reconciling transactions, and maintaining security protocols ☑ Managing telephone and in-branch customer communications with professionalism ☑ Updating internal records, administering forms, and completing routine admin tasks ☑ Collaborating with colleagues to ensure smooth team operations ☑ Supporting community initiatives where applicable
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Benefits
- 28 days annual leave (plus bank holidays and holiday buy-sell scheme)
- Discretionary annual bonus scheme
- Enhanced pension contributions for personal pension plans
- Maternity, paternity & shared parental leave
- Comprehensive wellbeing support, including mental health and financial wellness guidance
- Life assurance covering 6× annual salary
- Explore full benefits here www.coventrybuilding.se/benefits
Note: The role may close early due to high-volume applications. Apply promptly.
About You
Essential Requirements
The ideal candidate will have:
- Current experience in a customer-facing environment (e.g., retail, hospitality, call centres, or financial services)
- Proven track record of providing high-quality daily service, delivering positive customer experiences
- Strong attention to detail, with experience in processing data or customer information accurately
- Good communication skills, both verbal and written, with the ability to adapt to diverse customer needs
Desirable Skills
- Cash handling experience (covering reconciliation and security procedures)
- Ability to follow company policies, procedures, and ethical standards
- Problem-solving abilities when dealing with challenging, sensitive, or complex customer situations
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About Us
In 2025, Coventry Building Society united with The Co-operative Bank, combining purpose-led values with the UK’s original ethical bank to launch an ex citizens an societal movement. Together, we serve over four million people, upholding our core principles:
- Mutual ownership, free from profit-seeking shareholders
- Ethical commitment to customers, colleagues, and society
- Nearly 300 years of combined experience guiding our balanced approach
Recognition as a ‘Great Place to Work’ is underpinned by r nancial benefits including:
- Discretionary bonuses and culture of recognition
- Flexible working opportunities (discuss patterns in advance)
- Strong commitment to equality and diversity (race, age, faith, disability, and sexual orientation included)
- Disability Confident Commitment – candidates meeting minimum criteria are offered interviews; in the event of high application volumes, disabled applicants are prioritised when their skills match our criteria.
By joining us, you’re not just building a career—you’re building a future we all share.
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