Assistant Cluster Manager – Banking & Service Excellence

Saffron Building Society; Colchester; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Performance Related Recognition Scheme

Annual Bonus

Pension 5% Employee and 8.5% Employer

Wellbeing support (Physical, Mental, &

Life Assurance & Income Protection

Holiday Exchange

Job summary

Saffron Building Society invites applications for an Assistant Cluster Manager at the Colchester Branch. This role focuses on delivering high-quality customer service, supporting a dynamic team, and upholding the Society’s standards in a community setting.

Based in Colchester, the position offers development opportunities and a compensation package aligned with the responsibilities of leading frontline customer operations in a local branch.

Qualifications

• Supervisory or managerial experience in banking or financial services preferred.

Responsibilities

• Improve customer journey by efficient handling of transactions and administration, keeping customers informed of delays or issues.
• Add value by achieving first contact resolution.
• Organise the team’s telephone, webchat and admin queues to ensure fast, high-quality service.
• Support monitoring of webchat and telephony queues to ensure adequate coverage.
• Enhance the Society’s image by meeting defined service standards and maximizing customer satisfaction.
• Assist in delivering customer service standards and KPIs within agreed SLAs.
• Provide ongoing training and oversight to ensure competency.
• Respond to out-of-hours call-outs and premises-related issues as required.
• Comply with processes to meet regulatory, audit and compliance standards.
• Ensure department transactions are accurate and processes align with policies.

Job description

Saffron Building Society invites applications for an Assistant Cluster Manager at the Colchester Branch. This role focuses on delivering high-quality customer service, supporting a dynamic team, and upholding the Society’s standards in a community setting.

Based in Colchester, the position offers development opportunities and a compensation package aligned with the responsibilities of leading frontline customer operations in a local branch.