Assistant Cluster Manager – Colchester

Saffron Building Society; Colchester; Vor Ort; GBP 25.000 - 34.000; Vollzeit

Benefits dieser Stelle

Performance Related Recognition Scheme

Annual Bonus

Pension 5% Employee and 8.5% Employer

Wellbeing support (Physical, Mental, &

Life Assurance & Income Protection

Holiday Exchange

Zusammenfassung

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.

Qualifikationen

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

Aufgaben

• 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.

Jobbeschreibung

Join Our Team as Assistant Cluster Manager at Saffron Building Society – Colchester Branch!

Are you ready to elevate your career with a fulfilling opportunity in a supportive and dynamic environment? Saffron Building Society is on the lookout for a passionate and driven Assistant Cluster Manager to join our Colchester Branch. This is your chance to make a real difference while advancing your career in the heart of your community.

What We Offer:

• A Thriving Work Environment: Join a team where collaboration and innovation are at the forefront of everything we do.
• Career Development: We believe in nurturing talent. Enjoy ongoing training and development opportunities to help you grow in your career.
• Competitive Salary & Benefits: Receive a competitive salary along with a comprehensive benefits package that prioritises your well-being.
• Community Impact: Be part of an organisation committed to supporting local communities through responsible lending and sustainable practices.

Key Responsibilities:

• Improving the customer journey by achieving excellent, swift, efficient and error free management of customer’s transactions and administration, keeping the customer informed of any delays or issues.
• Adding value to the customer and the Society by achieving first contact resolution.
• Proactively organising the team’s telephone, webchat and administrative work queues, ensuring customers receive service as quickly and efficiently as possible.
• Supporting the monitoring webchat and telephony queues ensuring appropriately covered.
• Enhancing the Society's image, presence and reputation, treating each customer in accordance with defined standards, maximising customer satisfaction by ensuring that customer needs are matched to Society services wherever possible.
• Assisting in the delivery of the Society’s customer service standards and KPI’s within agreed SLA’s
• Providing ongoing training and oversight to the team to ensure competency standards are maintained
• Responding to out of hours call outs and premises related issues where required
• Complying with defined processes to ensure regulatory, audit and compliance standards are met
• Ensuring department transactions are accurate and that processes are efficient and carried out in accordance with Policy and Procedures

What You’ll Bring:

• Previous experience in a supervisory or managerial role within the banking or financial services sector would be advantageous.
• Strong interpersonal and communication skills to effectively engage with our members/customers and team members.
• A proactive and enthusiastic approach to problem-solving and decision-making.
• A commitment to delivering exceptional customer service and supporting the community.
  

Why Saffron Building Society?

At Saffron Building Society, we uphold values of Community, Problem Solving, Responsibility and Service. Our focus is on building lasting relationships with both our members and our team. If you’re looking to be part of a forward-thinking organisation that values your contributions, then this is the role for you!

• Performance Related Recognition Scheme
• Annual Bonus
• Pension 5% Employee and 8.5% Employer
• Physical, Mental and Financial Wellbeing support
• Life Assurance & Income Protection
• Holiday Exchange

About Us

We all know happiness comes from within. And it’s no different with Money Happiness. It starts right here! At Saffron Building Society we’re ready to build it, inspire it and celebrate it with our members, people and communities.

So, whatever that ‘happy’ is – from picking up the keys, to saving for that big day – we’re here with open arms, curious minds, and the kettle on. Ready to cheer our members on when they’re winning or build them back up when things haven’t gone to plan. And why? Because that’s what families do.

For us, this is much more than a job. We’re here to make things better, roll up our sleeves and think what’s next to rebuild. Our people are the beating heart of Saffron, and it takes each and every one of us to provide the service we’re proud of.

So, bring you! Your energy, an abundance of team spirit and your hunger to help. Together we are building happy.

At Saffron, we are committed to building happy; for our communities, members, and each other. We do this through attracting and building a diverse group of talent and encouraging an inclusive environment which foster a sense of belonging for all. We hire the best people and have a collaborative culture where everybody’s uniqueness is celebrated and respected. We recognise the strength in having a diverse workforce, adding different perspectives, ideas and values. We are inspired to leave a legacy for our communities and each other.

Colchester, Halstead, Haverhill & Saffron Walden