Branch Manager - Community & Customer Leader

Leek Building Society; Compton; Hybrid; GBP 36,000 - 39,000; Full time

Benefits offered by this job

7.5% employer pension contribution

Minimum 26 days' holiday plus bank hol

Holiday purchase and sale scheme

Free health screening

24/7 GP access for you and your family

Mental health support

Enhanced sick pay and family leave

Life assurance

Workplace savings account with £100</n

Continuous learning and development

Retail discounts and salary sacrifice

Onsite gym

Flexible and hybrid working

Job summary

Leek Building Society in Ashbourne is seeking a Branch Manager to lead our Ashbourne branch, develop the team and deliver outstanding customer experiences. You’ll drive relationship-building with the local community and businesses, while ensuring the branch operates efficiently and compliantly.

You will network actively, plan resources, coach staff and promote Society products, delivering high standards of service.

Qualifications

• Experience of leading teams that develop customer relationships in a face-to-face environment.
• Previous line management or team leadership experience.
• Experience of working in a customer service environment.
• Experience of working effectively as part of a team.
• A passion for delivering exceptional customer service through others.
• The ability to lead by example, coach colleagues and support their development.
• Strong influencing and team leadership skills.
• The confidence to address underperformance and challenge appropriately.
• A good standard of numeracy and literacy.
• A positive, resilient and proactive approach.
• The ability to work independently, use your initiative and see the wider organisational picture.
• Flexibility to work across different branch or office locations when required.
• Willingness to work outside standard hours occasionally to support business or community events.

Responsibilities

• Leading, developing and motivating a customer-facing branch team.
• Setting clear objectives, providing timely feedback, recognising strong performance and addressing concerns appropriately.
• Coaching colleagues through observation, feedback and development activity.
• Planning branch resources and organising the team’s activities to ensure the branch operates effectively.
• Leading daily branch meetings and setting clear expectations and priorities.
• Ensuring customers receive excellent service and that their needs are identified effectively.
• Supporting colleagues to promote appropriate Society products and services.
• Managing customer complaints and feedback in accordance with the Society's processes.
• Conducting customer interviews and serving customers to demonstrate what excellent service looks like.
• Ensuring transactions and administrative duties are completed accurately and in line with Society procedures.
• Maintaining effective cash, till, safety and security controls.
• Embedding a positive risk culture and ensuring regulatory requirements are met.
• Delivering against the branch balanced scorecard and encouraging a commercially focused approach.
• Proactively networking with local businesses, schools, charities and community organisations to build meaningful relationships and strengthen the Society's local profile.
• Identifying opportunities for the branch to support, collaborate with and become more visible within the local community.
• Promoting volunteering and community activity, and monitoring the impact the branch makes within the communities it supports.
• Collaborating with colleagues across the Branch Network and Head Office to improve customer experience and operational effectiveness.

Skills

Team leadership

Customer service

People development

Coaching

Communication

Numeracy

Literacy

Independence

Reliability

Flexibility

Job description

Leek Building Society in Ashbourne is seeking a Branch Manager to lead our Ashbourne branch, develop the team and deliver outstanding customer experiences. You’ll drive relationship-building with the local community and businesses, while ensuring the branch operates efficiently and compliantly.

You will network actively, plan resources, coach staff and promote Society products, delivering high standards of service.