Contact and Digital Centre Manager

West Brom; West Bromwich; Hybrid; GBP 70,000; Full time

Job summary

A financial services organization in West Bromwich seeks a Contact and Digital Centre Manager to lead a high-performing team, enhance customer experience, and drive digital transformation initiatives. The ideal candidate will have strong leadership skills, a customer-centric approach, and experience in managing performance. Benefits include a competitive salary, development opportunities, and flexible working arrangements.

Benefits

Development opportunities

Generous holiday allowance

Paid volunteering days

Life assurance

Private medical insurance

Salary sacrifice car scheme

Access to perks and discounts

Qualifications

• Experience in performance management and recruitment within the financial services industry.
• Ability to work on own initiative and effectively as part of a team.
• Experience in coaching and developing others within a team.

Responsibilities

• Lead a high performing team to meet service and quality standards.
• Identify strategies to grow new mortgage applications.
• Ensure compliance with legislation and regulations.

Skills

People management experience

Digital transformation experience

Customer centric

Calm and confident communicator

Empathy

Job description

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Contact and Digital Centre Manager

Salary: c. £70,000 per annum

Hours: 35 hours per week

Contract: Permanent

Location: Hybrid (Office: West Bromwich)

We're made for each other

At the West Brom, we know solid futures don't happen overnight. So, whether our customers are looking to own their first home or have savings they can rely on, we'll do everything we can to help them build the life they want bit by bit. We're all about customer experience, which means we do the right thing, not just the easy thing. Whatever your role, you'll put the customer at the heart of everything you do and make a positive lifelong impression.

What you'll be doing:

• Leading a high performing team to meet and exceed service and quality standards through coaching, feedback and performance management.
• Staying in the loop with other departments as a key stakeholder acting as a subject matter expert.
• Identifying and implementing strategies to grow new mortgage applications, increase savings balances and digital servicing take up.
• Promoting a customer centric culture and finding ways to improve customer experience.
• Managing recruitment and retention with a multi-channel approach.
• Leading on the growth of the existing Customer Contact Centre team and setting up a digital servicing team in line with transformation, strategy and future demand models.
• Implementing and servicing a newly created digital platform.
• Supporting the design and delivery of digital transformation ensuring customers are at the heart of decisions we make.
• Ensuring appropriate controls are in place to comply with legislation, FCA regulations and Conduct Risk.
• Driving a culture of continuous improvement following feedback and trend analysis to improve customer experience.
• Leading and managing the Learning & Development team, working with them to support the business training needs.

What we're looking for:

• People management experience including performance management and recruitment within a financial services industry.
• An individual who can work on their own initiative in the pursuit of business objectives whilst working well in a team.
• Digital transformation and leading through change experience.
• An infectious team spirit who's ready to collaborate and share ideas.
• A calm, clear, and confident communicator who has in experience in coaching and developing others.
• A customer centric person who holds a genuine interest in customers and their needs.
• Empathy, we want you to put yourself in others' shoes. You'll need to listen, understand, and offer support to your teams.
• A motivated leader with strong leadership, communication, coaching, influencing and mentoring skills.
• Knowledge of running and growing a Contact and Digital Contact Centre is preferable.
• Thorough knowledge of the Society's people procedures and values and the ability to apply them where needed whilst working with HR.

What's in it for you:

• We pride ourselves on our development opportunities and always look to promote from within wherever possible,
• Holiday starting at 175 hours (25 days) plus bank holidays that grow with your time with us and the opportunity to buy or sell up to 5 days holiday each year,
• 2 paid volunteering days a year,
• Living Pensions: Pension scheme starting at 5% contribution from you and 7% contribution from us, and we'll match your further contributions up to 10.6%
• Enhanced maternity, paternity and adoption leave with paid fertility treatment, neonatal and pregnancy loss leave,
• Life assurance provided by the Society at 4 times your salary,
• Yearly performance related pay scheme and pay review,
• Private medical insurance that's discounted when your time with us grows, with the option to include family members,
• Salary Sacrifice Electric/Hybrid Car Scheme,
• A Perkbox account - giving you 24/7 access to perks, benefits, discounts, wellbeing tools and loads more!
• And much more, from flexible working options, wellbeing support and a whole heap of warm West Bromness.

We're a Disability Confident Leader and encourage disabled applicants and all from diverse backgrounds to apply. We'll do what we can to adjust our recruitment journey and offer a guaranteed interview to disabled applicants who meet what we're looking for.

We are an equal opportunities employer and welcome applications from all suitably qualified persons. Please note that we reserve the right to withdraw our adverts earlier than the original published expiry date, therefore if you are interested please submit your application as soon as possible.