Contact Centre Manager - Coventry

Co-operative Bank plc; Coventry; Híbrido; GBP 28.000 - 59.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

28 days holiday + bank holidays

Discretionary bonus

Personal pension with matched contribs

Maternity, paternity and shared Par.

Life assurance (6x annual salary)

Descripción de la vacante

Co-operative Bank plc is seeking a Customer Service Manager for our Customer Remote Contact Centre in Coventry. The role is a 12-month contract focused on leading and coaching a team of Telephone Advisors to deliver first-class customer service, resolving queries efficiently and maintaining high standards across shift patterns.

The position offers a hybrid work arrangement with 2–3 days onsite, a shift allowance, and a discretionary bonus, plus pension and life assurance benefits.

Descripción del empleo

Our Customer Remote Contact Centre are looking for a Customer Service Manager to join them. This is an up to 12 month opportunity.

The successful candidate will be responsible for leading, coaching and inspiring a team of customer focused Telephone Advisors, who deliver a first class experience to our diverse range of customers, whilst responding to their queries efficiently and accurately.

Being passionate about leading people, setting a customer service focused vision and delivering high standards are key responsibilities as well as making sure the team are equipped to be subject matter experts while providing a professional, effective and personal service to all our customers. Coaching, developing and ensuring the team grow and achieve their own personal development goals will be important.

The role will also include ensuring the team are available to answer customer enquiries in a timely manner to meet our department service levels, whilst adhering to Group processes, including verification and application processing.

Other responsibilities include being a point of referral for all Contact Centre advisors, in particular with complaint management, support resolution and coaching for improvement. There are responsibilities of leading and owning champion roles, such as (but not exhaustive of) being the point of contact for overall performance in the contact centre or recruitment.

• 28 days holiday a year plus bank holidays and a holiday buy/sell scheme
• Annual discretionary bonus scheme
• Personal pension with matched contributions
• Maternity, paternity and sharedparental leave
• Life assurance (6 times annual salary)

We reserve the right toclosethis advert earlyif we receive ahigh volumeof suitable applications.

About you

For this role you’ll be customer focused, resilient and the ability to work effectively in a team and support your peers. You’re a confident,positiveleaderwith the ability to support your team, handle complex situations and deliver difficult messages when needed.

To be successful in this role it’s essential you have:

• Currentexperience managing a customer focused telephone team within financial services
• Experience of delivering high standards of customer service, in a fast paced environment
• Experience of coaching anddevelopingteammembers
• Evidence of working with stakeholders at all levels, with the ability to persuade and influence
• The ability to interpret and solve complex issues
• Good communication and strong decision making skills
• Good proactive planning and organisation skills
• Experience of direct customer contact resolution

Desirable experience will be:

• An understanding of relevant industry codes of practice
• Ability to improve processes and customer service

This opportunity is a shifted, operational role based in our Binley, Coventry office , working across the full operating hours between 8am-7pm Monday-Friday, Saturday and Sunday 9am-5pm. A hybrid working arrangement is in place with at least 2 or 3 days onsite required. What this looks like will be discussed during the recruitment process.

About us

In 2025, Coventry Building Society purchased The Co-operative Bank. Bringing together our purpose-led building society with the UK’s original ethical bank was the start of an exciting journey.

Trusted by over four million people, we’re a mutually owned business free from shareholders, and with our combined experience of almost 300 years, our ethics and dedication will continue to guide us. Together, we have shared values and an ethical approach towards our members, customers and colleagues.

We’re officially recognised as a ‘Great Place to Work’ and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and comprehensive support for wellbeing.

We’re serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know you’ll build more than just a career with us.

Flexibility and why it matters

We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.

Proud to be a Disability Confident Committed Employer

We’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.

Feedback

We are currently receiving a high number of applications for our roles and, while we review each one carefully against the advertised criteria, unfortunately we’re unable to provide individual feedback. We will contact shortlisted candidates directly.

£28,175 (includes a 15% shift allowance)

Coventry-Binley Business Park, Hybrid, Manchester

Full Time

Up to £59,000 (dependant on relevant experience)

Coventry-Binley Business Park, Manchester

Full Time

£150,000 to £190,000 (+ CA) per annum + EL level benefits package

Up to £55,000 (dependant on relevant experience) plus car allowance or scheme

£25,725 pro rata'd (includes a 5% shift allowance)