Customer Contact Centre Manager

The Cambridge Building Society; Cambridge; Remote; GBP 27,000 - 33,000; Full time

Job summary

The Cambridge Building Society is seeking a Customer Contact Centre Manager to lead a high-performing team across telephone, live chat and secure messaging at Cambridge Head Office.

You will own day-to-day operations, coach staff, implement performance improvements from data and customer feedback, and ensure compliant handling of vulnerable customers.

This permanent, on-site role offers a 36.25-hour week and a starting salary of £30,000 per year.

Qualifications

• Experience leading a Customer Contact Centre team.
• Ability to turn performance data and feedback into improvements.
• Commitment to supporting vulnerable customers and strong risk controls.
• Excellent coaching and staff development.

Responsibilities

• Lead day-to-day contact centre operations and manage customer demand.
• Coach the team, conduct evaluations and development sessions.
• Drive improvements through data, feedback and performance metrics.
• Ensure compliant handling of complaints and strong risk controls.

Skills

Team leadership

Customer service excellence

Performance management

Job description

Location: On site / Newmarket Rd, Cambridge CB5 8EG, UK
job type: Permanent / Full-time
Sector and subsector: Banking & Financial Services | Banking
AnnualFixed salary:£ 30000.00

Are you passionate about developing people and delivering exceptional customer experiences? At The Cambridge Building Society, we’re looking for a Customer Contact Centre Manager to lead an engaged, high-performing team, helping our members across telephone, live chat, secure messaging and other service channels.

You’ll take ownership of day-to-day operations, managing customer demand and team performance while balancing efficiency with quality and positive customer outcomes. Through coaching, call evaluations and ongoing development, you will build colleagues’ confidence and capability to understand customer needs, strengthen relationships and support business growth.

You’ll bring experience of leading a Customer Contact Centre team, strong operational knowledge and the ability to turn performance data and customer feedback into meaningful improvements. With a commitment to supporting vulnerable customers, effective complaint handling and strong risk controls. You’ll inspire your team to put members first in every interaction.

Salary and working hours

Starting salary £30,000.00 per annum

Monday to Friday 8:45am - 5:00pm (36.25 hours per week)

5 days per week from our Head Office (Cambridge)

Come and join a thriving independent mutual, where your contribution will help our customers.