Customer Experience Centre Lead | People & Operations

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

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.