Customer Experience & Community Manager (City & South)

The Cambridge Building Society; Cambridge; On-site; GBP 36,000 - 44,000; Full time

Job summary

The Cambridge Building Society is seeking a Customer Experience and Community Manager to lead a group of branches, guide colleagues to deliver excellent customer outcomes and foster strong local relationships.

You’ll coach branch leaders, use customer feedback and performance insight to identify improvements, and help teams balance great service with effective controls. You’ll champion community activity, helping colleagues develop relationships that make a meaningful difference locally.

Qualifications

• Strong customer service and relationship-building skills.
• Ability to use data and feedback to make decisions with sound judgement.
• Experience leading teams across multiple locations, preferably in financial services or a regulated environment.

Responsibilities

• Lead and support branch leaders across your area, setting clear expectations and coaching them to succeed.
• Monitor customer experience, performance and risk measures, taking action where improvements are needed.
• Help colleagues deliver fair, consistent outcomes, including for customers who need additional support.
• Build a strong service culture through regular branch visits, feedback and recognition.
• Develop local relationships and community opportunities that raise awareness of the Society and support sustainable growth.
• Work with colleagues across the Society to resolve issues, share good practice and improve how our branches operate.

Skills

Customer service

Relationship building

Leadership

Data-driven decisions

Change management

Job description

At The Cambridge Building Society, we want our branches to be places where customers feel valued and our communities feel connected. We’re looking for a Customer Experience and Community Manager to lead a group of branches, support colleagues to deliver excellent customer outcomes and build strong local relationships.

You’ll coach branch leaders, use customer feedback and performance insight to identify improvements, and help teams balance great service with effective controls. You’ll also champion community activity, helping colleagues develop relationships that make a meaningful difference locally.

Day-to-day responsibilities

• Lead and support branch leaders across your area, setting clear expectations and coaching them to succeed.
• Monitor customer experience, performance and risk measures, taking action where improvements are needed.
• Help colleagues deliver fair, consistent outcomes, including for customers who need additional support.
• Build a strong service culture through regular branch visits, feedback and recognition.
• Develop local relationships and community opportunities that raise awareness of the Society and support sustainable growth.
• Work with colleagues across the Society to resolve issues, share good practice and improve how our branches operate.

You’ll be a supportive leader who can bring people with you through change. You’ll have strong customer service and relationship-building skills, sound judgement, and the confidence to use data and feedback to make decisions. Experience leading teams across more than one location would be valuable, particularly in financial services or another regulated environment.

Salary and working hours

Starting salary £40,000.00 per annum

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

5 days per week from our Branch locations

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