Customer Service Branch Manager

Coventry Building Society; Tamworth; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading building society in Tamworth is seeking a Customer Service Manager to lead and inspire their branch team. The role emphasizes customer focus, team development, and local engagement. Successful candidates should have retail banking leadership experience and a passion for excellent customer service. This position offers various benefits, including 28 days of holiday and a bonus scheme. Flexible working schedules are also considered.

Benefits

28 days holiday plus bank holidays

Annual discretionary bonus

Personal pension with matched contributions

Extensive wellbeing support

Life assurance

Qualifications

• Current experience as a leader managing a branch based team in retail banking.
• Experience of delivering high standards of customer service.
• Experience of coaching and developing team members.

Responsibilities

• Lead and inspire the branch team in Tamworth.
• Make local decisions for enhancing customer experience.
• Coach and develop team members to provide excellent service.

Skills

Customer focused

Resilience

Teamwork

Leadership

Communication

Job description

About the role

We're looking for a people focused Customer Service Manager to inspire and lead our branch team in Tamworth. Our role is all about the people, in our branch and in our community.

This is a job share opportunity working either - 5pm Monday, Tuesday and Wednesday or Wednesday, Thursday and Friday with alternate Saturdays -

The role is empowered to make local decisions, taking full ownership of not only the engagement, performance and development of the team but to also support the impact on the diverse community it serves. Ensuring the branch is loved locally by having a understanding of the needs of the community and seeking out opportunities to make a difference.

Inclusive leadership will help people feel they belong, and be able to be themselves, be at their best and grow. This will be achieved through effective coaching, demonstrating role model behaviour and leading from the front, showing the team what good looks like when it comes to delivering a best in class service.

Benefits

• 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 shared parental leave
• Extensive wellbeing support
• Life assurance (6 times annual salary)

Find out more about the fantastic benefits of joining Coventry Building Society

About you

To be successful you’ll be customer focused, resilient and the ability to work effectively in a team and support your peers. You are a confident, positive leader with the ability to handle complex situations and deliver difficult messages when needed.

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

• Current experience as a leader, managing a branch based team in retail banking
• Experience of delivering high standards of customer service
• Experience of coaching and developing team members
• 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

Desirable experience will be :

• Where you've improved customer experience
• An understanding of relevant industry codes of practice
• Experience of achieving service, quality levels and agreed SLAs

Our branches open Monday to Saturday and are on-site roles.

About us

We’re one of the largest building societies in the UK and we share a mutual goal across our branches and our offices to improve the lives of others.

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.

At the beginning of the year, The Co-operative Bank officially became part of our Group. Together, we have shared values and an ethical approach towards our members, customers, and colleagues.

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.

All together, better.

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.

Location

Tamworth