Hybrid Contact Centre Manager

We’re Coventry Building Society Group; Coventry; Híbrido; GBP 32.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Holiday allowance (28 days + bank hols

Discretionary bonus

Pension with matched contributions

Parental leave

Wellbeing support

Life assurance (6x salary)

Descripción de la vacante

Coventry Building Society in Coventry is seeking a Customer Service Manager to lead a Telephone Advisor team, delivering first-class service across inquiries and complaints. You will coach individuals and shape a customer-focused vision while maintaining high standards and efficient processes.

The role is based in Binley, Coventry, with hybrid working and shifts across 8am–7pm, Mon–Fri, and weekends as required. A supportive leadership environment and career development are provided.

Formación

• Experience leading customer-focused teams in financial services.
• Proven ability to coach and develop team members.
• Strong stakeholder management and influencing skills.
• Excellent communication and decisive planning.

Responsabilidades

• Lead, coach and inspire a team of Telephone Advisors to deliver a first-class service.
• Ensure queries are resolved accurately and in a timely manner.
• Develop and implement a customer service vision and standards.
• Act as point of escalation for complaints and service improvements.

Conocimientos

People management

Coaching

Customer service leadership

Stakeholder management

Decision making

Communication skills

Herramientas

CRM software

Microsoft Office

Descripción del empleo

Coventry Building Society in Coventry is seeking a Customer Service Manager to lead a Telephone Advisor team, delivering first-class service across inquiries and complaints. You will coach individuals and shape a customer-focused vision while maintaining high standards and efficient processes.

The role is based in Binley, Coventry, with hybrid working and shifts across 8am–7pm, Mon–Fri, and weekends as required. A supportive leadership environment and career development are provided.