Regional Customer Experience & Community Lead

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

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.