Customer Service Branch Manager

We're looking for a people-focused Customer Service Manager (SM) to lead and inspire our branch team in Southam, Warwickshire. This role is all about improving lives – not sales and targets – in our branch and community. This is a 12 month opportunity

Our CSMs are empowered to make decisions, to enhance their team’s performance, but also make a positive impact locally. They must form a deep understanding of the role their branch plays in the community and seek out opportunities to make a difference.

By nurturing their teams, successful CSMs deliver a service that members value. They care how others think and feel about coming to work. Their teams feel they belong, can be themselves and get the support they need to flourish.

Leading by example and being a key advocate of the Society’s regional vision will be key requirements.

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:

• Experience as a leader with a track record of managing a branch based team in retail banking.
• Experience of coaching and developing team members 
• Evidence of working with stakeholders at all levels, with the ability to persuade and influence
• An ability to interpret and solve complex issues,
• Good communication and strong decision making skills

Desirable experience will be:.

• Experience of delivering high standards of customer service and where you've improved customer experience
• An understanding of relevant industry codes of practice
• Experience of achieving quality levels and agreed SLAs

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

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.

If you would like to opt in to the scheme please contact our recruitment team when you apply via Get in touch - Coventry Building Society (coventrycareers.co.uk)