Customer Service Branch Manager

We're looking for a people focused Customer Service Manager to inspire and lead our branch team in Sheffield. Our role is all about the people, in our branch and in our community. This is a 12 month opportunity.

The role is empowered to make local decisions, taking full ownership of not only the engagement, performance and development of the team and to 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.

Delivering a customer service that our members love; leading the team to deliver exceptional service to our diverse range of members and taking a “our customer” approach by responding to all members visiting the branch and contacting us by telephone, digital or postal channels are key responsibilities.

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. 

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 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 service, 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.