Customer Service Manager

About The Role

We're looking for a people focused Customer Service Manager to join our Frome branch to inspire and lead our branch team. Our role is all about the people, in our branch and in our community, sales targets are not part of our world!

In the role you’ll be empowered to make local decisions, taking full ownership of not only the engagement, performance and development of you and your team but to support the impact you have on the diverse community you serve. You’ll make sure your branch is loved locally by having a understanding of the needs of your community and seeking out opportunities to make a difference.

Through an engaged team, you'll deliver a customer service that our members love; leading your 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.

You’ll care about the way your people think and feel about working for the Coventry. Your 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, mentoring, demonstrating role model behaviour and being confident to lead from the front, showing your team what good looks like when it comes to delivering best in class service. They’ll be supported to develop; enabling them to be themselves, be creative and set achievable goals to grow and be brilliant at what they do.

About You

You’ll already be experienced in retail financial services either in branch management or with evidence of leading people and inspiring those around you. Being customer focused and experienced in delivering excellent service whilst being able to identify where you've made improvements to enhance the customer’s experience, will be key.

You’ll be passionate about people, driven by creating an inclusive, inspiring workplace and will be able to demonstrate where your experience has made a difference. This will include experience of coaching and developing individuals.

You’ll also be able to evidence where you have persuaded and influenced others, so you’ll have strong communication skills. Demonstrating resilience and experience of dealing with more complex or challenging situations will also be important.

About The Company Coventry Building Society has grown into the second largest building society in the UK. We’re a national society, with local values and loyalty, and a caring family ethos. The best way to judge a company is based on what the people who work there say as we’re rated certified by Great Place to Work from our recent employee survey.

What makes us such a rich and progressive place to work is the huge variety of people in our teams. We value diversity, in terms of gender, race, age, faith, disability, sexual orientation but also personality and thinking style; the uniqueness you’ll bring to us we see as a real source of strength.

We are committed to promoting a diverse and inclusive community, where you can succeed as your whole self.

We also offer not only fulfilling jobs and exciting career opportunities but a place where everyone can belong and feel proud to work. As an employee, we have a great benefits package and you're encouraged to take control of your career. We invest in our people, with regular opportunities for training and development. And later, if you’re looking for a new challenge, we actively champion internal progression. We’ve got a whole range of different ways to support you, both in your role and wider well being!