We're looking for a people focused Customer Service Manager to inspire and lead our branch team in Coleshill. Our role is all about the people, in our branch and in our community.
This role is empowered to make local decisions, taking full ownership of not only the engagement, performance and development of the team but to also 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.
The role holder will be responsible for delivering a outstanding 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. R esponding to all members that visit the branch, or contact us by telephone, digital or postal channels are also key responsibilities .
Inclusive leadership will help ensure our 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.
Benefits: 28 days holiday a year plus bank holidays and a holiday buy/sell scheme
Annual discretionary bonus scheme
Personal pension with matched contributions
Maternity, paternity and shared parental leave
Extensive wellbeing support
Life assurance (6 times annual salary)
Find out more about the fantastic benefits of joining Coventry Building Society here
We reserve the right to close this advert early if we receive a high volume of suitable applications.
About you
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, managing a branch based team in retail banking.
Evidence of delivering high standards of customer service.
Experience of coaching and developing team members.
Evidence of working with stakeholders at all levels, with the ability to persuade and influence them.
The ability to interpret and solve complex or more challenging situations.
Good communication and strong decision making skills
Desirable experience will be: W here 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.
About us
In 2025, Coventry Building Society purchased The Co-operative Bank. Bringing together our purpose-led building society with the UK's original ethical bank was the start of an exciting journey.
Trusted by over four million people, we're a mutually owned business free from shareholders, and with our combined experience of almost 300 years, our ethics and dedication will continue to guide us. Together, we have shared values and an ethical approach towards our members, customers and colleagues.
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.
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.
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.
Location
Coleshill
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