Job Posting Title Head of Customer Service Centre Salary Band Competitive Grade: BL Job Description About the Role As our Head of Customer Service Centre, you will play a key role within the contact centre operation. You will be responsible for the operational leadership of the Customer Service Centre (CSC), motivating and developing the CSC management team. You will promote a culture of customer at the heart of what we do and drive continuous improvement. You will champion the embedding of a true coaching culture, supporting our operational teams to learn and grow to develop their careers within our Society. They will be responsible for delivering excellent employee engagement and for the successful delivery of all Customer Service Centre KPI’s. This is a fixed term contract opportunity for circa 12 months. About You If you have a passion for leading the delivery of amazing customer experiences and supporting colleagues through a coaching culture, we’d love to hear from you! You will have strong leadership skills and be adept at motivating line managers to lead our colleagues to deliver strong performance that benefits our customers and our clients in line with strategic objectives. You will have a natural interest in people development and help to create the best colleague experience through maximising potential. You must be an effective communicator and able to liaise with support areas across Solutions on a day-to-day basis. About Us Newcastle Strategic Solutions is the UK’s leading savings management platform and one of the North East’s most established and successful FinTechs! We provide savings management and technology services for new challenger banks and established providers across the UK. Our work has earned us an enviable reputation in the market as the best at what we do. As part of Newcastle Building Society you will be working in an exciting, friendly and fast-paced workplace, with amazing opportunities for self-development and career progression where you can realise your potential and do your best work. We operate on a hybrid model of working, this sees our colleagues work some days from home and some from our office in Cobalt Business Park, we'd love to talk through how this might work for you. Your work life balance is important to us, if you’d rather spend more time at home that’s fine by us, likewise if you prefer to spend a little more time in the office that’s fine too. We welcome conversation around when, where and how you work. This role can also be considered on flexible working arrangements and we actively encourage those who consider themselves suitable for the role yet would prefer part-time arrangement or compressed hours to get in touch to discuss any requirements/preferences As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you. What do you get in return? As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes: Financial Corporate bonus scheme (on target 15%, up to a maximum 22.5%) Pension scheme (up to 9% employer contribution) Annual performance related pay reviews Colleague mortgage scheme Electric car salary sacrifice scheme Life assurance (4x salary) and income protection Access to our financial advisers Access to a range of high street and online discounts Work/Life Balance A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions 30 days’ annual leave bank holidays The option to buy and sell up to 5 days’ holiday Hybrid working (typically 3 days’ home based) Above statutory family leave entitlement - 3 months full pay, 3 months half pay, regardless of gender or route to parenthood Health and Wellbeing Private medical insurance Access to a health cash plan through a Medicash scheme Access to an employee assistance programme Free onsite gym at our Cobalt head office and access to discounted gym’s Two paid volunteering days’ each year Cycle to work scheme Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible, if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you, you can contact your Recruiter for this vacancy at kate.wilkinson@newcastle.co.uk Company: Newcastle Strategic Solutions Limited