Contact Centre Manager - Coventry

About the roleOur Customer Savings Contact Centre are looking for an Customer Service Manager to join them. This is an up to 12 month opportunity.This role is responsible for leading, coaching and inspiring a team of customer focused Telephone Advisors, who deliver a first class experience to our diverse range of customers, whilst responding to their queries efficiently and accurately.Being passionate about leading people, setting a customer service focused vision and delivering high standards are key responsibilities as well as making sure the team are equipped to be subject matter experts while providing a professional, effective and personal service to all our customers. Coaching, developing and ensuring the team grow and achieve their own personal development goals will be important.The role also includes being responsible for ensuring the team are available to answer customer enquiries in a timely manner to meet our department service levels, whilst adhering to Society processes, including verification and application processing.Other responsibilities include being a point of referral for all Contact Centre advisors, in particular with complaint management, support resolution and coaching for improvement. There are responsibilities of leading and owning champion roles, such as (but not exhaustive of) being the point of contact for overall performance in the contact centre or diversity and inclusion. You'll be passionate about your own personal growth, enjoy learning new things and sharing your knowledge and experience.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)

We reserve the right to close this advert early if we receive a high volume of suitable applications.About youFor this role you'll be customer focused, resilient and the ability to work effectively in a team and support your peers. You're a confident, positive leader with the ability to support your team, handle complex situations and deliver difficult messages when needed.To be successful in this role it's essential you have:

• Current experience managing a customer focused telephone team within financial services
• Experience of delivering high standards of customer service, in a fast paced environment
• Experience of coaching and developing team members
• Evidence of working with stakeholders at all levels, with the ability to persuade and influence
• The ability to interpret and solve complex issues
• Good communication and strong decision making skills
• Good proactive planning and organisation skills
• Experience of direct customer contact resolution

Desirable experience will be:

• An understanding of relevant industry codes of practice
• Ability to improve processes and customer service

This opportunity is a shifted, operational role based in our Binley, Coventry office. A hybrid working arrangement is in place with at least 2 or 3 days onsite required. What this looks like will be discussed during the recruitment process.About usIn January 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 mattersWe 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 EmployerWe'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.