Customer Service Contact Centre Team Manager

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About The Role

Due to the continued growth of our Telephone Savings Contact Centre we're now looking for a Customer Service Manager to join us.

In the role you'll be 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.

You'll be passionate about your people, setting a customer service focused vision and delivering high standards. You'll take ownership for making sure your team are equipped to be subject matter experts while providing a professional, effective and personal service to all our customers. You'll be passionate about helping them grow and achieving their own personal development goals.

You'll be responsible for ensuring your 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.

As part of your role you will act as a point of referral for all Contact Centre advisors, in particular with complaint management, support resolution and coaching for improvement. You'll be passionate about your own personal growth, enjoy learning new things and sharing your knowledge and experience.

You'll play a key part within the department by being a role model to those around you and supporting the area, to deliver on our customer vision.

Ideally you'll be able to work 35 hours per week, flexibly across the hours of 8am to 7pm Monday to Friday, Saturday 9am to 2pm and will be. This can be a mixture of office and home based once comfortable within the role, normally 50% of each.

If you would like to consider a more flexible approach to your hours then let us look at the flexibility you require and see if we can accommodate your needs, whilst ensuring we continue to meet our members' needs.

About You

To be successful in the role you'll already be in a leadership role within financial services and / or from a customer centric telephony contact centre, where you'll be experienced in managing a heavily service focused team and inspiring those around you to deliver an exceptional level of service.

You'll be passionate about inspiring people and will be able to demonstrate where your experience has made a difference to them. This will include experience of coaching and developing individuals who provide high standards of customer service, achieve quality levels and agreed SLAs. You'll also be able to evidence where you have persuaded and influenced either senior managers or your peer group, so will have strong, engaging communication skills.

You'll deliver through your people so mentoring and supporting them to build a collaborative team that deliver to a high standard, will be needed. You'll be passionate about delivering an outstanding service to our diverse range of members and you'll work hard to identify process and service improvements where necessary

Excellent planning and organisational skills with the ability to provide a clear direction to your team and the ability to handle multiple tasks to meet challenging deadlines, will be key. You'll be a self-motivated, positive team player that strives for excellence; challenging yourself and your team to exceed. Experience of using Contact Centre technology will be important.

If you're interested in this position please don't delay in making an application as we may close the advert earlier than advertised.

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 offer flexibility that counts - and we recognise that will look different for different people. We'll consider a range of flexible working, and where we can we'll make it happen. So whether it's part time hours, job sharing or other flexible working patterns, have a chat with us before you apply to see what the possibilities are.

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!

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