Customer Service Contact Centre Team Manager

About The Role

Due to the continued growth of our Telephone Savings Contact Centre we are now looking for a Customer Service Manager to join us. In the role you will 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 will be passionate about your people, setting a customer service focused vision and delivering high standards. You will 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 will be passionate about helping them grow and achieving their own personal development goals. You will 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 will be passionate about your own personal growth, enjoy learning new things and sharing your knowledge and experience. You will 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 will 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 will already be in a leadership role within financial services and/or from a customer centric telephony contact centre, where you will be experienced in managing a heavily service focused team and inspiring those around you to deliver an exceptional level of service. You will 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 will 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 will deliver through your people so mentoring and supporting them to build a collaborative team that deliver to a high standard, will be needed. You will be passionate about delivering an outstanding service to our diverse range of members and you will 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 will 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 are interested in this position please do not 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 are 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 are 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 will 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 will consider a range of flexible working, and where we can we will make it happen. So whether it is 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 are encouraged to take control of your career. We invest in our people, with regular opportunities for training and development. And later, if you are looking for a new challenge, we actively champion internal progression. We have got a whole range of different ways to support you, both in your role and wider well being!