At a Glance
- Tasks: Lead strategic projects to enhance customer service and support our Group's mission.
- Company: Join a leading organisation focused on delivering exceptional customer experiences.
- Benefits: Enjoy 28 days holiday, a car allowance, and extensive wellbeing support.
- Other info: Hybrid working arrangement with opportunities for travel and career growth.
- Why this job: Shape the future of customer service while making a real impact on our community.
- Qualifications: Experience in customer service strategy and strong leadership skills.
The predicted salary is between 60000 - 80000 £ per year.
Customer Service Strategy & Support is a critical enabling function, ensuring colleagues across our largest customer focused operational areas are equipped to deliver consistently strong outcomes for the Group’s members and customers. We now have the new opportunity to join us as the Senior Manager - Customer Services Strategy and Governance who will play a central part in shaping how Customer Service enables the delivery of our overall Group strategy and our ‘digital first, human always’ mission.
This role will develop and support the ongoing development and measurement of the Group Channel Strategy, working closely with colleagues in the Chief Commercial Office and Group Strategy to define the role of each customer-facing channel, including our branches, contact centres, and complaints teams, as well as our operational support functions for retail, mortgages and business customers. The role holder will lead on strategic projects and initiatives aligned to the Channel Strategy, contributing to future transformation requirements and ensuring Customer Service needs are reflected in wider change activity.
This role works in close partnership with the Director of Customer Services and the Head of Customer Service Strategy & Support to define and track clear strategic objectives for the function. The person in post collaborates with Performance and Planning teams to design meaningful metrics, and brings together performance data and senior stakeholder insight to produce high‑quality updates for key governance forums, including the Group Executive and Board.
The role holder is also responsible for designing and managing an effective governance framework for Customer Service. This includes leading the planning and drafting of governance papers and supporting the Director of Customer Service and their leadership team through well‑structured forums and sessions that enable strong decision‑making and delivery against strategic priorities.
This role can operate from our Head Offices in Manchester or Binley, Coventry. As a Group role, travel to both locations will be required and a team-led hybrid working arrangement is in place.
Benefits:- 28 days holiday a year plus bank holidays and a holiday buy/sell scheme
- Car allowance
- Annual discretionary bonus scheme
- Personal pension with enhanced 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 the Coventry Building Society Group here. We reserve the right to close this advert early if we receive a high volume of suitable applications.
Senior Manager - Customer Services Strategy and Governance in Coventry employer: Coventry Building Society Careers
Coventry Building Society is an exceptional employer, offering a supportive and collaborative work environment in Binley, Coventry. With a strong focus on employee well-being, we provide generous benefits such as 28 days of holiday, a personal pension plan with matched contributions, and private medical insurance, ensuring our team members can thrive both personally and professionally. Join us to be part of a dynamic Workplace Experience team that values your contributions and fosters growth opportunities in a well-managed and safe workplace.
Contact Details:
Coventry Building Society Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager - Customer Services Strategy and Governance in Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Coventry Building Society Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Coventry Building Society Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Manager - Customer Services Strategy and Governance in Coventry
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Coventry Building Society Careers:Your cover letter is your chance to shine! Tell us why you want to work at Coventry Building Society Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Coventry Building Society Careers!
How to prepare for a job interview at Coventry Building Society Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
