At a Glance
- Tasks: Lead and inspire a team of customer-focused Telephone Advisors to deliver exceptional service.
- Company: Join a purpose-led building society with a strong ethical foundation.
- Benefits: Enjoy 28 days holiday, a bonus scheme, and extensive wellbeing support.
- Other info: Flexible working arrangements available; hybrid role with a supportive culture.
- Why this job: Make a real impact by coaching and developing your team in a dynamic environment.
- Qualifications: Experience managing a customer-focused telephone team and delivering high standards.
The predicted salary is between 27000 - 33000 £ per year.
About the role
Our Customer Remote Contact Centre are looking for a Customer Service Manager to join them. This is an up to 12 month opportunity. The successful candidate 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. 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 will also include ensuring the team are available to answer customer enquiries in a timely manner to meet our department service levels, whilst adhering to Group 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 being the point of contact for overall performance in the contact centre or recruitment.
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 you
For 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, working across the full operating hours between 8am-7pm Monday-Friday, Saturday and Sunday 9am-5pm. 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 us
In 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 matters
We 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 Employer
We’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.
Feedback
We are currently receiving a high number of applications for our roles and, while we review each one carefully against the advertised criteria, unfortunately we're unable to provide individual feedback. We will contact shortlisted candidates directly.
Location: Coventry-Binley Business Park
Contact Centre Manager - Coventry employer: Coventry Building Society
Coventry Building Society is an exceptional employer, offering a dynamic work environment where innovation meets collaboration. With a strong focus on employee growth and development, the role of Lead QRM Model Developer provides opportunities to engage in high-profile projects that shape the future of financial services. Our hybrid working model, competitive benefits, and commitment to a supportive culture make Coventry Building Society a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Manager - Coventry
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Coventry Building Society.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Coventry Building Society. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Contact Centre Manager - Coventry
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Coventry Building Society.
How to prepare for a job interview at Coventry Building Society
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Coventry Building Society's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Coventry Building Society offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
