At a Glance
- Tasks: Lead customer service operations and shape strategic initiatives for a leading financial institution.
- Company: Join Coventry Building Society, a trusted ethical bank with a strong community focus.
- Benefits: Enjoy 28 days holiday, car allowance, bonuses, and extensive wellbeing support.
- Other info: Be part of a diverse team committed to equality and personal growth.
- Why this job: Make a real impact on customer experiences while working in a flexible, supportive environment.
- Qualifications: Senior leadership experience in customer-centric operations and strong communication skills required.
The predicted salary is between 90000 - 90000 £ per year.
Location: Coventry-Binley Business Park, Hybrid, Manchester
Hours: Full Time - 35 Hours
Closing Date: 21 Jul 2026
Salary: Up to £90,000 (dependant on relevant experience)
About the role
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 Customer Service Business Operations Lead 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)
About you
For this role you'll need to have:
- Current or recent senior leadership experience within a customer centric, operational area
- Extensive track record of understanding customer needs and making a significant difference to their experience
- Evidence of creating and delivering against strategic plans.
- Highly persuasive and influential, skilled in managing stakeholders up to Executive level.
- Exceptional communications skills including the experience of writing effective papers for committees, risk forums or Exco
- Well organised and able to quickly make sense of large volumes of complex information.
- Ability to communicate complex subjects clearly to a non-technical audience
- Good planning, problem solving and decision-making skills
- Use of analytical tools and frameworks to make sense of data and input into decisions
Experience in these areas would be helpful:
- Financial services and or / regulated background.
- Experience in managing risk and inputting into risk forums
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.
Senior Manager - Customer Services Business Operations in Coventry employer: Coventry Building Society
The Coventry Building Society is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture where innovation thrives. With a focus on team-led hybrid working, employees enjoy flexibility in their schedules while being part of a skilled technical team dedicated to continuous improvement. This role not only provides opportunities for leadership development but also fosters a collaborative environment that values each individual's contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager - Customer Services Business Operations in Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Coventry Building Society. 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 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 Business Operations 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:Your cover letter is your chance to shine! Tell us why you want to work at Coventry Building Society 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!
How to prepare for a job interview at Coventry Building Society
✨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.
