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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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StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Contact Centre Team Manager 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!
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.
