At a Glance
- Tasks: Lead a team to deliver exceptional customer service and drive operational excellence.
- Company: Join Newcastle Building Society Group, a community-focused financial services provider.
- Benefits: Enjoy competitive salary, flexible working, and generous leave policies.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact by fostering a people-first culture and enhancing customer experiences.
- Qualifications: Experience in customer service and operational management, with strong leadership skills.
The predicted salary is between 41668 - 57542 £ per year.
About the Role
Reporting directly to the Head of Customer Operations, you will be responsible for the day-to-day operational management of a defined area within our Customer Operations function. Your focus will be to ensure the consistent delivery of high-quality service to customers holding savings accounts with Newcastle Building Society Group and our Strategic Solutions clients.
You will maintain strong awareness of both current and planned activity across Customer Operations, taking proactive action to ensure optimal service delivery, efficiency, and performance at all times. Leading a team of Team Leaders, you will play a key role in developing and supporting your colleagues, driving performance through effective leadership and coaching. You will have overall accountability for achieving operational objectives, delivering exceptional customer outcomes, and ensuring your teams are aligned to our purpose and values.
You will be responsible for ensuring all quality standards, key performance indicators, and contractual Service Level Agreements (SLAs) are consistently met or exceeded. Working closely with operational support teams—including Resource Planning, Risk, Complaints, and Quality Assurance—you will use insight and feedback to identify improvement opportunities and drive enhanced customer experiences.
A core part of the role will be to foster a culture of continuous improvement, identifying opportunities to enhance processes, standardise activity across clients, and improve efficiency across the Customer Service Centre. You will also play an active role in creating an engaging and inclusive workplace where colleagues feel supported, recognised, and empowered to succeed.
About You
You will bring proven experience in Customer Service and Operational Management, ideally within a Financial Services or Contact Centre environment. With a strong track record of leading leaders, you will have demonstrable experience in managing and developing supervisors or Team Leaders, with a passion for building high-performing teams.
You are an engaging and motivated leader, with the ability to inspire, influence, and develop others. Your resilience, adaptability, and drive to succeed enable you to effectively manage changing priorities while maintaining a strong focus on delivering results.
You will have excellent communication skills, both verbal and written, with the confidence to engage and influence stakeholders at all levels. Strong stakeholder management skills and the ability to collaborate across multiple functions will be key to your success in this role.
You will be committed to creating a “people-first” culture—ensuring colleagues receive regular feedback, the right training and development opportunities, and clear performance expectations to support continuous growth and high performance.
About Us
The Newcastle Building Society Group comprises of Newcastle Building Society, Manchester Building Society, Newcastle Financial Advisers and Newcastle Strategic Solutions. Our purpose, connecting our communities with a better financial future inspires and directs our activities.
The Group provides traditional financial services, helping people own their own home, plan and manage their finances and operate a 32-branch network across the North-East, North-West, Cumbria and Yorkshire. Our Strategic Solutions subsidiary owns the UK’s leading savings management platform and provides managed technology services to new challenger banks and other established providers.
As an inclusive employer and member owned mutual, we aim to reflect the diverse communities we serve and encourage applications from candidates of all backgrounds. We believe everyone should feel valued, respected, and celebrated for who they are, we want colleagues to feel this is a place they belong. A place to be you.
What do you get in return?
- Financial
- Corporate bonus scheme (on target 5%, up to a maximum 10%)
- Pension scheme (up to 9% employer contribution)
- Annual performance related pay reviews
- Colleague mortgage scheme
- Electric car salary sacrifice scheme
- Life assurance (4x salary) and income protection
- Access to our financial advisers
- Access to a range of high street and online discounts
- Work/Life Balance
- A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions
- 25 days’ annual leave + bank holidays
- The option to buy and sell up to 5 days’ holiday
- Hybrid working (typically 3 days’ home based)
- Above statutory family leave entitlement - 3 months full pay, 3 months half pay, regardless of gender or route to parenthood
- Health and Wellbeing
- Private medical insurance
- Access to a health cash plan through a Medicash scheme
- Access to an employee assistance programme
- Free onsite gym at our Cobalt head office and access to discounted gyms
- Two paid volunteering days each year
- Cycle to work scheme
Recognising there’s no one-size-fits-all approach to recruitment, we’re committed to ensuring every candidate has the opportunity to showcase their full potential throughout the recruitment process. We strive to make our processes as accessible as possible, if there are any ways in which we can provide support or make adjustments, we would love to discuss this with you.
Customer Operations Manager employer: Newcastle Building Society
Newcastle Building Society Group is an exceptional employer that prioritises a people-first culture, offering competitive salaries and a comprehensive benefits package including flexible working options, generous leave entitlements, and a commitment to employee development. With a focus on fostering an inclusive and engaging workplace, employees are empowered to thrive while contributing to the community's financial well-being in a supportive environment that values diversity and collaboration.
Contact Details:
Newcastle Building Society Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Newcastle 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 Newcastle 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 Customer Operations Manager
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 Newcastle Building Society:Your cover letter is your chance to shine! Tell us why you want to work at Newcastle 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 Newcastle Building Society!
How to prepare for a job interview at Newcastle 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.
