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For Companies At a Glance
- Tasks: Lead the Customer Service Centre, motivating teams and driving continuous improvement.
- Company: Join Newcastle Building Society, a top FinTech known for its savings management services.
- Benefits: Enjoy hybrid working, competitive salary, 30 days leave, and a corporate bonus scheme.
- Why this job: Be part of a supportive culture focused on coaching and personal development.
- Qualifications: Strong leadership skills and a passion for customer experience are essential.
- Other info: Flexible working arrangements available; we celebrate diversity and inclusivity.
The predicted salary is between 43200 - 72000 £ per year.
As our Head of Customer Service Centre, you will play a key role within the contact centre operation. You will be responsible for the operational leadership of the Customer Service Centre (CSC), motivating and developing the CSC management team. You will promote a culture of customer at the heart of what we do and drive continuous improvement. You will champion the embedding of a true coaching culture, supporting our operational teams to learn and grow to develop their careers within our Society. They will be responsible for delivering excellent employee engagement and for the successful delivery of all Customer Service Centre KPI’s. This is a fixed term contract opportunity for circa 12 months.
About You
If you have a passion for leading the delivery of amazing customer experiences and supporting colleagues through a coaching culture, we’d love to hear from you! You will have strong leadership skills and be adept at motivating line managers to lead our colleagues to deliver strong performance that benefits our customers and our clients in line with strategic objectives. You will have a natural interest in people development and help to create the best colleague experience through maximising potential. You must be an effective communicator and able to liaise with support areas across Solutions on a day-to-day basis.
About Us
Newcastle Strategic Solutions is the UK’s leading savings management platform and one of the North East’s most established and successful FinTechs! We provide savings management and technology services for new challenger banks and established providers across the UK. Our work has earned us an enviable reputation in the market as the best at what we do. As part of Newcastle Building Society you will be working in an exciting, friendly and fast-paced workplace, with amazing opportunities for self-development and career progression where you can realise your potential and do your best work.
We operate on a hybrid model of working, this sees our colleagues work some days from home and some from our office in Cobalt Business Park. We welcome conversation around when, where and how you work. This role can also be considered on flexible working arrangements and we actively encourage those who consider themselves suitable for the role yet would prefer part-time arrangement or compressed hours to get in touch to discuss any requirements/preferences.
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?
- As well as receiving a competitive annual salary based on above-market pay scales, our reward package includes:
- Corporate bonus scheme (on target 15%, up to a maximum 22.5%)
- Pension scheme (up to 9% employer contribution)
- Annual performance related pay reviews
- 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
- A 35-hour weekly contract - We are happy to talk flexible working and welcome discussions
- 30 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.
Head of Customer Service Centre employer: Newcastle Building Society
Contact Detail:
Newcastle Building Society Recruiting Team
kate.wilkinson@newcastle.co.uk
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service Centre
✨Tip Number 1
Familiarise yourself with Newcastle Building Society's values and mission. Understanding their commitment to customer service and employee engagement will help you align your leadership style with their culture, making you a more attractive candidate.
✨Tip Number 2
Network with current or former employees of Newcastle Building Society. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the Head of Customer Service Centre role.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led teams in a customer service environment. Highlighting your experience in coaching and developing staff will demonstrate your capability to foster a positive work culture.
✨Tip Number 4
Showcase your understanding of key performance indicators (KPIs) relevant to customer service. Being able to articulate how you would drive performance and continuous improvement in these areas will set you apart from other candidates.
We think you need these skills to ace Head of Customer Service Centre
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of the Head of Customer Service Centre. Highlight your leadership skills and experience in customer service management in your application.
Tailor Your CV: Customise your CV to reflect the specific skills and experiences that align with the job description. Emphasise your ability to motivate teams, drive performance, and foster a coaching culture.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and people development. Use specific examples from your past experiences to demonstrate how you can contribute to Newcastle Building Society's goals.
Showcase Your Communication Skills: Since effective communication is key for this role, ensure your application is clear and concise. Use professional language and structure your application well to make a strong impression.
How to prepare for a job interview at Newcastle Building Society
✨Showcase Your Leadership Skills
As the Head of Customer Service Centre, strong leadership is crucial. Prepare examples of how you've successfully motivated teams in the past and how you plan to foster a coaching culture within the CSC.
✨Emphasise Customer-Centric Values
Demonstrate your passion for customer service by sharing specific instances where you've put customers at the heart of your decisions. This aligns with the company's goal of promoting a customer-first culture.
✨Discuss Continuous Improvement Initiatives
Be ready to talk about how you've driven continuous improvement in previous roles. Highlight any strategies you've implemented that led to enhanced performance or employee engagement.
✨Prepare for Flexible Working Discussions
Since the role offers hybrid working options, think about how you would manage your time effectively between home and the office. Be prepared to discuss your preferences and how they align with the company's flexible working model.
