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)
Find out more about the fantastic benefits of joining the Coventry Building Society Group here
We reserve the right to close this advert early if we receive a high volume of suitable applications.
