Customer Operations Manager

Role Overview

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.

What You Will Do

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.

Why It Might Be a Fit

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.

Requirements

• Proven experience in Customer Service and Operational Management
• Ideally within a Financial Services or Contact Centre environment
• Strong track record of leading leaders
• Demonstrable experience in managing and developing supervisors or Team Leaders
• Passion for building high-performing teams

Benefits

• Competitive annual salary based on above-market pay scales
• 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
• 35-hour weekly contract
• 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
• 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 gym’s
• Two paid volunteering days’ each year
• Cycle to work scheme