Customer Services Manager

Customer Services

Ref: 1265Friday 4 June 2021

Up to £40k + pension / benefits

Newbury Building Society are a well-established mutual building society with an outstanding reputation for really listening to their customers and working with them to support their mortgage and savings needs.  They work hard to maintain their high customer service standards and to ensure that they respond appropriately to their customers’ changing needs.  


As their Customer Services Manager, your key responsibilities will include ensuring that customer support team managers are supported to develop and grow the potential within their own team.  Working closely with the customer support team managers you will ensure that risks are appropriately managed and good conduct outcomes are achieved.  


Working within and achieving agreed service standards, you will take a pro-active approach to problem solving and recommending improvements, building strong working relationships with other business areas to develop and implement customer service policies and enhance the experience for both internal and external customers. 


Essential criteria for the Customer Services Manager:

  • Passionate about providing an exceptional experience for all internal and external customers and delivering appropriate customer outcomes.
  • Proven experience of effective leadership, people management, delegation and employee resourcing. 
  • Strong verbal and written communication skills. 
  • Proven ability to communicate effectively with all direct reports, peer group and the senior management team.  
  • Proven ability to prioritise a variety of responsibilities to effectively manage workload and meet deadlines.  
  • Ability to complete mathematical calculations and demonstrate good judgement of business risks and recognise when to refer decisions.
  • A general understanding of the Financial Services industry and/or experience of working within a regulated environment.
  • Proven problem-solving skills. 
  • Good working knowledge of MS applications: word, excel, outlook, MS teams.  
  • Experience of working within a customer-centric environment 


Desirable criteria for the Customer Services Manager are:

  • Experience of working within the financial services sector, in a similar role.
  • Knowledge of mortgages and saving products.  
  • A’ Level education or equivalent
  • CEMAP or equivalent relevant financial qualification
  • Financial Services or Management qualification


They are currently working mainly from home, however will be returning (in line with government guidelines) to working in their Head Office in Newbury, so you will need to live within commutable distance of Newbury. The closing date for this role is 16th June, interviews on 21st June.