Customer Service Manager (Flagship)

Bournemouth, Dorset, England
07 Oct 2016
04 Nov 2016
Contract Type
Full Time
The role

We are currently recruiting for an experienced Customer Service Manager to join our Bournemouth branch. This is a full-time, permanent opportunity to become a part of the Williams & Glyn family.

*Support the Bank Manager to manage the branch and take accountability in their absence
*Support and implement the people plan to benefit employees and the business as a whole; focusing on coaching and developing employees looking for strategic planning for recruitment, succession planning, retention and talent development
*Support the Bank Manager to ensure the branch is an integral part of the communities they serve
*Responsible for the operational running of the branch, including salary costs, preventable fraud losses and cash errors
*Support the implementation of an effective business plan, focusing on service improvement and quality revenue growth to ensure achievement of key performance measures for Personal and small Business customers
*Identify and manage risk by adhering to all internal and external key controls systems and procedures
*Be personally accountable for taking ownership and ensuring commitments made and actions followed through
About you
*Track record of building, leading and motivating teams
*Ability to support own and others' development through effective coaching, feedback and buddying.
*Strong understanding of internal and regulatory, operational, credit and key control systems and procedures
*Ability to manage the performance of others, including performance reviews
*Ability to work unsupervised
*Professional approach to daily work activities, maintaining high standards of personal conduct
*Branch processes and procedures e.g. cash & service.

*Commercial awareness & keeping up to date with issues impacting the branch and the external environment and ability to communicate these to your team
*Knowledge of operational processes and regulatory requirements from a people management context.

W&G Behavioural Critical Competencies
*I am a proud advocate of Williams & Glyn
*I drive and recognise high performance
*I treat Williams & Glyn like my own business
*I am part of one team

What you'll get in return
*Upon joining the team, you will receive an attractive reward package plus the opportunity to participate in a bonus scheme linked to helping our customers and the success of the business
*Generous holiday allocation of 36 days per year, made up of 28 days plus 8 bank holidays (pro rata for hours worked)
*A flexible reward package designed to benefit you as an individual - including discount vouchers for popular high street stores, discounted protection products such as life assurance and private medical cover, as well as childcare vouchers and other attractive options.

As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if your application is successful, you'll need to satisfy some important background checks before you can start working with us. These will include a full credit check, a criminal record check, residency and right to work checks.