Branch Relationship Manager

Starting salary £30,000.00 per annum

Monday to Friday 8:45am - 5:00pm (36.25 hours per week), occasional Saturday working to meet business demands.

On site working, 5 days per week from our Bury St Edmunds location.

Come and join a thriving independent mutual, where your contribution will help our customers.

Our Head of Customer Experience is looking for a Branch Relationship Manager to lead our Bury St Edmunds location and play a key role in delivering outstanding service to our members and local community.

You'll be responsible for creating a positive, customer-focused environment where team members feel supported to perform at their best. Leading, coaching and developing your team, you'll drive branch performance, build lasting member relationships and ensure exceptional customer outcomes every day.

This is a varied and rewarding role that combines people leadership, business development and community engagement. You'll work closely with local businesses, schools, community groups and professional partners to raise the Society's profile, develop new relationships and support branch growth. At the same time, you'll ensure the branch operates to the highest standards of risk, compliance and operational excellence.

We're looking for someone who enjoys building relationships, developing people and making a difference within their local community. You'll be a proactive leader with strong coaching skills, commercial awareness and a genuine passion for delivering excellent service and customer outcomes.

Click here to view the job description to find out more and apply today.

Click here to view The Society Benefits.

www
Branch Relationship Manager
T HE C AMBRIDGE B UILDING S OCIETY
K EY I NFORMATION
Role: Branch Relationship Manager
Reports to: Customer Experience &
Community Manager
Grade: 4
P URPOSE
To lead and develop a high-performing branch
team that delivers exceptional member
experiences, sustainable business growth and
strong operational and risk standards.
The role will build meaningful relationships
with members and the local community,
develop colleague capability and ensure the
branch plays an active role in growing the
Society's presence within its local area.
C RITICAL S UCCESS F ACTORS
Delivery of agreed branch growth, customer and
performance objectives.
Consistently strong member experience and
customer outcomes.
High-performing, engaged and competent
colleagues.
Effective colleague coaching, T&C and
performance management.
Growth in new and existing member relationships
and improved customer retention.
Strong and visible branch presence within the local
community.
Productive relationships with local professionals,
businesses, schools and community organisations.
Strong operational, risk and regulatory standards.
Effective talent development and succession
planning.
Continuous improvement in branch performance,
service and ways of working.
B EHAVIOURS
Members First - puts members at the heart of
branch decisions and creates meaningful customer
relationships.
Exceed Expectations - leads the team to
consistently deliver exceptional service and
customer outcomes.
Make It Happen - takes ownership of branch
performance and turns opportunities into action.
Better Together - creates an inclusive team
environment and develops colleagues to succeed.
Embrace Improvement - challenges existing ways
of working and looks for opportunities to improve
and grow.
Respect Always - leads with integrity, fairness and
professionalism and sets the standard for others.
Main Duties Within Role
• Provide effective day-to-day leadership and accountability for the
branch, creating a positive, customer-focused and high-performing
culture.
• Lead colleague Training & Competency (T&C) requirements,
including observations, coaching and ongoing competency
development.
• Manage individual and branch performance, using agreed MI and
KPIs to identify opportunities, address performance gaps and
deliver agreed objectives.
• Drive branch growth, proactively identifying opportunities to
attract new members, deepen existing relationships and retain
customers.
• Coach and mentor colleagues to build confidence, capability and
consistently high standards of performance.
• Champion meaningful customer conversations, ensuring
colleagues understand customers' wider financial needs and
provide appropriate support and solutions.
• Build strong, long-term customer relationships, creating reasons
for members to return to and recommend the Society.
• Develop the branch's presence within the local community,
building relationships with local professionals, businesses, schools,
community groups and other relevant organisations.
• Proactively organise and participate in networking, community,
financial education, local marketing and branch events to raise
awareness and generate new relationships and business
opportunities.
• Take accountability for member acquisition and retention,
ensuring opportunities and customer relationships are proactively
followed through.
• Maintain strong risk, regulatory and operational standards,
ensuring colleagues understand and consistently follow required
policies, procedures and controls.
• Ensure consistently high service quality and customer outcomes,
addressing service issues and identifying opportunities to improve
the customer journey.
• Develop colleague capability and identify future talent and
succession opportunities, supporting colleagues with their
development and career progression.
• Drive continuous improvement within the branch, using customer
feedback, colleague insight and performance information to
improve ways of working.
• Work collaboratively with the Customer Experience Manager and
wider teams to deliver Society priorities.
• Undertake any other duties and responsibilities that reasonably
fall within the scope of the role.
Page
1/2

Job Holder Signature
Skills
• Strong leadership, coaching and people development capability.
• Commercial awareness with the ability to identify and convert business growth opportunities.
• Strong customer relationship-building and meaningful conversation skills.
• Ability to build effective community, professional and local business relationships.
• Strong performance management skills with the ability to use MI and KPIs to drive improvement.
• Good understanding of operational risk, controls and regulatory responsibilities.
• Strong communication, influencing and interpersonal skills.
• Ability to motivate colleagues and create an engaged, accountable team culture.
• Strong planning, organisation and prioritisation skills.
• Proactive and confident approach to networking, community engagement and local business development.
Qualifications & Accreditations
• Relevant leadership, management or financial services qualification desirable, or equivalent practical
experience.
• Experience of leading, coaching or developing colleagues within a customer-facing environment.
• Good understanding of relevant financial services regulatory requirements and customer outcome
expectations.
• Maintain all required T&C, regulatory and internal competencies applicable to the role.
• Good public speaking, networking and relationship-building skills, with experience representing the
organisation at local community and business events, developing relationships with local professionals
and businesses, and promoting the Society within the community.
• Good interpersonal and people leadership skills, with the ability to engage hearts and minds, build
trust, inspire colleagues and foster a high-performing, customer-focused team culture.
Page
2/2