Customer Contact Centre Manager

Are you passionate about developing people and delivering exceptional customer experiences? At The Cambridge Building Society, we're looking for a Customer Contact Centre Manager to lead an engaged, high-performing team, helping our members across telephone, live chat, secure messaging and other service channels.

You'll take ownership of day-to-day operations, managing customer demand and team performance while balancing efficiency with quality and positive customer outcomes. Through coaching, call evaluations and ongoing development, you will build colleagues' confidence and capability to understand customer needs, strengthen relationships and support business growth.

You'll bring experience of leading a Customer Contact Centre team, strong operational knowledge and the ability to turn performance data and customer feedback into meaningful improvements. With a commitment to supporting vulnerable customers, effective complaint handling and strong risk controls. You'll inspire your team to put members first in every interaction.

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

Click here to view The Society Benefits.

Salary and working hours

Starting salary £30,000.00 per annum

Monday to Friday 8:45am - 5:00pm (36.25 hours per week)

5 days per week from our Head Office (Cambridge)

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

Job description (attached PDF)

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CCC Manager
T HE C AMBRIDGE B UILDING S OCIETY
K EY I NFORMATION
Role: CCC Manager
Reports to: Customer Experience &
Community Manager
Grade: 4
P URPOSE
To lead, coach and develop a high-performing
Contact Centre team, delivering exceptional and
inclusive customer experiences across all service
channels, including telephone, live chat, secure
messaging, post and complaint handling.
The role is accountable for day-to-day team
performance, balancing customer experience,
service delivery, business growth, productivity,
quality and risk, while ensuring customer demand
is managed effectively and colleagues have the
capability and support to deliver consistently
strong outcomes.
C RITICAL S UCCESS F ACTORS
Achievement of agreed service levels, with effective
management of customer demand and abandonment
rates.
Effective management of AHT, productivity and schedule
adherence without compromising quality or customer
outcomes.
Strong and improving CSAT, service quality and overall
customer experience.
Delivery of agreed business growth and customer
relationship objectives.
Consistently high standards across calls, live chat,
secure messaging, post and complaints.
Effective identification and support of vulnerable
customers, delivering fair and appropriate outcomes.
Strong risk, compliance and control performance, with
errors and emerging risks identified and addressed
promptly.
Complaints managed effectively and within required
timescales, with learning used to prevent recurrence.
High-performing, engaged and competent colleagues
with clear coaching and development plans.
Continuous improvement across service, productivity,
growth, quality, risk and customer experience.
B EHAVIOURS
Members First - puts members at the heart of
decisions and ensures individual needs, including
vulnerability, are understood and appropriately
supported.
Exceed Expectations - strives for exceptional
service, quality and customer outcomes across
every channel.
Make It Happen - takes ownership of performance
and acts quickly to address service, people or
operational challenges.
Better Together - creates a supportive
environment where colleagues collaborate, learn
and succeed together.
Embrace Improvement - uses MI, customer
feedback, complaints and quality insight to
continually improve performance and ways of
working.
Respect Always - leads with integrity, fairness and
professionalism, treating colleagues and
customers with respect.
Main Duties Within Role
• Provide effective day-to-day leadership and accountability for the
Contact Centre team, creating a high-performing, engaged and
customer-focused culture.
• Lead colleague Training & Competency (T&C) requirements through
observations, call evaluations, coaching, mentoring and ongoing
competency assessment.
• Manage performance against agreed Contact Centre KPIs, including
service level, Average Handling Time (AHT), abandonment rate,
schedule adherence, productivity, quality, CSAT and other agreed
customer and operational measures.
• Actively manage real-time operational performance, monitoring
customer demand, call and messaging queues, colleague availability
and workloads, taking timely action to maintain service standards.
• Ensure consistently high-quality service across telephone, live chat,
secure messaging, post and complaint handling, balancing efficiency
with positive customer outcomes.
• Drive business growth, coaching colleagues to identify customer needs,
have meaningful conversations, recognise appropriate opportunities
and build deeper and longer-term customer relationships.
• Champion exceptional customer experience, using CSAT, customer
feedback, complaints, quality results and other insight to identify
trends and improve the customer journey.
• Ensure vulnerable customers are appropriately identified, understood
and supported, coaching colleagues to recognise vulnerability and
make appropriate adjustments to achieve fair customer outcomes.
• Coach and develop colleagues to improve quality, confidence,
productivity, knowledge, customer conversations and overall
performance, providing timely and constructive feedback.
• Manage individual colleague performance and schedule adherence,
recognising strong performance and taking appropriate action where
agreed standards or expectations are not achieved.
• Maintain effective oversight of complaint handling, ensuring
complaints are appropriately owned, progressed and resolved within
required regulatory and internal timescales, with learning identified
and embedded.
• Maintain strong risk, compliance and operational controls, ensuring
colleagues follow policies and procedures and that errors, incidents,
conduct concerns or emerging risks are identified, addressed and
escalated appropriately.
• Analyse team MI and performance trends across service, growth,
productivity, customer experience, quality and risk, identifying
performance gaps, root causes, development needs and improvement
opportunities.
• Build colleague capability through effective talent development and
succession planning, creating a pipeline of skilled, confident and
knowledgeable colleagues.
• Work collaboratively with Customer Experience Managers, Business
Support, Risk Support and other teams to deliver Contact Centre and
Society priorities, undertaking any other duties and responsibilities
that reasonably fall within the scope of the role.
• Undertake any other duties and responsibilities that reasonably fall
within the scope of the role.
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Job Holder Signature
Skills
• Strong leadership, coaching, mentoring and performance management capability.
• Strong understanding of Contact Centre operations and real-time performance management.
• Ability to interpret and act upon MI covering service levels, AHT, abandonment, schedule adherence,
productivity, CSAT, quality, risk and business growth.
• Ability to balance customer experience, operational efficiency, risk and commercial performance when
making decisions.
• Strong understanding of multi-channel customer service, including calls, live chat, secure messaging, post and
complaint handling.
• Strong understanding of customer vulnerability, complaints, operational risk, controls and regulatory
responsibilities.
• Strong commercial awareness and ability to coach colleagues to identify appropriate business growth and
customer relationship opportunities.
• Ability to identify performance trends and root causes and translate them into clear actions and coaching
interventions.
• Strong communication, influencing, decision-making and problem-solving skills.
• Ability to remain organised, responsive and decisive within a fast-paced, demand-led operational
environment.
•
Qualifications & Accreditations
• Relevant leadership, management, customer service or financial services qualification desirable, or
equivalent practical experience.
• Experience of leading, coaching and managing performance within a Contact Centre or customer-facing
operational environment.
• Good understanding of Contact Centre operational measures, including service levels, AHT,
abandonment rate, schedule adherence, productivity, quality and CSAT.
• Good understanding of relevant financial services regulatory requirements, complaint handling,
customer vulnerability and fair customer outcomes.
• Maintain all required T&C, regulatory and internal competencies applicable to the role.
• 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.
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