Customer Experience & Community Manager (City & South)

At The Cambridge Building Society, we want our branches to be places where customers feel valued and our communities feel connected. We're looking for a Customer Experience and Community Manager to lead a group of branches, support colleagues to deliver excellent customer outcomes and build strong local relationships.

You'll coach branch leaders, use customer feedback and performance insight to identify improvements, and help teams balance great service with effective controls. You'll also champion community activity, helping colleagues develop relationships that make a meaningful difference locally.

Day-to-day responsibilities

• Lead and support branch leaders across your area, setting clear expectations and coaching them to succeed.

• Monitor customer experience, performance and risk measures, taking action where improvements are needed.

• Help colleagues deliver fair, consistent outcomes, including for customers who need additional support.

• Build a strong service culture through regular branch visits, feedback and recognition.

• Develop local relationships and community opportunities that raise awareness of the Society and support sustainable growth.

• Work with colleagues across the Society to resolve issues, share good practice and improve how our branches operate.

You'll be a supportive leader who can bring people with you through change. You'll have strong customer service and relationship-building skills, sound judgement, and the confidence to use data and feedback to make decisions. Experience leading teams across more than one location would be valuable, particularly in financial services or another regulated environment.

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 £40,000.00 per annum

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

5 days per week from our Branch locations

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

Job description (attached PDF)

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K EY I NFORMATION
Role: Customer Experience &
Community Manager
Reports to: Head of Customer
Experience
Grade: 3
P URPOSE
To lead and develop high-performing
customer-facing teams, delivering
exceptional member experiences,
sustainable business growth and strong
operational standards. Build meaningful
relationships with colleagues, customers,
local communities and professional
partners, while creating a culture of
accountability, continuous improvement
and doing the right thing for our
members.
C RITICAL S UCCESS F ACTORS
Consistently strong member experience
and customer outcomes.
Delivery of agreed business growth,
performance and service objectives.
High-performing, engaged and capable
teams with a strong succession pipeline.
Strong community presence and
productive local professional
relationships.
Effective management of operational and
regulatory risk.
Continuous improvement in
performance, efficiency and ways of
working.
B EHAVIOURS
• Members First - puts members at the
heart of decisions and actions.
• Exceed Expectations - strives to deliver
an exceptional experience.
• Make It Happen - takes ownership, acts
decisively and delivers results.
• Better Together - collaborates, supports
and develops others.
• Embrace Improvement - challenges
constructively and continuously looks for
better ways of working.
• Respect Always - leads with integrity,
fairness and professionalism.
Customer Experience and
Community Manager
T HE C AMBRIDGE B UILDING S OCIETY
Main Duties Within Role
• Provide effective leadership across the assigned branch & CCC
cluster, creating a high-performing, customer-focused and
accountable culture.
• Lead, coach and develop Leaders, ensuring effective Training &
Competency (T&C) oversight and consistent leadership standards.
• Own performance management across the cluster, using customer,
colleague, commercial and operational MI to identify opportunities
and drive improvement.
• Develop and deliver the customer/member experience strategy,
ensuring consistently high service standards and positive customer
outcomes.
• Drive sustainable business growth, identifying local opportunities
to grow savings, relationships and customer engagement.
• Build strong relationships within local communities, developing
branches as active community hubs and increasing the Society's
local presence.
• Develop relationships with local professionals, businesses and
community organisations, including networking events,
professional networking and partnership opportunities.
• Lead branch development, ensuring each location has a clear plan
for customer engagement, community activity, business growth
and local relationship building.
• Champion meaningful customer conversations, ensuring
colleagues understand customers' wider financial needs and
identify appropriate opportunities to support them.
• Build colleague capability through regular coaching, mentoring,
observation and feedback, creating a strong pipeline of future
talent.
• Own talent development and succession planning, identifying
high-potential colleagues and supporting their progression across
the Society.
• Lead continuous improvement across the cluster, challenging
inefficient processes and identifying opportunities to improve
customer experience, productivity and ways of working.
• Maintain strong operational, risk and regulatory standards,
ensuring appropriate controls, governance and customer
outcomes are consistently achieved.
• Build effective relationships with key internal stakeholders,
working collaboratively across Operations, Risk, Customer, Product,
Marketing and other functions to deliver strategic priorities.
• Lead and embed organisational change, creating strong colleague
engagement and ensuring the Society's values, behaviours and
customer-first culture are visible in everyday leadership and
decision-making.
• 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 and people development capability.
• Commercially focused with the ability to identify and deliver business growth opportunities.
• Excellent relationship-building, influencing and stakeholder management skills.
• Strong customer and community engagement skills.
• Ability to interpret MI and translate insight into clear actions and improved performance.
• Strong risk awareness, judgement and understanding of regulatory responsibilities.
• Confident communicator with the ability to lead and engage colleagues through change.
• Strong planning, prioritisation and problem-solving skills.
Qualifications & Accreditations
• Relevant leadership, management or financial services qualification desirable, or equivalent
experience.
• Appropriate regulatory and Training & Competency requirements to be maintained in line
with the responsibilities of the role.
• Strong 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.
• Strong 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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