Head of Customer Connections
Multi Site
Band B
Hybrid Working
Want to change the world? A career that makes a difference
We’re not a bank that follows the crowd. Instead, we like to stand out for all the right reasons. Our bank is built on co-operative values that stand strong today. A lot has happened in 150 years, we don’t just help people with their money, but help people fight for justice and the causes they care about. Our unique customer-led Ethical Policy, has made us a natural leader in environmental and social issues today, and we’re market leaders in ESG as rated by leading ESG ratings agency Sustainalytics*.
There has never been a more pressing time for our Bank to focus our efforts on causes that matter to our customers and colleagues. Why not see where you can make a change, and join the UK’s original ethical bank to continue our ambitions to lead the industry on environmental and social issues in 2024 and beyond.
This role requires you to attend multi sites across the UK when required.
The role:
As the Head of Customer Communications, you are responsible for leading and developing teams within Customer Operations by setting the culture and environment to achieve maximum operational effectiveness. Leading specialism development whilst delivering the strategy across all areas such as Proactive Fraud Management, Digital, Remote Working, Voice, Branch, Commercial and Culture.
Key Accountabilities:
- Lead and drive the vision to deliver an exceptional service to customers in every interaction, across multiple touch points.
- Deliver and/or design solutions to meet customer needs, determining appropriate responses and identifying long-term root cause strategic solutions.
- Amplify the voice of the customer across the bank, sharing valuable insight gleaned from analysing and interpreting customer data and feedback
- Lead the development and implementation of the Customer Service strategy to meet existing and future customer needs, delivering sustainable commercial returns.
- Deliver the transformation changes across the Customer Facing teams within agreed timescales and budgets in line with the overall Customer Connections strategy & plan.
- Review and develop operational processes to improve performance and maximise growth. Seek opportunities to grow the business through new initiatives or partnerships, and work to take advantage of those opportunities
- Ensure the development of operational activity meets risk and regulatory requirements and supports branch & telephony commercial targets/external benchmarks. Ensure clear frameworks are in place where appropriate
- Act as the first line of defence to ensure that the business continuity plans remain fit for purpose and are sufficient to prevent any interruption to the day to day operation
- Lead and champion a customer-centric culture focussing on positive customer outcomes, which inspires colleagues and drives engagement across Customer Service
- Ensure team delivers measurable and significant value to business, in way that creates engaged and loyal customers for the bank
Knowledge, Skills and Experience Required:
- Expertise in developing and implementing customer centric business strategies to meet customer, colleague and investor needs and delivering sustained improvements in overall business performance.
- Deep understanding of customer needs and challenges in large scale UK financial service organisations including experience of executing a customer advocacy strategy.
- Proven ability to think strategically and transform strategy into delivery.
- Ability to lead a multifaceted team, build capability and drive change.
- Excellent communication, relationship building and influencing skills; able to present effectively to a variety of audiences including at senior management level
- Excellent networking skills with a proven track record and experience of building strong external networks across the industry and with professional suppliers.
- Ability to represent the Bank both internally and externally, including relevant regulatory bodies if required.
**For the full role profile of accountabilities, please email Elizabeth1.hughes@co-operativebank.co.uk
What You Can Expect From Us:
- Private Medical Insurance
- Car Allowance
- Flexible and remote working
- 27 days holiday rising to 30 with service, plus opportunity to buy 5 extra days
- Competitive pension with up to 10% employer contribution
- Income protection / life assurance
- Commitment from employers on continued learning & development
- Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family.
- 2 paid days for volunteering per year
- ‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.
- Family friendly policies and supportive working environment
- Colleague network groups committed to inclusion and diversity within our Bank.
We can only consider candidates with the right to work in the UK at this time.
Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected.
If your application is selected for recruitment, we will ask if you require any reasonable adjustments in order to proceed to an interview with us.
If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk
As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.
*Rated by Morningstar Sustainalytics in the Regional Banks sub-industry with a score of 8.5 as of 9 October 2023.