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Retail Managers are responsible for managing a cluster of branches and support them by ensuring they are fully equipped to reach their goals including customer service, staff development and control standards. Retail Managers drive a strong customer focused culture within their teams that aims to deliver a superior customer experience. They are also required to monitor compliance and risk within their cluster, ensuring their branches meet all regulatory guidelines.
Branch Managers are accountable for the day-to-day running of their branch, including all operational tasks, recruitment and complaint handling. Branch Managers will support staff to ensure customers’ needs are identified through effective conversations and support the Society in achieving its goal to offer people the opportunity to buy their own home and to save for the future. Naturally, they are responsible for developing the product knowledge and skills of their branch teams through clear direction, leadership, and coaching.
Customer Managers aim to provide an outstanding customer experience whilst meeting relevant risk, statutory and regulatory requirements. Through customer appointments, they will look to identify customer needs and exceed their expectations by providing a solution from our wide range of products and services. They lead by example and support the development of Customer Service Advisors through regular observations and feedback sessions. As part of their role, Customer Managers will also take accountability of the branch in the absence of the Branch Manager.
Retail Customer Service Advisors are responsible for delivering a superior customer experience in branch and identifying customers’ needs through appointments. They are also required to support the branch network and will travel within a cluster of branches where they will provide cover as a Customer Service Advisor or deputise as a Customer Manager or Branch Manager in their absence.
Customer Service Advisors play a vital role in achieving high levels of customer service across our branch network. By interacting with our customers, they ensure all requests and transactions are handled in an accurate and professional manner. Whether it’s through savings, mortgages or our third party products, they take pride in proactively identifying opportunities through conversations to help our customers in the best way they can.
