Customer Operations Manager

Job Posting Title

Customer Operations Manager

Salary Band

Grade:MP2

Salary:£41,668 - £57,542

Job Description

About the Role

Reporting directly to the Head of Customer Operations, you will be responsible for the day-to-day operational management of a defined area within our Customer Operations function. Your focus will be to ensure the consistent delivery of high-quality service to customers holding savings accounts with Newcastle Building Society Group and our Strategic Solutions clients.

You will maintain strong awareness of both current and planned activity across Customer Operations, taking proactive action to ensure optimal service delivery, efficiency, and performance at all times.

Leading a team of Team Leaders, you will play a key role in developing and supporting your colleagues, driving performance through effective leadership and coaching. You will have overall accountability for achieving operational objectives, delivering exceptional customer outcomes, and ensuring your teams are aligned to our purpose and values.

You will be responsible for ensuring all quality standards, key performance indicators, and contractual Service Level Agreements (SLAs) are consistently met or exceeded. Working closely with operational support teams—including Resource Planning, Risk, Complaints, and Quality Assurance—you will use insight and feedback to identify improvement opportunities and drive enhanced customer experiences.

A core part of the role will be to foster a culture of continuous improvement, identifying opportunities to enhance processes, standardise activity across clients, and improve efficiency across the Customer Service Centre. You will also play an active role in creating an engaging and inclusive workplace where colleagues feel supported, recognised, and empowered to succeed.

About You

You will bring proven experience in Customer Service and Operational Management, ideally within a Financial Services or Contact Centre environment. With a strong track record of leading leaders, you will have demonstrable experience in managing and developing supervisors or Team Leaders, with a passion for building high-performing teams.

You are an engaging and motivated leader, with the ability to inspire, influence, and develop others. Your resilience, adaptability, and drive to succeed enable you to effectively manage changing priorities while maintaining a strong focus on delivering results.

You will have excellent communication skills, both verbal and written, with the confidence to engage and influence stakeholders at all levels. Strong stakeholder management skills and the ability to collaborate across multiple functions will be key to your success in this role.

You will be committed to creating a “people-first” culture—ensuring colleagues receive regular feedback, the right training and development opportunities, and clear performance expectations to support continuous growth and high performance.