Customer Support Manager

Customer Support Manager Salary: £45,300 Location: Manchester/Hybrid 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. 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. We promote a hybrid working environment, which means you will work at our office in Manchester roughly once a week and then remotely from home. To enable you to work from home, you will need have a suitable office set up which includes a desk and a chair in a location which is free from the interruptions of day-to-day life. The role: As a Customer Support Manager you will are an ambassador for the Co-operative Bank and all that we stand for, providing a first class service to new and existing customers, supporting their lending requirements. You'll also manage key stakeholders such as external organisations e.g. FSB and internally through linking with local branches. The focus of the role will be supporting our Relationship Managers with the day to day management of customer portfolios and driving commercial growth. You will carry out video calls and attend in person contact with customers, prospects, accountants, brokers across your team of Relationship Managers and Business Development Managers. You will be travelling to these customer meetings as required (a maximum of 12 trips per year to be used). Key Accountabilities:

• To manage key customer operations and stakeholder relationships, including on boarding new Relationship Banking customers.
• To support Relationship managers with the maintenance of customers within their portfolios which will include:-
• Lending requirements (where handover completed from RM to CSM with background of customer or where the CSM has attended the meeting)
• Annual reviews (monthly meeting to discuss the month ahead and a plan to be put in place between RM & CSM to allow appropriate timescales to complete)
• Administration support from £250,000 to £15,000,000, with occasional support for customers with higher value requirements in case of need.
• Supporting C3 and Band B colleagues consistently
• Responsible for Direct Banking customer lending requirements between £25,000 and £250,000 which will include conversations with customers, data gathering, financial account assessments and use of PCCM limits or submission of credit assessments to gain approval for lending requests.
Knowledge, Skills and Experience Required:
• Excellent interpersonal skills, able to communicate with a wide range of people
• Strong customer service ethic
• Foundation credit skills in a commercial lending environment
• Work well in a team setting
• Ability to work remotely and flexible in approach
• Reliable and ethical, respecting customers' confidentiality
• Ability to manage risk
• Proactive and highly self-motivated
• Confident selling and marketing products
• Comfortable approaching people
• Good numeracy skills
• Ability to explain complex information in simple terms
• Ability to identify the features and benefits of products and services your company offers
• You will have, or be able to quickly develop, specific sector knowledge
• Ability to travel to customer locations as required.
• Credit / Financial Analysis
What You Can Expect From Us:
• Flexible and home working options
• 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
• 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. 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.


• Excellent interpersonal skills, able to communicate with a wide range of people
• Strong customer service ethic
• Foundation credit skills in a commercial lending environment
• Work well in a team setting
• Ability to work remotely and flexible in approach
• Reliable and ethical, respecting customers' confidentiality
• Ability to manage risk
• Proactive and highly self-motivated
• Confident selling and marketing products
• Comfortable approaching people
• Good numeracy skills
• Ability to explain complex information in simple terms
• Ability to identify the features and benefits of products and services your company offers
• You will have, or be able to quickly develop, specific sector knowledge
• Ability to travel to customer locations as required.
• Credit / Financial Analysis
  
  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. 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.


• Flexible and home working options
• 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
• 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. 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.