Assistant Branch Manager - Exeter

Co-operative Bank plc.; Exeter; On-site; GBP 29,000 - 35,000; Full time

Job summary

A leading ethical bank in Exeter is seeking an Assistant Branch Manager to lead and inspire a team of Customer Service Assistants. The role involves overseeing branch operations, resolving customer complaints, and ensuring exemplary service delivery. Ideal candidates will have a strong background in banking, excellent communication skills, and a commitment to customer satisfaction. The position offers competitive salary and benefits including extensive holiday, pension contributions, and wellbeing support.

Benefits

27 days holiday plus buy-up option

Competitive pension with up to 10% employer contribution

Mental health and wellbeing support

Colleague network groups for inclusion and diversity

Qualifications

• Experience in delivering excellent customer service.
• Demonstrated resilience in handling complex situations.
• Experience of managing risk and previous management deputising.

Responsibilities

• Support the Branch Manager in day-to-day operations.
• Inspire and coach branch colleagues.
• Resolve customer problems and complaints.
• Create a strong team culture.
• Ensure best in class service delivery.

Skills

Thorough knowledge of banking products, rules and processes

Confidence to make decisions

Customer focused

Excellent verbal communication

IT Literate

Job description

Job Title: Assistant Branch Manager

Location: Exeter
Salary up to £34,600.

Want to change the world? Choose a career that makes a difference

At The Co-operative Bank we’re proud to be different. We’re proudofour values and ethics, and our unique, customer-led Ethical Policy that shapes everything we do.

Born out of the co-operative movement over 150 years ago, you could say that doing the right thing has always been our thing.We don’t just help people with their money, but help people fight for justice and the causes they care about.

We put people at the heart of every decision we make and there’s never been a more important time for our Bank to stand up for the causes that matter most to our customers, colleagues and partner organisations.

Join us and help us continue to make progress in environmental and societal change, all with the UK’s original ethical bank.

What we are looking for:

As an Assistant Branch Manager, you’ll be responsible for inspiring, leading and engaging your team of Customer Service Assistants to achieve the Group’s ambition and goals, live and breathe our purpose, and achieve the vision of the Chief Operations Office and the Branch Network.

As a Assistant Branch Manager, you will be responsible for:

• Supporting the Branch Manager in overseeing the day-to-day operations of the branch
• Inspiring, leading and coaching branch colleagues to deliver excellent results.
• Meeting with customers and resolving their problems or complaints as and when necessary
• Identifying when improvement is needed and takes accountability for actions of self and others.
• Creating a strong team culture demonstrating the skills, values and behaviours needed to inspire customers to buy from us, stay with us and recommend us to others
• Demonstrating a deep understanding of your customers and how you can help them be better off through life.
• Ensuring that the branch delivers best in class service by delivering a customer experience in line with our purpose and values.
• Managing, organising, controlling and monitoring the activities of the branch team to optimise resources and deal effectively with conflicting operational, customer and regulatory needs

Knowledge, skills and experience required:

• Thorough knowledge of banking products, rules and processes
• Passionate about leading our purpose, our values and our belief of putting customers first.
• Confidence to make decisions.
• Desire to create an inclusive, inspiring workplace.
• Customer focused and experienced in delivering excellent service, being able to identify where you've made improvements to enhance the customer’s experience.
• Demonstrate resilience and experience of dealing with more complex or challenging situations
• Proactive with your own personal development and have evidence of working towards short- and long-term performance goals.
• Experience of coaching, taking the lead and role model behaviour, ideally in a customer-facing environment
• the ability to deal with change initiatives and lead change in the local market, including supporting others through change building resilience and change capability
• Excellent verbal communication and interpersonal skills
• The ability to prioritize, multi-tasking and focus on detail
• IT Literate: ability to learn at pace multiple internal banking systems
• Experience of managing risk
• Previous experience of deputising for management

What You Can Expect From Us:

• 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 passionate and committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential.

At the beginning of the year, The Co-operative Bank officially became part of the Coventry Building Society Group. Together, we have shared values and an ethical approach towards our members, customers and colleagues.

If you require more information or this document in a different format, please contact [e-mail]

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 11.2 as of 14 January 2025.