Savings Team Leader

Location: Nursling

Lead a team. Deliver outstanding service. Make a real difference. We're looking for an experienced and motivated Savings Team Leader to join our Operations and Distribution team here at the Earl Shilton Building Society. This is an exciting opportunity for a people-focused leader who is passionate about delivering exceptional customer service, developing colleagues and ensuring customers receive fair outcomes. You'll play a key role in leading our Savings Team, supporting our members and prospective savers, and helping to drive sustainable savings growth for the Society.

As the first point of escalation for complex queries, you'll combine strong leadership skills with operational excellence, ensuring savings administration is completed accurately, efficiently and in line with regulatory requirements. You'll also support continuous improvement initiatives that enhance both the customer and colleague experience. Leading and Developing Your Team Managing and prioritising daily workloads to achieve service level targets. Coaching, motivating and developing colleagues through regular feedback and support.

Supporting induction, training and competency development. Creating a positive, collaborative and high-performing team culture. Delivering Excellent Customer Outcomes Leading the team to provide outstanding service across telephone, email, secure messaging and other channels. Acting as a point of escalation for complex customer enquiries, complaints and vulnerable customer situations. Ensuring customers receive clear communication, fair treatment and positive outcomes. Maintaining high standards of accuracy across customer records and correspondence.

Managing Risk and Compliance Ensuring adherence to Savings procedures, Know Your Customer (KYC) and Anti-Money Laundering (AML) requirements. Monitoring quality, accuracy and timeliness across savings administration activities. Supporting audits, quality reviews and control checks. Promoting strong risk awareness and regulatory compliance within the team. Driving Operational Excellence Monitoring service levels, team performance and operational activity. Identifying opportunities to improve efficiency, quality and customer experience.

Supporting the implementation of new products, processes and system enhancements. Escalating emerging risks, trends and service concerns appropriately. Supporting Commercial Success Helping to drive sustainable savings growth and customer retention. Supporting account opening, funding activities and enquiry conversion. Encouraging proactive engagement with savers approaching maturity. Using management information to improve productivity and service performance. Essential Experience Experience working within a Financial Services environment.

Previous experience leading, coaching or supervising colleagues. Experience operating within a regulated environment. Proven ability to follow and apply policies, procedures and controls accurately. Experience managing workloads and meeting service standards. Essential Skills Excellent communication skills across telephone, written and digital channels. Strong leadership and coaching capability. Good organisational and prioritisation skills. High levels of accuracy and attention to detail.

Ability to identify risks, solve problems and make effective decisions. Strong customer focus and commitment to delivering great outcomes.

Desirable Experience within savings operations or retail banking. Knowledge of savings products and customer service operations. Understanding of FCA regulatory requirements and Consumer Duty principles. You'll be joining a Society that genuinely values its people, its members and the communities it serves. We offer a supportive environment where colleagues are encouraged to develop, contribute ideas and make a meaningful impact. In return, you'll benefit from:
Competitive salary Pension scheme Holiday entitlement Learning and development opportunities Employee wellbeing support A collaborative and inclusive working culture Ready to apply? If you're an experienced Financial Services professional with a passion for leading people and delivering exceptional customer outcomes, we'd love to hear from you. Apply today and help shape the future of our savings service.