Head of Retail

£55,000 - £65,000


Hours: 35 per week - hybrid working considered after completion of an initial probationary period.

365 People are currently recruiting for an outstanding individual to develop and maintain proactive member engagement, lead our client’s retail team’s performance, whilst enhancing their customers’ experience.

The Head of Retail will be responsible for developing their strategy to enable them to achieve strong product retention, increased retail savings balances and positive customer effort scores.

In this role you will use your skills, knowledge and experience of retail banking to:

• Work internally to develop and apply retail savings strategy, increasing awareness and engagement within local communities.
• Translate strategic plans and objectives into retail operational plans, ensuring the required outcomes are achieved.
• Oversee effective training and competence within the Retail team to ensure the delivery of good customer outcomes.
• Ensure effective resource management to facilitate Society’s growth plans and day to day achievement of KPI’s.
• Oversee the onboarding and administration of retail savings accounts through Branches and the Society’s Mobile App.
• Engage and participate as a member of the Society’s Senior Leadership Group (SLG) to ensure a cohesive working environment is maintained.
• Maintain strong knowledge of industry best practices and the competitive landscape, proactively sharing strategic insights with the Director of Customer Service.
• Ensure all customer interactions are managed efficiently and professionally within agreed SLAs and a right first-time approach. Ensure appropriate handling of customer complaints and escalated customer queries.
• Ensure compliance with HMRC rules and regulations in respect of ISA Management.
  
  

To be considered you will need to demonstrate:

• Proven leadership experience gained within a retail banking or savings environment.
• Outstanding communicating skills with excellent active listening, negotiation and presentation skills and an ability to build effective relationships at all levels of the Society.
• Strong managerial and supervisory skills and experience of leading others in a financial services process area.
• Excellent administrative and PC skills covering Microsoft Office suite of products.
• The ability to lead by example demonstrating an optimistic attitude, always creating a positive team ethic, recognising the skills and attributes of others, working as part of the team and on own initiative.
• A good understanding of Consumer Duty in relation to retail operations.
• A good understanding of the UK Building Society sector and UK financial services regulatory environment applicable to this role..
  
  

Qualifications required:

• You will ideally be educated to Degree level in a relevant subject, or have demonstrable relevant experience gained in a similar role.
• 5 GCSE’s grade 9 to 4 / A* to C, or equivalent.
  
  

Benefits include:

• 27 days’ annual leave plus public bank holidays
• Staff annual discretionary bonus scheme
• Pension contribution
• Life assurance of 4 x basic salary
• Private Healthcare
• Permanent Health Insurance
• Health Cash Plan
• Access to internal Mental Health First Aiders
• Access to a Wellbeing hub and Employee assistance programme
• Celebration days
• Benefit Hub subscription: giving access to a wide range of discounts across many different sectors
• Free parking