Scottish Building Society
Relationship Centre Manager
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At Scottish Building Society
At Scottish Building Society, every role helps us achieve our purpose of Helping Generations Prosper. This is more than banking. It is about helping people feel confident about money, supporting them through big life moments and being part of a Society that is growing, changing and looking ahead. We are proud of our history, but we are building for the future using fresh ideas, better ways of working and real teamwork to make a positive difference for our members, colleagues and communities.
That is why we are looking for a member-focused Relationship Centre Manager to help lead the next chapter of our Relationship Centre service across our Glasgow and Troon branches. This is a brilliant opportunity to support savings growth, strengthen member relationships and lead colleagues to deliver excellent, personalised service every day.
Role Overview
Reporting to the Head of Relationship Centres, you’ll build strong relationships, maintain regular contact with members and help raise awareness of the Society’s service offering across both Glasgow and Troon. You’ll also support new member acquisition and member retention, oversee risk and quality controls to make sure they are effective and consistently applied, and provide dedicated relationship support to a portfolio of high-net-worth members.
Key Responsibilities
- Lead Relationship Centre colleagues across our Glasgow and Troon branches to deliver clear, simple and genuinely useful service that supports excellent member outcomes.
- Support savings growth, member retention and strong relationships through proactive contact, effective portfolio management and accurate product information.
- Oversee day-to-day Relationship Centre activity across both branches, ensuring workflows, tasks and ELO requirements are completed accurately, on time and in line with SBS standards.
- Maintain effective controls, compliance and service standards across both branches, including transactions, account openings, account maintenance, training and security checks.
- Coach and develop Member Relationship Assistants through clear objectives, regular 1:1s, appraisals and ongoing support.
- Understand members’ needs, recognize vulnerability or potential harm, and resolve or escalate concerns appropriately.
- Manage a portfolio of high-net-worth members through planned meetings, proactive contact and effective diary management.
- Monitor performance, savings activity, service feedback and complaints to identify trends, manage standards and drive improvement.
- Promote suitable communication channels, including online services, so members can engage with the Society in the way that works best for them.
- Work collaboratively across the Society, sharing insight and supporting practical improvements that help members, colleagues and the Society prosper.
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What You'll Bring
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- A track record of excellent member service, reflected in feedback, NPS, mystery shop and call monitoring results.
- Experience supporting savings growth, member retention and simpler, clearer service experiences.
- Confidence leading, coaching and developing capable, engaged and multi-skilled colleagues against clear objectives and appraisals.
- Financial services experience preferred, with strong customer service skills and awareness of competitor service offerings.
- A clear communicator with strong interpersonal, active listening and relationship-building skills.
- Able to prioritise, multitask and deliver accurate work with pace, quality, ownership and pride.
- Sound judgement, attention to detail and confident decision making, supporting positive Risk and Compliance outcomes.
- A collaborative approach that supports teamwork, better ways of working and a positive, inclusive, future-ready culture.
Why Join Us?
At Scottish Building Society, you’ll join a growing organization with a clear purpose, ambitious plans and a genuinely human approach to financial services. If you want to lead meaningful product work, shape better savings experiences and help members feel more confident about money, we’d love to hear from you.
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