Relationship Centre Manager

Vacancies // Relationship Centre Manager Glasgow & Troon

Key Information

Hrs/Week: 35

Location: Glasgow & Troon

Post: Full Time

Closing Date: 30 Sep 2026

Posted on 08 Sep 2026

About the Role

At Scottish Building Society, every role helps us achieve our purpose of Helping Generations Prosper. This is more than banking. It it 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 difference for our members, colleagues and communities.

This is why we're looking for a member-focussed Relationship Centre Manager to help lead the next chapter 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.

• 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 member needs, recognise vulnerability or potential harm, and resolve or escalation 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 service, so members can engage with the Society in the that works best for them.
• Work collaboratively across the Society, sharing insights and supporting practical improvements that help members, colleagues and the Society prosper.

What you'll bring:

• 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
• Confident 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 competitive 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.

This list is not exhaustive and the post holder is expected to carry out any other tasks that are required to fulfil the needs of the role. Management may add or subtract from the list of duties in order to meet the need of the business as they see fit and as per the terms and conditions of contract.

About You

Skills & Capabilities for the role

Qualifications:

• Preferably educated to Higher Level or equivalent.
• Experienced in developing/coaching others and undertaking performance appraisals
• Provision of excellent customer service

Desired Experience:

• Awareness of competitor service offering

Behaviours:

• Responsibility
• Integrity
• Respect

Essential skills:

• Ability to prioritise/multitask and have attention to detail
• Ability to work with minimum supervision and to deadlines
• Sound judgement and decision making
• Strong Interpersonal skills

This list is not exhaustive, management reserve the right to amend the requirements as they see fit to ensure the post holder’s ability to fulfil the needs of the role.

Please only apply for this role if you have recent and demonstrable experience

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