CS&O Unit Leader

CS&O Unit Leader

The Requirements

Join us as Customer Service & Operations (CS&O) unit leader in our Cash & Coin Operations centre in Manchester

  • If you have exceptional people management experience and a decisive approach to problem solving, there is an excellent opportunity to join us as part of our Personal & Business Banking Services function
  • You'll be pivotal to driving teams to provide a fantastic customer experience, and implement change across the centre
  • This role is available for a 12 month period

What you'll do

We'll look to you to deliver and improve the centre's performance across your area of responsibility, which will include financial management, people management, conduct and controls, and ultimately, the overall customer experience.

You'll develop a team to really engage with customers and provide the best possible service, and will implement all central and local change projects to drive strategic objectives. To achieve this, you'll seek to simplify and improve the customer experience and lead the team's operational performance, and will champion data driven root cause analysis and deliver a sustained lean culture.

You'll also:

  • Provide shift and centre financial budget and headcount management
  • Develop and coach your team, and provide feedback through one-to-ones
  • Proactively identify and manage conduct risk issues to deliver key customer outcomes

Having established an effective networks across the shift manager community, you'll share best practice and improve the centre's overall performance. This is a real hands-on role, where you'll be implementing change and ensuring frameworks are complied with.

The skills you'll need

We're looking for a people leader with the enthusiasm to inspire, motivate and drive a team to success. You'll be able to work effectively in a pressurised environment, while having the confidence to make the right decisions. Ideally, you'll have some experience of health and safety, and a control and regulatory environment.

Ultimately, we're seeking someone with great people management experience and problem solving skills, and training will be provided to support your transition into this role.

What else you need to know

The centre is open 24/7 Monday to Sunday, and this particular vacancy is to cover rotational shifts between 8am and 8pm Monday to Friday.

How we'll reward you

Visit our reward and benefits page for more information on the benefit packages we offer.


At NatWest, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexible working options for some of our roles - find out more.