Job Description

Working at the Cumberland, you become part of something special. We're a Mutual organisation, committed to improving the lives of our colleagues, customers, and community. Our values are incredibly important to us.


We're on an exciting transformational journey with our people firmly at the forefront of our plans. If you want to work for a team integral in helping to drive cultural change, a team where you can bring your whole self to work bringing your energy and creativity to make a positive difference, then this is the job for you.


We have an exciting opportunity for a Commercial Relationship Manager to join our Commercial team, taking accountability for the management of a portfolio of Commercial customers and business development of new to society relationships in the North of England.


Reporting to the Senior Commercial Manager, the Commercial Relationship Manager is a key role in the Commercial team with the primary focus of managing a portfolio of existing customers and onboarding new to Society lending and savings customers. You'll build strong relationships with customers, professionals and introducers through delivery of exceptional customer experience from the initial point of contact, through to the completion of onboarding and ongoing management of the relationship.


The role will be working on a hybrid basis so you could be based anywhere but would be expected to travel to the Head Office in Carlisle four times per month on average.

The Benefits

Salary -

Competitive depending on skills and experience.

Holidays

- 25 days holiday plus public holidays and the opportunity to buy and sell up to 2 days.

Learning and

Development opportunities

- We want you to grow in your role. We'll work together to support your personal and professional development.

Hybrid Working

- the tools and equipment you need to be able to work from home when you need to, depending on your role.

Health and Wellbeing

- a calendar of events and activities throughout the year, Mental Health & Wellbeing champions, and Cycle to Work scheme plus a personal wellbeing day.

Community Day

- We offer our people an extra paid day off every year to help local charities and community organisations.

The Role

Main responsibilities include:

Deliver an exceptional customer experience. Meet, exceed, and continuously improve standards and quality of customer service & relationship management. Act at all times in a manner which is consistent with the Society's culture of treating customers fairly. Provide support & coaching to the Associate and to other members of the management team and lead on deal management & structuring as required to ensure all risks are assessed and documented in a structured manner for new lending & reviews of existing customer positions. Ensure that early warning signs are identified, and customers are fully supported when they get into financial difficulty with agreed plans in place and managed to protect the customer and society. Understand and be aware of the risk and control environment in your business and adhere to processes and procedures to minimise risks. Deliver effective control of risks within the business area by regularly reviewing risk and controls and adhere to processes and procedures. Deliver highly effective sales approach & implement the business development strategy within your team. Implement use of the systems necessary to promote the growth of the Cumberland Commercial in a controlled way, understanding competitive trends and taking an agile approach to maintain a strong & accurate pipeline of profitable business whilst minimising risk. Work in a collaborative manner alongside colleagues within Commercial and the wider Society to ensure that activities are acquitted in an accurate and timely fashion. Provide challenge regarding the established processes and procedures to ensure simplification that will benefit customers & colleagues. Participate in the development of marketing & business development plans which are consistent with the pursuit of business objectives and the wider marketing activities of the Society. Keep the department's database of external professional/business contacts up to date with a view to increasing referrals and profile. Ensure shadow portfolios are created in line with the business development plan. Deputise as required for the Senior Commercial Manager from time to time and undertake ad hoc tasks as required in support of the wider team.

Financial responsibilities:

Accountable for delivery of the gross lending growth and savings plan for the Commercial Relationship Manager Role. Support delivery of the Net lending balance sheet growth, and Net Interest Margin plan, for the commercial business. Deliver the new customer acquisition number for the commercial relationship manager role. Contribute positively to the customer feedback objective for NPS and Feefo and minimise customer complaints. Contribute to the customer retention plan minimising customer complaints Accountable for ensuring all Risks are minimised as set out in Risk metrics for Commercial.

About you

You will have:

A broad commercial banking experience including business development & relationship management experience. A broad range of industry sector experiences when dealing with businesses and ideally with specific knowledge of hospitality sector. Strong evidential experience of delivery of financial performance in safe and sustainable manner. Good knowledge of risk and regulatory controls required in management of a commercial portfolio. Good external market profile in geography where they are based. Experience of working collaboratively across teams internally and externally. Good knowledge of the commercial banking marketing and competitors in broadest sense.

Skills, abilities and behaviours we're looking for:

Ability to coach and be coached. Well-developed Relationship Management skills with strong customer focus and mutual and member ethos beliefs. Good Business Development and Commercial Skills. Highly developed Microsoft Office skills. Achievement driven with focus to deliver. Good communicator internally and externally. Well-developed risk awareness and ability to identify risks and manage them. Highly developed credit skills in Commercial Finance Lending. Have well developed credit and deal restructuring skills in commercial banking. Knowledge of as broad range of industry sectors including specific knowledge of hospitality, healthcare, professional services and food & drink sectors. A strong external profile and the ability to further develop that within the industry sectors and geographical strategy. Ability to work collaboratively internally and externally.

We're here to create a banking experience that's kinder to people and planet.


Unlike banks, we don't have public or private shareholders which means we can invest 100% of our profits back into our business. As a result, our business is purpose-led, financially strong, socially responsible and always focused on our people, planet and communities.