At a Glance
- Tasks: Lead the development of Customer Assurance practices to enhance customer trust and minimise risk.
- Company: Join Leeds Building Society, a purpose-driven organisation focused on home ownership.
- Benefits: Enjoy hybrid working, annual bonuses, 30 days holiday, and volunteering opportunities.
- Other info: Be part of an inclusive culture that values diversity and personal growth.
- Why this job: Make a real impact by shaping customer experiences and driving positive outcomes.
- Qualifications: Strategic thinker with experience in FCA regulated activities and strong leadership skills.
The predicted salary is between 56700 - 69300 £ per year.
Job Description
How you'll help us live our purpose We've been helping our members save for their future and buy a home of their own since 1875.
By joining us, you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.
It's a purpose that drives everything we do and one we're proud of.
And you can play your part by leading the development of Customer Assurance practices across our Customer division, helping us minimise risk, strengthen customer trust and deliver good outcomes across every customer journey.
How you'll make a difference Reporting into the Head of Customer Risk and Assurance, this lead role is responsible for the design, execution and oversight of our Customer Assurance framework and provides assurance on outcomes at an end-to-end customer journey level, Quality Assurance framework to assess colleague competency, and Quality Assurance governance frameworks ensuring compliance with Consumer Duty, conduct and wider regulatory requirements.
You'll lead a team of specialists and provide guidance and strategic direction to the business' 2nd and 3rd line to embed the outcomes testing ensuring strong alignment in assessments and understanding.
What will you bring to the role?Strategic thinker that can develop and lead on the assessment of FCA regulated activities (e. g.
Mortgage Advice, Underwriting, Savings and Insurance) across people, process, systems and communications.
Detailed understanding of FCA Code of Conduct rules, principles for Business, Senior Management Arrangement, Systems and controls, Consumer Duty regulation and Vulnerable Customer guidance.
Experience of leading and delivering outcomes assessment across the end to end customer journey cycle and quality assurance and colleague competency assessment models.
Ability to drive, promote and maintain a strong customer outcomes focused' culture across Customer division.
Strong, visible people leader with an ability to inspire, coach and drive positive engagement and high-performance fostering inclusivity, diversity of thought, experience and culture.
Trusted and credible leader with an ability to communicate and influence at all levels including senior leadership teams.
Strong analytical skills combined with the ability to communicate and present complex information to a range of audiences.
And in return, you'll get the best from us: Hybrid working 2 days per week in the office (Cobalt or Leeds Head office)Annual bonus of up to 15%Matched pension contributions up to 10%30 days holiday, plus bank holidays and holiday purchase scheme Colleague Mortgage and Saver products2 days' volunteering per year We'll give you a place to belong with the support to learn, develop and shape a meaningful career.
Why choose Leeds Building Society?Our business is centred around our people.
Our colleagues are at the heart of everything we do and we're extremely proud of our Inclusive Employers Gold accreditation in 2023.
We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.
You'll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards.
This recognises the progress we're making to embed our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.
Why wait?
Apply now We'd love to hear from you.
But don't wait around - we may close the advert early and we'd hate for you to miss out.
L eeds Building Society is devoted to creating a culture and workplace that is representative of the communities we serve.
If you'd like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter as we'd like to find out more about the skills and experience that you could bring to the Society.
We're committed to supporting you to be at your best and if you'd like to discuss any reasonable adjustments, please reach out to us on .#LI-Hybrid TPBN1_UKTJ
Customer Assurance Lead in Leeds employer: Leeds Building Society
Join a purpose-driven organisation that has been helping individuals achieve home ownership since 1875. As a Financial Operations Control Manager, you'll benefit from a supportive work culture that prioritises employee growth and inclusivity, alongside competitive perks such as hybrid working, an annual bonus, and generous holiday allowances. With a commitment to equal opportunities and a focus on community representation, this is an excellent place to build a meaningful career while making a real difference in people's lives.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Assurance Lead in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Leeds Building Society. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Leeds Building Society before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Assurance Lead in Leeds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Leeds Building Society:Your cover letter is your chance to shine! Tell us why you want to work at Leeds Building Society specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Leeds Building Society!
How to prepare for a job interview at Leeds Building Society
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
