At a Glance
- Tasks: Optimise customer operations and streamline processes for better service delivery.
- Company: Join a purpose-driven organisation focused on making home ownership accessible.
- Benefits: Hybrid working, annual bonuses, generous holiday, and volunteering days.
- Other info: Inclusive culture with excellent career growth opportunities.
- Why this job: Make a real impact in helping people achieve their dream of home ownership.
- Qualifications: Strong leadership in customer service and a passion for continuous improvement.
The predicted salary is between 29250 - 35750 £ per year.
We've been helping our members save for their future and buy their own home since 1875.
Join us and 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 you can play your part too – join our Customer division as a Customer Operations Support Manager.
How you'll make a difference
We're looking for a Customer Operations Support Manager to help optimise how work flows through Customer Operations, ensuring we meet service level agreements while making processes simpler and more effective.
You'll understand tasks across the function, identify opportunities to streamline activity and develop a skills matrix to support better workforce planning.
Working with Capacity Planning and Team Leaders, you'll help build flexibility through multi-skilling, ensuring colleagues can work where they add the most value.
What will you bring to the role?
- Strong operational leadership in a contact centre or customer service setting
- Analytically minded, with the ability to interpret information, identify opportunities and improve customer outcomes
- Strong stakeholder influencing skills, with the ability to build trust, bring people on the journey and support effective change
- A curious mindset with a passion continuous improvement
- Confident managing SLAs, incidents and service performance
- Ideally skilled in business continuity, risk awareness and operational resilience
And in return, you'll get the best from us
- Hybrid working – 2 days per week in the office
- Annual bonus of up to 12%
- Matched pension contributions up to 10%
- 26 days holiday, plus bank holidays and holiday purchase scheme
- Colleague Mortgage and Saver products
- 2 days' volunteering per year
Why choose us?
Our business is centred around our people.
Our colleagues are at the heart of everything we do, as shown by our Inclusive Employers Gold accreditation in 2023 and 2025.
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 2023Business Culture Awards.
This recognises how we've embedded our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.
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.
We're 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 so we can find out more about your skills and experience.
We're committed to supporting you to be at your best - to discuss any reasonable adjustments we could make, please contact us on careers@leedsbuildingsociety. co. uk.
#J-18808-Ljbffr
Customer Operations Support Manager 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 Operations Support Manager 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 Operations Support Manager 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.
