At a Glance
- Tasks: Lead service delivery and enhance customer experience in a dynamic contact centre.
- Company: Join Leeds Building Society, a purpose-driven organisation focused on home ownership.
- Benefits: Enjoy hybrid working, generous holiday, and an annual bonus of up to 15%.
- Other info: Be part of an inclusive culture with excellent career development opportunities.
- Why this job: Make a real impact by transforming service quality and supporting community goals.
- Qualifications: Strong leadership, analytical skills, and experience in regulated environments preferred.
The predicted salary is between 50000 - 60000 € per year.
How you'll help us live our purpose: 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 Operations Leadership team as a Service Delivery Lead in the Cobalt Contact Centre, and we'll support you to give our members the great service we pride ourselves on, whatever they're saving for.
How you'll make a difference: You’ll lead service delivery for Customer Operations teams, ensuring consistent performance, rapid and transparent incident response, and meaningful operational insights that guide smarter decision‑making. By collaborating across multi‑functional teams, leveraging data effectively, and championing continuous improvement, you’ll enhance service stability, reduce recurring issues, and deliver better outcomes for customers. You’ll also ensure that new and updated services transition seamlessly with well‑managed risks and clear, timely, and aligned communications.
What will you bring to the role?
- Strong visible people leader who role models, cares, connects and coaches to drive performance, change, positive engagement and deliver against challenging objectives.
- A highly skilled stakeholder and influencer who collaborates effectively across multi‑functional operational teams, shaping direction, uniting them around shared performance and customer outcomes, and provides clear guidance to senior leaders.
- Advanced analytical, commercial and systems‑thinking skills, translating complex data, processes, and operational environments into clear insight, strategic recommendations, and measurable improvement.
- Sound judgment and ability to operate under pressure, able to navigate ambiguity, make decisions at pace, and steer live operations through challenging or fast‑moving scenarios.
- Strong attention to detail, governance awareness, and proactive, transparent communication at all levels.
- A strategic, customer‑centric mindset, focused on transforming service quality, reducing avoidable demand, enhancing operational efficiency, and delivering sustained improvements in customer experience.
- Experience operating within regulated environments is highly advantageous.
And in return, you'll get the best from us:
- An annual colleague bonus of up to 15%
- Hybrid working with 60% of your time at home
- Matched pension contributions of up to 10%
- 30 days holiday, plus bank holidays
- 2 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. Leeds 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 careers@leedsbuildingsociety.co.uk.
Customer Operations Service Delivery Lead in Newcastle upon Tyne employer: Leeds Building Society
Leeds Building Society is an exceptional employer that prioritises its people and fosters a purpose-driven culture, making it an ideal place for those looking to make a meaningful impact in the community. With benefits such as hybrid working, generous holiday allowances, and a commitment to employee development, you will thrive in an inclusive environment that champions collaboration and continuous improvement. Join us in Leeds, where your leadership will not only enhance service delivery but also contribute to our mission of making home ownership accessible for all.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Operations Service Delivery Lead in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to current employees at Leeds Building Society on LinkedIn or through mutual connections. A friendly chat can give you insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by understanding their purpose and values. Show how your experience aligns with their mission of making home ownership accessible. We want to see that passion in action!
✨Tip Number 3
Practice your STAR technique for answering behavioural questions. Structure your responses around Situation, Task, Action, and Result to clearly demonstrate your skills and achievements.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the team at Leeds Building Society.
We think you need these skills to ace Customer Operations Service Delivery Lead in Newcastle upon Tyne
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for helping others shine through. We want to see how much you care about making a difference in people's lives, especially when it comes to home ownership.
Be Specific:Use concrete examples from your past experiences to demonstrate your skills and achievements. Whether it's leading a team or improving service delivery, we love to see how you've made an impact in previous roles.
Tailor Your Application:Make sure to customise your application to align with the job description. Highlight your experience in customer operations and any relevant analytical skills that show you can handle the challenges of the role.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves, and we can't wait to hear from you!
How to prepare for a job interview at Leeds Building Society
✨Know Your Purpose
Before the interview, take some time to understand the core purpose of the company. Leeds Building Society is all about helping people achieve home ownership. Reflect on how your values align with this mission and be ready to share your thoughts on how you can contribute to this goal.
✨Showcase Your Leadership Skills
As a Service Delivery Lead, you'll need to demonstrate strong leadership qualities. Prepare examples from your past experiences where you've successfully led teams, managed change, or improved service delivery. Highlight your ability to connect with people and drive performance.
✨Be Data-Savvy
This role requires advanced analytical skills, so brush up on your data interpretation abilities. Be prepared to discuss how you've used data to make strategic decisions in previous roles. Think of specific instances where your insights led to measurable improvements.
✨Prepare for Scenario Questions
Expect questions that assess your ability to operate under pressure and navigate ambiguity. Think of challenging situations you've faced in the past and how you handled them. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
