At a Glance
- Tasks: Lead a team to resolve complaints and drive improvements for our members.
- Company: Join Skipton, a mutual organisation focused on fairness and member satisfaction.
- Benefits: Enjoy competitive salary, annual leave, flexible working, and lifestyle perks.
- Other info: Collaborative and inclusive culture with excellent career growth opportunities.
- Why this job: Make a real impact by improving customer experiences and leading a passionate team.
- Qualifications: Experience in people leadership within regulated financial services or customer-facing roles.
The predicted salary is between 39300 - 39300 £ per year.
Hours: 35 hours per week, Monday to Friday, with a minimum of 3 days per week to be worked in Head Office.
Salary: £39,300 Per Annum
Complaints are where we get the chance to put things right, learn fast and make the experience better for our members. As Complaints Team Leader, you’ll lead a team that resolves issues fairly, spots themes and helps turn insight into practical change. We’re looking for a people leader from a regulated environment, ideally within financial services who can bring structure, curiosity and pace. You don’t need direct complaints experience, but you’ll understand regulated customer environments and know how to lead others to deliver fair outcomes, high standards and continuous improvement. You’ll have the opportunity to help shape how complaints insight drives improvements across both our Homes and Money businesses.
At Skipton, we're founded on fairness. We exist to do right by our members - and we believe that starts with doing right by our people. So whoever you are and whatever you bring, there's a place for you here and a genuine plan for where you go next.
What You’ll Do
Your key responsibilities will include:
- Lead the team to resolve complaints fairly, accurately and on time, keeping good member outcomes at the centre.
- Use root cause analysis to identify themes, reduce repeat complaints and recommend practical improvements.
- Make sure the team works within relevant FCA requirements, including Consumer Duty and Vulnerable Customer guidance.
- Coach, develop and resource the team so service levels, quality standards and colleague growth stay on track.
- Build strong relationships across Homes and Money, sharing insight and influencing better ways of working.
- Prepare accurate and timely mortgage complaints return data, supporting governance, audit and FOS-related activity.
- Support the Senior Manager with the people plan, complaints roadmap and appropriate compensation decisions.
What You’ll Need
- Proven people leadership experience in a regulated financial services or customer-facing environment.
- Experience supporting complaints, complex customer issues or teams that deliver fair customer outcomes.
- A good understanding of regulatory standards, risk and quality expectations, including Consumer Duty and vulnerable customer considerations.
- The ability to coach, motivate and develop colleagues, manage performance, and plan resources effectively.
- Strong communication and influencing skills, with the confidence to work with senior stakeholders constructively.
- A curious, improvement-focused approach, using insight and data to drive change and improve member outcomes.
- Clear judgement and prioritisation skills, with the ability to make sound decisions in a busy environment.
What’s In It For You
Your work matters. And the way we reward you matters, too. At Skipton, we offer pay and benefits that really do make life better, together with a genuine thank you for making a difference.
- Annual discretionary bonus scheme
- 25 days standard annual leave + bank holidays + rising 1 day per year of service to a max of 30 days
- Matching employer pension contribution (up to 10% per annum)
- Colleague Mortgages and access to Skipton products and services at discounted rates
- Flexible working to help balance your commitments
- Private medical insurance, health and wellbeing app, volunteering opportunities, cycle-to-work scheme, discounted gym memberships
- Lifestyle perks such as a Home and Tech voucher, which can be used at John Lewis, Currys, and IKEA
We’re here to make life better for our members.
About Skipton
Our story began in 1853 in Skipton, North Yorkshire. Today, you’ll find us across England and Scotland, from Aberdeen to Plymouth. We help over a million members put down roots, save for what matters, and feel good about their money. As a mutual, they own us, so everything we do is for them. You'll feel that same fairness and purpose in how all 2,500 of our colleagues work together, too. It all means that life at Skipton is more exciting than you imagine.
What it's like to work here
Life at Skipton: We talk and we listen to each other. And we make decisions as a team. That way, you get all the support you need to do work that works for everyone. At Skipton we value work life balance and are proud to support hybrid and flexible working. This opportunity is for 35 hours per week, Monday to Friday and you’ll spend a minimum of 3 days a week collaborating with colleagues at our Head Office in Skipton.
We also value what everyone brings to Skipton. And we create a fair place where you can be yourself. Our colleague networks play a big role in this. They connect people with similar life experiences and make our workplace warm, friendly, inclusive and welcoming.
Customer Relations Team Leader employer: Skipton Building Society
Skipton Building Society is an excellent employer, offering a vibrant working environment in the heart of Skipton where collaboration and innovation thrive. With a strong focus on work/life balance through hybrid working opportunities, employees benefit from a range of perks including a discretionary bonus scheme, annual leave, and private medical insurance, all while being part of a team that values technical leadership and personal growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Skipton 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 Skipton 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 Relations Team Leader
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 Skipton Building Society:Your cover letter is your chance to shine! Tell us why you want to work at Skipton 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 Skipton Building Society!
How to prepare for a job interview at Skipton 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.
