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For Companies At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service across various channels.
- Company: Join YBS, a member-focused organisation that values people over profits.
- Benefits: Enjoy 25 days holiday, health perks, and a bonus scheme up to 15%.
- Why this job: Make a real impact by empowering your team and enhancing customer experiences.
- Qualifications: Experience in customer service leadership and a passion for developing others.
- Other info: Flexible working options and a commitment to inclusivity and personal growth.
The predicted salary is between 36000 - 60000 £ per year.
About the role
As Customer Services Team Leader, you’ll be leading and inspiring your team to prioritise and consistently deliver good customer outcomes across our Telephony, Digital and Administration channels, including complaints and vulnerable customer treatment. You’ll be confident developing talent to drive performance and empower colleagues to exceed customer expectations by delivering joyful experiences. You will be present and involved in the delivery of your team's work and ensure that colleagues feel engaged and are delivering good customer outcomes whilst providing members a properly personalised experience. You’ll be an expert coach to support your team to provide an empathetic service whilst focusing on increasing their digital literacy to enable customers to acquire the skills to self-serve and reduce failure demand. In addition, you’ll be looking at opportunities to service customers end to end at the first contact by identifying and delivering efficiencies. It’s imperative that you have a real passion to reach for better. This role will reward you with variety as you will get the opportunity to work over different functions across our Customer Services function, providing you with an abundance of transferable skills to grow and build a career in YBS.
About you
You’ll be experienced in leading and developing customer focused colleagues who deliver good customer outcomes. This experience could be from a coaching/developing or leadership role and should be coupled with:
- Experience of service delivery and leading through change
- Proven experience of identifying and delivering continuous improvements
- A balanced and measured approach to managing conflicting priorities
- A good knowledge of Savings and Mortgage telephony, digital inbound servicing, complaints, vulnerable customer treatment
- A genuine passion for developing others and yourself
About us
At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.
Flexibility.
We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime to discuss this during the recruitment process.
Development.
We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity.
We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.
About our Benefits
We offer lots of fantastic rewards that you can make the most of in and out of work, including:
- Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.
- Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals we’re all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).
- Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.
- Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.
- My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.
Ready to apply?
If you’re excited about this role and want to be part of the YBS team, click apply now to send us your application.
Customer Service Team Leader- 12 Month FTC in Bradford employer: Yorkshire Building Society Group
Contact Detail:
Yorkshire Building Society Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader- 12 Month FTC in Bradford
✨Tip Number 1
Get to know the company culture! Before your interview, spend some time on YBS's website and social media. This will help you understand their values and how they treat their members, which is key for a role focused on customer service.
✨Tip Number 2
Practice your coaching skills! Since this role involves leading and developing your team, think of examples from your past where you've successfully coached someone. Be ready to share these stories during your interview to show how you can inspire others.
✨Tip Number 3
Show your passion for customer service! Prepare to discuss how you've gone above and beyond for customers in previous roles. Highlighting your commitment to delivering joyful experiences will resonate well with the interviewers.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions ready about the team dynamics or opportunities for development. This shows you're genuinely interested in the role and eager to contribute to YBS.
We think you need these skills to ace Customer Service Team Leader- 12 Month FTC in Bradford
Some tips for your application 🫡
Show Your Passion: Make sure to express your genuine passion for customer service and developing others in your application. We want to see how you can inspire and lead a team to deliver those joyful experiences we value so much.
Tailor Your Experience: When detailing your experience, focus on specific examples that highlight your leadership skills and ability to drive performance. We love seeing how you've made a difference in previous roles, especially in service delivery and continuous improvement.
Be Personable: Don’t be afraid to let your personality shine through! We’re all about inclusivity and bringing your whole self to work, so share a bit about who you are and what makes you unique in your application.
Apply Through Our Website: Remember to apply through our website for the best chance of success! It’s the easiest way for us to get your application and for you to stay updated on your progress. We can’t wait to hear from you!
How to prepare for a job interview at Yorkshire Building Society Group
✨Know Your Stuff
Before the interview, make sure you’re well-versed in customer service principles and the specific challenges faced in telephony and digital channels. Brush up on your knowledge of complaints handling and vulnerable customer treatment, as these are key areas for the role.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in leading and developing teams. Think of specific examples where you’ve inspired colleagues or improved performance. Highlight your coaching techniques and how you empower others to exceed customer expectations.
✨Demonstrate Your Passion for Improvement
The role requires a focus on continuous improvement. Come ready with examples of how you’ve identified inefficiencies in previous roles and implemented changes that led to better customer outcomes. This will show your proactive approach and commitment to excellence.
✨Engage with the Company Culture
YBS values inclusivity and flexibility, so be sure to express your alignment with these values. Share how you’ve contributed to a positive team environment in the past and your thoughts on fostering an inclusive workplace. This will resonate well with the interviewers.
