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For Companies At a Glance
- Tasks: Lead a dynamic team to enhance customer service and drive quality improvements.
- Company: Join YBS, a member-focused organisation that values inclusivity and personal growth.
- Benefits: Enjoy 25 days holiday, bonuses, pension contributions, and health benefits.
- Why this job: Make a real impact on customer experiences while developing your career in a supportive environment.
- Qualifications: Experience in customer relations and strong analytical skills are essential.
- Other info: Flexible working options available to help you balance work and life.
The predicted salary is between 36000 - 60000 £ per year.
We’re on the lookout for a dynamic and experienced Customer Relations Manager to lead our Quality and MI functions within Customer Relations. This role is pivotal in driving improvements in service delivery, managing root cause analysis, and leading a high-performing team focused on quality assurance and data insights.
Key Responsibilities
- Lead the Quality Team within Customer Relations, ensuring consistent standards and continuous improvement across all customer touchpoints. The team is responsible for all department training and onboarding.
- Manage the Management Information (MI) and Root Cause Team, overseeing reporting, trend analysis, and insight generation to inform strategic decisions.
- Champion a data-driven approach to identifying service gaps and implementing corrective actions.
- Collaborate with internal stakeholders to ensure Customer Relations activities align with broader business goals and compliance requirements.
- Drive automation and efficiency initiatives across Customer Relations operations, through strong relations with third-party suppliers, acting as the business SME for change activity.
- Lead the creation and governance of operational processes and procedures.
- Foster a culture of transparency, fairness, and accountability, ensuring a focus on brilliant outcomes for our customers.
What We’re Looking For
- Proven experience in customer relations, quality assurance, or operational leadership within financial services or a similar sector.
- Strong analytical skills with the ability to interpret MI and root cause data to drive improvements.
- Excellent leadership and stakeholder engagement capabilities.
- A proactive mindset with a passion for delivering exceptional customer outcomes.
Please Note This is a Hybrid role with the expectation that you will work from our Head office in Bradford at least 3 times a week.
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 were 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.
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Customer Relations Manager - 12 Month Fixed Term Contract 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 Relations Manager - 12 Month Fixed Term Contract
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching YBS and its values. Show us how your experience aligns with our mission to deliver exceptional customer outcomes. We love candidates who are genuinely interested!
✨Tip Number 3
Practice your answers to common interview questions, especially around leadership and data-driven decision-making. We want to see how you handle challenges and drive improvements in customer relations.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you top of mind and show us that you’re really keen on the role. Plus, it’s a nice touch!
We think you need these skills to ace Customer Relations Manager - 12 Month Fixed Term Contract
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer relations and quality assurance. We want to see how your skills align with the role, so don’t hold back on showcasing your achievements!
Show Off Your Analytical Skills: Since this role involves a lot of data interpretation, be sure to mention any relevant analytical experience you have. We love candidates who can demonstrate their ability to drive improvements through data insights.
Highlight Leadership Experience: As a Customer Relations Manager, you'll be leading a team, so it’s crucial to showcase your leadership capabilities. Share examples of how you've successfully managed teams or projects in the past to give us a sense of your style.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Yorkshire Building Society Group
✨Know Your Numbers
As a Customer Relations Manager, you'll need to demonstrate your analytical skills. Brush up on key metrics related to customer satisfaction and quality assurance. Be ready to discuss how you've used data to drive improvements in previous roles.
✨Showcase Leadership Experience
This role requires strong leadership capabilities. Prepare examples of how you've led teams to success, particularly in quality assurance or operational settings. Highlight any training or onboarding initiatives you've spearheaded.
✨Understand the Company Culture
YBS values inclusivity and a member-focused approach. Familiarise yourself with their mission and values, and think about how your personal values align. Be prepared to discuss how you can contribute to fostering a positive culture.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills, especially around root cause analysis and service gaps. Think of specific scenarios where you've identified issues and implemented corrective actions, and be ready to share those stories.
