Customer Relations Manager

As a Customer Relations Manager you will lead and embed robust policy and risk practices across the Customer Relations function, ensuring regulatory compliance, operational excellence, and a culture of continuous improvement. This role owns the complaints policy and associated MI, drives governance activity, and partners with business units to enhance customer outcomes.

Key Responsibilities

• Policy Ownership & Governance: Own and maintain the YBS Customer Relations Policies, including, Complaints and Unacceptable Customer Behaviour Policy, ensuring it remains current, compliant, and aligned with organisational and regulatory changes.
• Policy Ownership & Governance: Lead the sign-off process for YBS mandatory complaints learning, ensuring all content is accurate, relevant, and effectively delivered to colleagues.
• Policy Ownership & Governance: Ensure policy adherence across all three lines of defence, including oversight of T&C schemes and quality assurance processes.
• Policy Ownership & Governance: Lead external responses to consultations relating to Customer Relations Policy and use external insight to drive improvements across YBS relating to improvements in complaint handling.

• Risk & Committee Engagement: Represent Customer Relations in relevant risk and governance forums, providing updates and insights as required by committee mandates.
• Risk & Committee Engagement: Monitor and report on conduct risk appetite metrics, escalating issues and non-compliance to the Enterprise Risk Management team.

• Complaints MI Ownership: Own and continuously improve Complaints MI, ensuring it provides actionable insights to drive performance, compliance, and customer satisfaction.
• Complaints MI Ownership: Use MI to inform targeted improvements and support a culture of learning and accountability across the function.

• Business Partnering: Lead the team who act as a strategic partners to internal stakeholders, supporting initiatives that improve complaint handling, customer experience, and operational efficiency.
• Business Partnering: Collaborate with cross-functional teams to embed policy and risk considerations into business change and service delivery.

• Leadership Development: Champion continuous professional development for Customer Relations leaders, identifying learning needs and facilitating access to relevant training and coaching.
• Leadership Development: Promote a high-performance culture through mentoring, feedback, and capability building.

Skills & Experience

• Proven experience in complaints management, policy ownership, and risk governance.
• Strong understanding of regulatory frameworks and conduct risk.
• Excellent stakeholder engagement and influencing skills.
• Analytical mindset with experience in MI reporting and interpretation.
• Commitment to leadership development and team growth.

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.