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- Tasks: Deliver personalised customer service and create joyful experiences for our members.
- Company: Join a welcoming and inclusive team at YBS, focused on real help for real lives.
- Benefits: Enjoy 25 days holiday, health benefits, and a bonus scheme up to 15%.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Strong communication skills, resilience, and a passion for customer engagement.
- Other info: Flexible working options and 31 hours of paid leave for volunteering opportunities.
The predicted salary is between 25000 - 32000 ÂŁ per year.
A career in Customer Services with us can take you anywhere, and we’re committed to helping your career happen. Working in our Customer Services team, you’ll find a welcoming and inclusive environment where you can be proud of the contributions you make. You will be at the forefront of delivering “Real Help with Real Lives” and creating joyful experiences for each of our members. Alongside this, we want you to feel challenged. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey.
About the role
As a Customer Services Representative your role is to deliver a personalised customer service journey for our new and existing savings and mortgage customers across multiple channels. Manage customer needs through telephony, admin and our online channels such as web chat, secure messaging and social media. You’ll explore opportunities to promote our digital channels with our members. Handle calls within service levels, taking ownership of delivering an efficient and compliant service in line with policy and regulation. Use your initiative to provide good customer outcomes on each interaction and resolve issues at first point of contact where possible.
About You
To succeed in this role, you will need to demonstrate strong communication skills, resilience, and the ability to adapt in a fast-paced environment. Excellent listening and interpersonal skills. A passion for wanting to engage with customers, seeking solutions by exploring and questioning to achieve the right outcome for the customer. Great attention to detail and be adaptable to change. The ability to use a range of digital and IT tools, including Microsoft, to efficiently manage tasks and enhance productivity. The capability to show strong empathy to understand the different needs of our customers.
To give you the best possible start you’ll have a tailor‑made onboarding journey from the day you start with us, with colleagues on hand to support you with training and development in the role.
Flexibility
We offer a range of flexible working options where possible, which can help you find a healthy work‑life balance. We’re happy to talk flexible working and you can reach out to us anytime to discuss this during the recruitment process.
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.
Giving Back
You’ll have 31 hours of paid leave each year to get involved with purposeful and skills‑based projects or volunteering.
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. We are on an exciting journey together with a desire to deliver the highest level of support in our end‑to‑end customer journey and would love you to be a part of it. In Customer Service we do offer some flexibility to work from home depending on the team you are working in and business needs. We are currently running pilots for home working and would love for you to join and become a part of shaping the future of our workforce.
Our Benefits
- 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 to 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.
Customer Service Representative 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 Representative
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on us. Understand our values and what we stand for. This will help you connect with the interviewers and show that you're genuinely interested in being part of our team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling real-life situations during the interview and demonstrate your problem-solving skills.
✨Tip Number 3
Show off your personality! We love candidates who can bring their whole selves to work. Be authentic in your responses and let your passion for helping customers shine through. Remember, we’re looking for someone who fits into our inclusive culture.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Service Representative
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Customer Service Representative role. We want to see your passion for engaging with customers and your ability to adapt in a fast-paced environment!
Showcase Your Communication Skills: Since strong communication is key in this role, use your application to demonstrate your listening and interpersonal skills. Share examples of how you've successfully resolved customer issues or created joyful experiences in the past.
Be Authentic: We value inclusivity and authenticity, so don’t be afraid to let your personality shine through in your application. Share what makes you unique and how you can contribute to our welcoming environment.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and ensure it gets the attention it deserves. Plus, it’s super easy to do!
How to prepare for a job interview at Yorkshire Building Society Group
✨Know the Company Inside Out
Before your interview, take some time to research the company’s values, mission, and recent news. Understanding their commitment to customer service and inclusivity will help you align your answers with what they’re looking for.
✨Showcase Your Communication Skills
As a Customer Service Representative, strong communication is key. Prepare examples of how you've effectively communicated with customers in the past, especially in challenging situations. This will demonstrate your ability to engage and resolve issues.
✨Demonstrate Empathy and Problem-Solving
Think of specific instances where you’ve shown empathy towards customers and successfully resolved their issues. Highlighting your ability to understand different needs and provide tailored solutions will resonate well with the interviewers.
✨Be Ready for Digital Tools Questions
Since the role involves using various digital channels, brush up on your knowledge of tools like Microsoft Office and any other relevant software. Be prepared to discuss how you’ve used technology to enhance productivity in previous roles.