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- Tasks: Lead a dynamic team to deliver exceptional customer service and create joyful experiences.
- Company: Join YBS, a member-focused organisation that values people over profits.
- Benefits: Enjoy 25 days holiday, bonuses, pension contributions, and health benefits.
- Why this job: Make a real difference while developing your leadership skills in a supportive environment.
- Qualifications: Experience in customer service leadership and a passion for developing others.
- Other info: Flexible working options available to help balance work, studies, and hobbies.
The predicted salary is between 36000 - 60000 £ per year.
Our Customer Services Team Leader position is a role where you make a positive impact, create high performing teams and make a real difference to colleagues and customers.
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.
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 in Bradford employer: Yorkshire Building Society (YBS)
Contact Detail:
Yorkshire Building Society (YBS) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Leader in Bradford
✨Tip Number 1
Get to know the company culture before your interview. Check out YBS's values and mission, and think about how your experience aligns with them. This will help you show that you're not just a fit for the role, but for the team too!
✨Tip Number 2
Practice your responses to common interview questions, especially those related to customer service and team leadership. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Tip Number 3
Don’t forget to prepare some thoughtful questions to ask at the end of your interview. This shows your interest in the role and helps you gauge if YBS is the right place for you. Think about asking about team dynamics or opportunities for development.
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a great way to express your appreciation for the opportunity and reiterate your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision!
We think you need these skills to ace Customer Service Team Leader 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 positive impact in previous roles, especially in service delivery and change management.
Be Authentic: Don’t be afraid to let your personality shine through in your application. At YBS, we care about who you are as a person, so being authentic will help us see if you’re a good fit for our inclusive environment.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, plus you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Yorkshire Building Society (YBS)
✨Know Your Stuff
Before the interview, make sure you understand the ins and outs of customer service, especially in telephony and digital channels. Brush up on your knowledge about complaints handling and vulnerable customer treatment, as these are key areas for the role.
✨Showcase Your Leadership Skills
Be ready to share specific examples of how you've led teams in the past. Highlight your experience in coaching and developing talent, and how you've empowered colleagues to deliver exceptional customer experiences. This will demonstrate your fit for the Customer Services Team Leader position.
✨Emphasise Continuous Improvement
Prepare to discuss how you've identified and implemented efficiencies in previous roles. Think of concrete examples where you've driven performance improvements or enhanced service delivery. This shows that you have a passion for reaching for better, which is crucial for this role.
✨Engage with the Company Culture
Familiarise yourself with YBS's values around inclusivity and flexibility. During the interview, express your enthusiasm for being part of a team that prioritises member care and personal development. This will help you connect with the interviewers and show that you align with their culture.
