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- Tasks: Lead and develop teams to deliver exceptional customer service and drive improvements.
- Company: Join YBS, a member-focused organisation that values people over profits.
- Benefits: Enjoy 25 days holiday, bonuses, pension contributions, and health benefits.
- Other info: Flexible working options and a commitment to inclusivity and personal growth.
- Why this job: Make a real impact by empowering teams and enhancing customer experiences.
- Qualifications: Experience in leadership and customer service, with a passion for team development.
The predicted salary is between 40000 - 50000 £ per year.
An exciting opportunity has arisen to join us as our next Customer Service Manager. We are looking for someone who is passionate about delivering excellent customer outcomes and supporting the colleagues who make this possible.
About the Role
As a Customer Service Manager, you will play a key role in leading our contact centre and technical administration teams. Acting as the link between Team Leaders and Senior Managers, you will provide clear guidance, build capability and create an environment where colleagues feel confident, supported and able to deliver great experiences for our members. You will use data and insight to drive improvements, support the delivery of change, and help shape a modern, connected and customer-focused operation.
What You Will Do
- Lead, coach and develop Team Leaders to build engaged, high-performing teams
- Foster a culture of empowerment, accountability and continuous improvement
- Drive consistent delivery of good customer outcomes across all channels
- Use data and insights to understand trends, risks and improve performance
- Support the implementation of new processes, systems and digital solutions
- Ensure activity aligns with regulatory requirements and quality expectations
- Build strong relationships with key partners across the business
- Communicate clearly to keep teams informed, aligned and motivated
About You
You will be an experienced leader with a passion for developing people and improving customer experience. You are confident working with data, understanding risk management, comfortable leading through change, and skilled at building trust and influence across teams. Experience in contact centre operations or regulated environments is desirable.
What You Will Bring
- Energy and enthusiasm for building strong, engaged teams
- A balanced approach to managing competing priorities
- Curiosity, resilience and a continuous improvement mindset
- A commitment to doing what is right for our members and colleagues
- Expertise in Savings and Mortgages would be beneficial.
About Us
At YBS we do not have shareholders, we have members. We care about people and that includes you. So here, you will be respected for who you are, you will be able to bring your whole self to work, and you will 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 is 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 are happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.
Development.
We want you to feel challenged here. Whatever your ambitions, we are committed to helping you develop your skills and move ahead in your career journey. From day one, we will set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.
Inclusivity.
We are passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you will go the extra mile to help our members, you will 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 will 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 are 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 is why we will 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 will 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 will have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.
Ready to apply? Great with people? Then we think it would be great to meet you. Apply now.
Customer Service Manager in Bradford employer: Yorkshire Building Society
Contact Detail:
Yorkshire Building Society Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Bradford
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or through mutual connections. Ask them about their experiences and any tips they might have for landing the Customer Service Manager role.
✨Tip Number 2
Prepare for the interview by researching common questions for leadership roles in customer service. Think about how your past experiences align with the job description and be ready to share specific examples.
✨Tip Number 3
Show your passion for customer service during the interview. Share stories that highlight your commitment to delivering excellent outcomes and how you've supported your teams in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at YBS.
We think you need these skills to ace Customer Service Manager in Bradford
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer service shine through. We want to see how passionate you are about delivering excellent outcomes and supporting your team.
Be Data-Driven: Since the role involves using data to drive improvements, make sure to highlight any experience you have with data analysis. We love seeing candidates who can back up their claims with insights and examples.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific skills and experiences that match the Customer Service Manager role. We appreciate when candidates take this extra step.
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, it shows you’re keen on joining our team!
How to prepare for a job interview at Yorkshire Building Society
✨Know Your Customer Service Stuff
Make sure you brush up on the latest trends in customer service and be ready to discuss how you've improved customer outcomes in your previous roles. Think about specific examples where you've led teams or implemented changes that made a real difference.
✨Show Your Leadership Skills
Prepare to talk about your experience in leading and developing teams. Highlight instances where you've fostered a culture of empowerment and accountability, and be ready to share how you’ve motivated your team to achieve great results.
✨Data is Your Best Friend
Since this role involves using data to drive improvements, come prepared with examples of how you've used data insights to identify trends and improve performance. Be ready to discuss any tools or systems you've worked with that helped you in this area.
✨Be Ready for Change
This position requires someone comfortable leading through change. Think of times when you've successfully managed transitions or implemented new processes. Show them you're adaptable and can guide your team through challenges with confidence.