At a Glance
- Tasks: Lead customer treatment initiatives and ensure positive outcomes for our members.
- Company: Yorkshire Building Society, a member-focused organisation prioritising customer care.
- Benefits: 25 days holiday, bonus opportunities, pension contributions, and health benefits.
- Other info: Flexible working options and a commitment to inclusivity and personal development.
- Why this job: Make a real difference in customer experiences while developing your career.
- Qualifications: Experience in customer treatment and strong analytical skills required.
The predicted salary is between 45000 - 55000 £ per year.
At Yorkshire Building Society, we’re committed to putting our members at the heart of everything we do. Customer treatment including Consumer Duty, vulnerable customers and remediation is central to delivering good outcomes and building trust. We’re looking for a Customer Treatment Lead to drive the delivery and embedding of our approach across the organisation. This is a hands-on, delivery-focused role where you’ll combine expertise, coordination and insight to ensure we meet regulatory expectations and consistently do the right thing for our customers.
About the role
- You’ll act as a subject matter expert, making sure issues don’t just get identified but are progressed to resolution, with improvements embedded to deliver better customer outcomes.
- Lead the delivery of Customer Treatment activity, embedding Consumer Duty, vulnerable customer treatment and remediation.
- Ensure actions are progressed through to completion, delivering measurable improvements in customer outcomes.
- Provide clear, practical guidance to support consistent application of Customer Treatment frameworks.
- Use MI, customer insight and assurance findings to identify risks, issues and areas of potential harm.
- Own and progress remediation activity, ensuring fair and timely outcomes for customers.
- Translate insight and root cause analysis into clear, actionable improvements.
- Embed improvements in customer journeys to prevent reoccurrence of issues.
- Drive pace and accountability across stakeholders, providing appropriate challenge.
- Escalate risks and concerns to support effective governance and decision-making.
About you
We’re more interested in your mindset, approach and delivery experience than ticking every box. You’ll be able to demonstrate how you’ve driven activity, delivered outcomes and improved customer treatment in practice.
You’ll bring:
- Strong understanding of Consumer Duty and customer treatment in practice.
- Experience leading or coordinating remediation activity through to completion.
- Ability to analyse customer data and identify risks, issues and potential harm.
- Experience translating root cause analysis into clear actions and improvements.
- Strong organisational skills, with the ability to manage multiple workstreams.
- Confidence to challenge, drive progress and escalate where needed.
And ideally:
- Experience working with vulnerable customer frameworks.
- Exposure to conduct risk or assurance activity.
- Experience embedding change or driving improvement across customer journeys.
- People leadership experience.
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
- 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 Treatment Lead in Ledston employer: Yorkshire Building Society
Yorkshire Building Society is an excellent employer that fosters a collaborative and innovative work culture, allowing Automation Engineers to thrive in a hybrid environment between home and their vibrant Leeds office. With a strong focus on employee growth, the society offers extensive benefits such as 25 days of holiday, a rewarding bonus scheme, and a robust pension contribution, making it an attractive place for those seeking meaningful and fulfilling careers in technology.
Contact Details:
Yorkshire Building Society Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Treatment Lead in Ledston
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Yorkshire Building Society. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Yorkshire Building Society before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Treatment Lead in Ledston
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Yorkshire Building Society:Your cover letter is your chance to shine! Tell us why you want to work at Yorkshire Building Society specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Yorkshire Building Society!
How to prepare for a job interview at Yorkshire Building Society
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
