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Customer Service Team Leader

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Yorkshire Building Society

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Location:
United Kingdom , Bradford

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

32000.00 GBP / Year
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Job Description:

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.

Job Responsibility:

  • 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
  • Developing talent to drive performance and empower colleagues to exceed customer expectations by delivering joyful experiences
  • Being present and involved in the delivery of your teams work and ensure that colleagues feel engaged and are delivering good customer outcomes whilst providing members a properly personalised experience
  • Being an expert coach to support your team to provide an empathetic service whilst focusing on increasing their digital literacy to enable customers to self-serve and reduce failure demand
  • Looking at opportunities to service customers end to end at the first contact by identifying and delivering efficiencies

Requirements:

  • 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
What we offer:
  • Pension scheme (where you can get up to 11% from us)
  • On target bonus of 7% (with the opportunity to earn up to a maximum 15%)
  • Access to brilliant health benefits
  • Life assurance at 6 times your salary
  • 25 days’ holiday (and the option to buy more)
  • Cycle to work or an interest-free loan for an annual ticket
  • Wellbeing resources and tools
  • Retail and Leisure discounts

Additional Information:

Job Posted:
January 20, 2026

Employment Type:
Fulltime
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