Complaints Team Leader - Customer Relations

Our Complaints Team Leader, within the Customer Relations Department at YBS, is a role where you’ll make a positive impact through creating a high performing team making a real difference to our customers through their chosen channel of choice.

About the role

As a Customer RelationsTeam Leader, you’ll be leading and inspiring achieving great customer outcomes through the effective handling of customer complaints ensuring we are compliant with treating all of our customers fairly based on their individual circumstances. You will also be responsible for oversight of support offered to YBS customers who may find themselves in a vulnerable position.

You’ll be coaching and developing talent to drive performance and empower colleagues to exceed customer expectations. You will be present and involved in the delivery of your teams work, and ensure that colleagues feel engaged and are delivering against KPI’s whilst providing members a properly personalized experience.

In addition, you will 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 and make it happen

As the Society delivers the largest transformation it’s ever seen across customer service, a key element of the role will be to lead your teams compassionately and effectively through large scale cultural changes and process transformation.

This role will reward you with variety of opportunities working across all functions of our Specialist Servicing Team providing you with an abundance of transferable skills to build a career in YBS.

About you

You’ll be experienced in working in a fast-paced regulated environment and have a broad knowledge of leading and developing customer focused colleagues to deliver great customer outcomes. Key skills to be successful in this role are:

• Experience of leading through change in an agile fast passed environment
• Minimum 12 months experience as a people Leader
• Proven experience of identifying and delivering continuous improvements
• A balanced and measured approach to managing conflicting priorities
• Considerable knowledge of end to end the end to end complaints journey inclusive of the Financial Services Ombudsman
• 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.

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. We work together to reach for better at YBS, so when we reach our goals we’re all rewarded, with up to a 10% annual bonus.
• 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,

Ready to apply?

If you’re excited about this role and want to be part of the YBS team, click apply now to send us your application.

Want more information?

If you have any questions about this role, please contact Holly Gallagher on recruitment@ybs.co.uk