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Customer Service Team Leader
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.
About the role
As Customer Services Team Leader, you'll be leading and inspiring your team to prioritize 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 personalized 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 self-serve and reduce failure demand. In addition, you'll look for 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 Retail Customer Services, providing you with 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 coaching, developing, or leadership roles and should include:
* 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, including you. Here, you'll be respected for who you are, able to bring your whole self to work, and have everything you need to build a long and rewarding career.
Flexibility. We offer flexible working options without unsocial hours to help you find a healthy work-life balance. Whether it's finishing early for an appointment or fitting your hobbies around work, we can help make it work for you. We're happy to discuss flexible working during the recruitment process.
Development. We want you to feel challenged. From day one, we'll set you up for success with a thorough induction and full training plan to get you up to speed quickly.
Inclusivity. We're passionate about creating an inclusive environment where everyone is valued 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 many rewards, including:
* Holiday. 25 days plus Bank Holidays, with an option to buy up to 5 more days.
* Bonus. An on-target bonus of 7% of eligible pay, with potential to earn up to 15%.
* Pension. Up to 11% employer contribution into your pension.
* Healthcare. Access to private medical insurance, dental, and healthcare plans.
* My Benefits. Access to our benefits portal with retail, hospitality, and health discounts.
Ready to apply?
If you're interested in this role, click apply now to send us your application.
Want more information?
If you have questions, please contact Rachel Ellis regarding Job ID 9300.
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