Join Our Extra Care Team! Are you passionate about making a real difference for vulnerable customers? We re recruiting in our Extra Care Team at YBS, and we re looking for empathetic, proactive individuals to help shape the future of customer support. Why Join Us? At YBS, our members are at the heart of everything we do. We re proud to be a mutual organisation no shareholders, just a commitment to people. Here, you ll be valued for who you are, empowered to bring your whole self to work, and supported to build a rewarding career. We re on an exciting journey to redefine how we support our most vulnerable customers. If you want to be part of a team that s driving positive change and putting customers first, we d love to hear from you. About the Role As a member of the Extra Care Team, you will: Direct Support: Deliver empathetic, knowledgeable assistance to customers and colleagues navigating vulnerability through their preferred channel. Safeguarding Referrals: Act promptly when customers lack support networks, ensuring their safety and dignity. Accessibility Management: Manage requests for alternative communication formats and accessibility (Braille, large print, audio) for seamless customer support. Documentation & Flagging: Accurately log customer circumstances using internal processes to maintain continuity of care. Signposting: Connect customers to external services such as local authorities, charities, Citizens Advice, and specialist organisations. Colleague Support: Provide emotional and practical support to frontline colleagues managing challenging interactions. Process Improvement: Identify and reduce administrative burdens to maximise time for impactful work. Feedback & Continuous Improvement: Maintain a feedback loop to refine services, improve response times, and enhance satisfaction scores. UCB Referrals: Investigate Unacceptable Customer Behaviour submissions and contribute to process improvements. About You To succeed in this role, you ll bring: Experience supporting customers in a regulated environment, especially those with additional needs. Confidence to challenge and influence processes for better outcomes. Strong organisational skills and the ability to manage your own workload. Knowledge of mortgages and savings (advantageous but not essential). A positive, adaptable mindset and a drive to help others. About us 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 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. At YBS we work collaboratively and share in our success together, so when we reach our goals were 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 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 ready to help us relaunch and shape the Extra Care Team, apply now we can t wait to meet you! Want more information? If you have any questions about this role, please contact Rachel Ellis on rellis@ybs.co.uk