How you'll help us live our purpose
We've been helping our members save for their future and buy a home of their own since 1875. By joining us, you'll play a big role in helping us to put home ownership within reach of more people, generation after generation.
It's a purpose that drives everything we do and one we're proud of. And you can play your part too – this is a pivotal time to join our Customer Operations team due to the significant investment in technology and how this will transform the way we interact with and drive positive customer outcomes.
How you'll make a difference
Reporting into the Director of Customer Operations, and as a member of the Customer Division Senior Leadership team, this role is responsible for both the overall leadership and strategic direction of the Contact Centre and Customer Support teams which includes circa 220 fte across back-office processing, complaint resolution and document management.
With Society investment in technology and the once in a generation replacement of our Core banking platform underway, you will lead colleagues on this journey of transformational change, enabling safe deployment and securing opportunities to implement market-leading customer journeys, make efficiencies and enabling scalability whilst continuing to deliver first class customer outcomes.
The role has flexibility to be based in either Leeds or Newcastle with a requirement to travel between both sites as required.
What will you bring to the role?
* Has operated in a senior leadership capacity with extensive operational experience leading and managing in a customer service or contact centre environment within a regulated environment and ideally Financial Services
* Experience of having successfully led a team through complex, large scale transformation activities
* Strong, visible people leader with an ability to inspire, coach and drive positive engagement and high-performance fostering inclusivity, diversity of thought, experience and culture
* Trusted and credible leader with an ability to create effective and influential relationships and can operate at all levels including senior leadership teams
* Critical thinker and thought leader who can think strategically and have a clear vision while also focusing on the detail and execution
* Uses data and technology to drive efficiencies in a culturally sensitive way whilst maintaining strong colleague engagement
And in return, you'll get the best from us:
* An annual colleague bonus of up to 20%
* Hybrid working with 60% of your time at home
* Matched pension contributions of up to 10%
* 30 days holiday, plus bank holidays and holiday purchase scheme of up to 5 days each year
* Colleague Mortgage and Saver products
* Electric vehicle scheme/ Cycle to Work scheme
We'll give you a place to belong with the support to learn, develop and shape a meaningful career.
Why choose Leeds Building Society?
Our business is centred around our people. Our colleagues are at the heart of everything we do and we're extremely proud of our Inclusive Employers Gold accreditation in 2023. We're committed to equal opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.
You'll be joining a truly purpose-focused culture which helped us win the Leading with Purpose award at the 2023 Business Culture Awards. This recognises the progress we're making to embed our purpose with our colleagues, and the actions we've taken to put home ownership within reach of more people, generation after generation.
Why wait? Apply now
We'd love to hear from you. But don't wait around - we may close the advert early and we'd hate for you to miss out.
Leeds Building Society is devoted to creating a culture and workplace that is representative of the communities we serve. If you'd like to work with us but are unsure if you meet the full criteria for a role, please contact the recruiter as we'd like to find out more about the skills and experience that you could bring to the Society. We're committed to supporting you to be at your best and if you'd like to discuss any reasonable adjustments, please reach out to us on careers@leedsbuildingsociety.co.uk.
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