Hours:
35 hours per week, Monday to Friday. Flexible and hybrid working can be considered, with the expectation of 1-2 days per week to be worked from our Head Office in Skipton - please not flexibility may be required
Salary:
£64,000 Per Annum
Closing Date:
Tue, 29 Jul 2025
The salary for this role is circa £64,000 per annum (flexibility within +/- 10%) dependent on skills and experience.
We’re looking for a dynamic and customer-focused Senior Manager to lead our Customer Resolutions Team – championing complaint excellence, with a clear passion for delivering positive outcomes for our customers, where opportunities are taken to restore confidence and trust when things go wrong.
If you’re an experienced leader, and have complaints knowledge within a Financial Services organisation, we want to hear from you! Come and join us in leading with purpose, driving change, and promoting a culture of accountability and collaboration.
Who Are We?
Not just another building society. Not just another job.
We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.
Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.
Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.
You will be leading the Customer Resolutions team - responsible for resolving customer complaints in relation to Mortgages, Savings and Financial Advice. The team also perform detailed analysis of complaints data to provide intelligence to leaders to support them in addressing the root causes of complaints and wider issues. The team is circa 40 colleagues and includes 3 Team Leaders, a Customer Resolution Lead, a Quality Coach, Consultants and Seniors.
This is an exciting opportunity to lead a professional team that identifies and influences positive changes on behalf of our members and customers.
What Can We Offer You?
Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.
We have a range of other benefits available to you including;
1. Annual discretionary bonus scheme
2. 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
3. Holiday trading scheme allowing the ability to buy and sell additional annual leave days
4. Matching employer pension contribution (up to 10% per annum)
5. Colleague mortgage (conditions apply)
6. Salary sacrifice scheme for hybrid & electric car
7. A commitment to training and development
8. Private medical insurance for all our colleagues
9. 3 paid volunteering days per annum
10. Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
11. We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership
What Will You Be Doing?
As the Senior Manager of the Customer Resolution Team, you’ll be responsible for the delivery of good customer outcomes for complaints escalated in relation to Mortgages, Savings and Financial Advice.
You’ll be:
12. Inspiring and developing a high performing team, through engagement, coaching and performance management
13. Driving growth and development, succession planning and resource planning to ensure service levels, standards and quality are adhered to
14. Driving root cause analysis and identifying trends across all complaints, including those handled outside of your immediate team
15. Championing change and influencing business wide improvements by identifying wider implications of customer feedback, collaborating with senior leaders to implement actions that improve customer journeys and reduce repeat complaints
16. Leading the end-to-end resolution of customer complaints, focusing on quality, timeliness and fairness - ensuring full compliance with FCA regulations and internal standards
17. Managing complex complaints that have significant and wider implications, including those investigated on behalf of the Board and Executive Committee
18. Acting as a trusted expert, embedding essential regulatory standards, like Consumer Duty and Vulnerable Customer guidance, into everyday practice through clear policies, processes, reporting and training
What Do We Need From You?
As the successful candidate, you will have proven leadership experience, coupled with knowledge of complaint handling within Financial Services, with expertise in at least two of the following product areas: Mortgages, Savings, Financial Advice.
19. Strong analytical skills – with the ability to interpret complex data from multiple sources of information, articulate findings, and translate insights into action
20. A customer-first mindset with a passion for delivering great outcomes and driving cultural transformation
21. Excellent communication and influencing skills, with the ability to challenge constructively and drive change
22. Experience of building and managing stakeholder relationships at a Senior level with a collaborative approach
23. A clear strategic thinker, skilled in juggling multiple priorities and making sound decisions under pressure
Please note, this role may close early if we receive a high volume of applications.