Customer Service Lead
The role of Customer Service Lead is a permanent position working 36 hours per week across Monday to Saturday to cover opening hours of the branches.
* Experience of developing relationships with customers and providing exceptional service.
* Enjoys listening and asks appropriate questions to build great relationships.
* Leads by example and shows pride in what they do.
* Experience of inspiring and motivating a team to drive performance.
As a Customer Service Lead, you will divide your time between customers and the team. You will develop relationships with customers, have engaging conversations, and highlight the products and services that Skipton Building Society provides through various channels including face-to-face, over the phone, and via video.
You will act as a subject matter expert, ensuring the team understands the branch's contribution plan and key messages. You will coach and develop the team through observations and one-to-ones, working collaboratively to achieve goals.
Our branches are the heart of our communities, but increasingly, our customers prefer online transactions and engaging through our contact centre. We support customers face-to-face, virtually, and via outbound contact, reaching them at relevant times. Whether promoting a new product or resolving issues, you will prioritize our customers' needs and deliver first-class service every time.
For our customers, you will be more than just the friendly face and voice of Skipton Building Society. You will listen, problem-solve, and become a knowledgeable resource to help them achieve their financial goals. Together, you can help us build a better Society!
About Us
We are the fourth-largest building society in the UK, unique as a mutual organization owned by our members. We value diversity and are interested in who you are as a person. Our purpose is to help more people have a home, save for the future, and support long-term financial wellbeing. Join us to take the next step towards a better future.
Compensation and Benefits
The salary is up to £36,050 depending on experience, plus benefits including:
* Annual discretionary bonus scheme
* 25 days standard annual leave + bank holidays, increasing to 30 days after 5 years
* Holiday trading scheme to buy and sell additional leave days
* Generous employer-matched pension contributions – up to 10%
* Access to a benefits portal with Employee Assistance Programme and online discounts
* Three paid volunteering days annually for charity involvement
* Colleague mortgage and savings accounts, and various discount schemes
* Commitment to training and development
* Private medical insurance
* Salary Sacrifice Scheme for hybrid/electric cars
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