Customer Service
Customer Service Manager
Job ID: 009967
Location: Bradford, UK, BD5 8LJ
Job type: Permanent - Full Time
Salary: £50,000 Per Annum Depending On Experience + Bonus & Benefits
Apply now
An exciting opportunity has arisen to join us as our next Customer Service Manager. We’re looking for someone who is passionate about delivering excellent customer outcomes and supporting the colleagues who make this possible.
About the Role
As a Customer Service Manager, you'll play a key role in leading our contact centre & technical administration teams. Acting as the link between Team Leaders and Senior Managers, you’ll provide clear guidance, build capability and create an environment where colleagues feel confident, supported and able to deliver great experiences for our members.
You’ll use data and insight to drive improvements, support the delivery of change, and help shape a modern, connected and customerfocused operation.
What You’ll Do
- Lead, coach and develop Team Leaders to build engaged, highperforming teams
- Foster a culture of empowerment, accountability and continuous improvement
- Drive consistent delivery of good customer outcomes across all channels
- Use data and insights to understand trends, risks and improve performance
- Support the implementation of new processes, systems and digital solutions
- Ensure activity aligns with regulatory requirements and quality expectations
- Build strong relationships with key partners across the business
- Communicate clearly to keep teams informed, aligned and motivated
About You
You’ll be an experienced leader with a passion for developing people and improving customer experience. You’re confident working with data, understanding risk management, comfortable leading through change, and skilled at building trust and influence across teams. Experience in contact centre operations or regulated environments is desirable.
What You’ll Bring
- Energy and enthusiasm for building strong, engaged teams
- A balanced approach to managing competing priorities
- Curiosity, resilience and a continuous improvement mindset
- A commitment to doing what’s right for our members and colleagues
- Expertise in Savings and Mortgages would be beneficial.
About Our Benefits
Everyone’s different. That’s why we offer a wide range of benefits and rewards that we think you’ll love – whatever’s important to you, and whatever stage of life you’re at. Such as…
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Our pension scheme (where you can get up to 11% from us)
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On target bonus of 7% (with the opportunity to earn up to a maximum 15%)
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Access to brilliant health benefits
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Life assurance at 6 times your salary
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25 days’ holiday (and the option to buy more)
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Cycle to work or an interest-free loan for an annual ticket
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Wellbeing resources and tools
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Retail and Leisure discounts
Learning & Development
Everyone can build a career path they love here. And that’s because we offer a wide range of programmes, opportunities and more to help you learn, grow, and develop – and reach your full potential.
These include...
- Personal Growth Toolkits - a range of materials that help you discover your strengths, identify your goals, and your next steps.
- Secondment and Stretch opportunities – helping you gain experience in different areas of our business and new ways of working.
- Learning Champion Network – opportunities to work outside of your immediate area and build new skills.
- Apprenticeships and Professional Qualifications – a range of brilliant apprenticeships and programmes available to everyone.
- REACH Diverse Leadership Programme – helping our Black, Asian and Ethnically Diverse leaders progress into senior leadership roles.
Ways of working and flexibility
We know there’s no single right way of working that fits everyone. That’s why we’re not trying to find one. Instead, we’re doing everything we can to make sure that when we’re working flexibly, together and apart, we’re working at our best. We help our colleagues get the most out of work, and take care of themselves, wherever they’re working.
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 during the recruitment process to discuss this.
Find out more about our Ways of WorkingDiversity, Equity & Inclusion
You’ll find people from all walks of life here, with different cultures, beliefs, ages, outlooks and more. And we’re proud of our differences. So we’re dedicated to creating a workplace where everyone feels welcome, supported, and empowered to be their whole self at work.
Our five Colleague Networks play an important role in helping that happen – and have a real impact on our everyday working life here. Each is closely linked to our Inclusion and Diversity committee, and sponsored by a member of our Senior Leadership Team.
And we also have other colleague groups, such as ManKind and Family Foundations, where colleagues can connect, and start conversations that can be taken into the Networks.
Meet some of the team
Meet the Recruiter(s)
Rachel Ellis
Resourcing & Inclusion Specialist
Connect with Rachel EllisI recruit for the following business areas: Customer Service and Branch
I joined YBS in 2015 starting my journey in the Branch Network.
During my time in the branch I was able to grow and develop my customer service skills while gaining a whole range of knowledge across the different areas of the Retail Network. In 2023 I joined the Resourcing and Inclusion team recruiting for the Customer Service Divisions. I have a real passion for helping people and really enjoy the journey of finding a candidate their ideal role.
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