Customer Service Representative

A career in customer services with us can take you anywhere, and we’re committed to helping your career happen. So, with all this, and some great benefits to boot, why not read on?

About the role

As a Specialist Customer Service Representative, you’ll find a positive and inclusive environment and you can be proud of the contribution you make. That’s because you’ll be at the forefront of delivering real help with real life for our customers and members.

Working within our Specialist servicing team, you’ll provide specialist and dedicated support for savings and mortgage customers when they really need it the most. Whether they’re contacting us to inform us that their loved one has passed away; a family member is registering as a Power of Attorney (POA) on their account(s) or if our customer is experiencing some kind of vulnerability, we need to act with the upmost empathy and compassion.

You’ll do this by;

• Managing & supporting customer needs through telephony, admin, and online channels
• You will handle incoming calls within service levels ensuring ownership is taken to be efficient and compliant within regulation.
• You will resolve complex complaints to ensure that we find the right outcome for customers as well as completing the administration of savings and mortgage processing.
• You will resolve customer queries via multiple channels, aiming to resolve at first point of contact where possible, always providing an excellent level of customer service.
• As we continue to move into the digital age, you will be digitally focussed promoting to customers the digital channels YBS has to offer, to support customers to self-serve and meet their individual needs.

Underpinning your work, will be your commitment to delivering a first-class service to customers.

Alongside this, we want you to feel challenged. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey.

About you

You’ll have a proven track record in delivering a fantastic customer experience and have exceptional communication skills, both verbal and written. You will also have:

• Experience of working within a Bereavement Team or dealing with vulnerable customers, registering Power of Attorney, showing empathy & support.
• The ability to recognise your customer’s needs beyond what they are asking for.
• Be a confident communicator, with the ability to deliver a fantastic customer experience via phone and in writing
• Great attention to detail and problem-solving skills and able to work flexibly and demonstrate agile working
• Good digital and IT knowledge. Comfortable using Microsoft.

To give you the best possible start you’ll have a tailor-made onboarding journey from the day you start with us, with colleagues on hand to support with your training and development in role.