Customer Service
Customer Service Team Leader
Job ID: 009300
Location: Bradford, UK, BD5 8LJ
Job type: Permanent - Full Time
Salary: Up To £32000 Per Annum Depending On Experience + Bonus & Benefits
Apply now
Our Customer Services Team Leader position is a role where you make a positive impact, create high performing teams and make a real difference to colleagues and customers.
About the role
As Customer Services Team Leader, you’ll be leading and inspiring your team to prioritise and consistently deliver good customer outcomes across our Telephony, Digital and Administration channels, including complaints and vulnerable customer treatment.
You’ll be confident developing talent to drive performance and empower colleagues to exceed customer expectations by delivering joyful experiences. You will be present and involved in the delivery of your teams work and ensure that colleagues feel engaged and are delivering good customer outcomes whilst providing members a properly personalised experience.
You’ll be an expert coach to support your team to provide an empathetic service whilst focusing on increasing their digital literacy to enable customers to acquire the skills to self-serve and reduce failure demand. In addition, you’ll be looking at opportunities to service customers end to end at the first contact by identifying and delivering efficiencies. It’s imperative that you have a real passion to reach for better.
This role will reward you with variety as you will get the opportunity to work over different functions across our Retail Customer Services function, providing you with an abundance of transferable skills to grow and build a career in YBS.
About you
You’ll be experienced in leading and developing customer focused colleagues who deliver good customer outcomes. This experience could be from a coaching/developing or leadership role and should be coupled with;
- Experience of service delivery and leading through change
- Proven experience of identifying and delivering continuous improvements
- A balanced and measured approach to managing conflicting priorities
- A good knowledge of Savings and Mortgage telephony, digital inbound servicing, complaints, vulnerable customer treatment
- A genuine passion for developing others and yourself
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)span<>
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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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