Customer Service & Support,Customer Service
Senior Manager Customer Services (Virtual Channels)
Job ID: 009735
Location: Bradford, UK, BD5 8LJ
Job type: Permanent - Full Time
Salary: Up to £100,000 (Dependent on Experience) + Bonus & Benefits
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Senior Manager of Customer Services (Virtual Channels)
We have an exciting opportunity for an accomplished Senior Customer Service leader to take charge of our virtual Customer Service team, driving excellence in every interaction. In this pivotal role, you’ll ensure our customers receive outstanding service through innovative digital solutions, while shaping the future of how we connect and engage.
About the Role
You will lead the future of customer experience. We’re looking for a strategic and visionary leader to head our virtual Customer Service team and drive our digital transformation journey.
In this pivotal role, you will take responsibility for leading and inspiring a team of over 200 colleagues in our virtual customer service teams, ensuring that customers receive exceptional service every time. You will oversee the day-to-day operations, including workforce planning, forecasting and scheduling, to maintain efficiency and deliver outstanding results.
As a strategic leader, you will shape and deliver our virtual channel strategy, driving omnichannel integration and digital transformation. You will play a key role in our transformation journey, inspiring colleagues to embrace new ways of working that meet customer needs through their preferred channels. Fostering a culture of learning and development will be central to your approach, as you support colleagues and customers through evolving interactions.
You will lead ongoing process and system optimisation for future scalability, creating streamlined, end-to-end solutions that integrate seamlessly with channel advancements to enhance the customer experience. Collaboration will be key, as you work with cross-functional stakeholders and leaders across the business, using data-driven insights to improve the customer journey and overall satisfaction.
This is a unique opportunity to make a real impact, leading innovation and transformation at the heart of our customer service strategy.
About You
To be successful in this role we need the successful candidate to have:
- Proven leadership experience in a large-scale contact centre or customer service environment, ideally managing teams of 200+ colleagues.
- Proven ability to lead strategic change in customer interaction models, including redesigning how phone, web chat and video channels are managed and integrated across contact centres, branches and wider teams. Experience in shaping and implementing unified engagement strategies in partnership with transformation programmes, ensuring a consistent and customer-focused approach.
- Expertise in digital transformation and virtual channel strategy, with knowledge of omnichannel integration.
- Previous experience working in the Financial Services industry.
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)
Jessica Wilkinson
Executive Resourcing Specialist
Connect with Jessica WilkinsonSince being at YBS I have been fortunate enough to have gained experience recruiting in most of our head office functions including People, Rick, Finance, Commercial and Audit.
I am currently working in our Exec Resourcing team working on senior level recruitment in Risk, Commercial and Internal Audit and would love to hear from you if you are interested in senior opportunities in these areas!
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