Customer Service
Complaints Assessor
Job ID: 010242
Location: Bradford, UK, BD5 8LJ
Job type: Permanent - Full Time
Salary: From £25,000 Per Annum + Bonus & Benefits
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Do you put off looking for new career opportunities because the thought of a interview is a scary prospect?
Does the thought of a formal interview stop you from being your best self? Do you think there must be more satisfying roles out there where you can really make a difference but are afraid to take that step?
Do you love a challenge? Do you thrive in a fast paced environment where achieving good customer outcomes is your focus? Do you enjoy getting stuck in to investigating where something may have gone wrong and get a great amount of job satisfaction from putting it right ?
Look no further, we are looking for people who think outside the box and who care about doing a great job by going above and beyond customer expectations with every interaction. People who really do put themselves in our customers shoes and do the right thing first time every time.
If you answered Yes to all of the above, we’d love to hear from you!
About the role
You will be supported through a dedicated training plan which will prepare you to:
- Think outside of the box and find a good outcome for our customers and the YBS
- Successfully manage a pipeline of Mortgage and Savings complaints through to resolution within regulated timescales
- Support our customers at first contact with calls direct in to the team
- Support and guide colleagues across YBS to achieve good customer outcomes
- Escalate through the right channels if you spot a process or procedure we could improve on
Please note this role will be based at our head office in Bradford.
About you
To be successful in this role you will have:
- Experience of managing your own workload adept at prioritising and taking ownership of personal quality and efficiency targets
- Knowledge and experience of Mortgages and/or Savings accounts and how they work
- Ability and confidence to challenge and influence group processes and procedures to enable a good customer outcome
- A positive mindset and be open to change in a fast-paced environment
- Desired experience of handling customer complaints through to resolution within the financial sector
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.
Our 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 WorkingOur Colleague Networks & Groups
Our Vision is to be a leading organisation that embraces diversity, champions equity, and creates an inclusive environment where all individuals regardless of their background or identity feel valued, empowered and supported.
Our Colleague Networks and Groups are designed to amplify the voices of diverse groups and provide a structured route to effect real change. They provide a safe space and use colleague feedback to support the progression of our DEI Strategy. Our eight networks and groups are:
Hear from our people
Our commitments to Community and Charity
Ever since we started back in 1864, we’ve had a clear purpose – to do some good in our communities through helping people keep their savings safe. And helping everyone have a place to call home. Today, that purpose is still a huge part of who we are. And every one of our colleagues helps that happen.
We’re committed to volunteering our time, resources, skills and knowledge – more than 50% of colleagues contribute to thousands of volunteer hours every year. And our Charitable Foundation has now donated over £9 million to charities and good causes across the country.
Read more about our commitment to charity and our communitiesSimilar Roles
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